Customer Service Services
Resume:
Marie L DeJesus
Palm Bay, FL, 32909-5724
USPS 17 1/2 years. I traveled to different P.O.'s for a detailed jobs for 180 days to make a difference in diverse challenges, to help boast up moral, and to also be that person to have to do the disciplinary for attendance and safety.
SUPV CUSTOMER SERVICES Work Experience Supervisor Customer Services 01/01/2022 - Retired 05/23/2023
Kissimmee, Florida USA
Delivery/Customer Service Description: Supervise 100 routes, 120 employee, clerks, and custodians. Customer services 100% Gold Star, Supervise packages delivery with a current percentage of 99.88 % MPOK. Striving for 100% Knowledge of clerical work and computer programs to expedite jobs. Supervise attendance with corrective actions.
USPS
Rural Carrier/Acting Supervisor 02/27/2021 - 12/31/2021 Sebastian, Florida USA Delivery/Customer Service
Description: Delivery, customer service, manage mail, edit books, clerical work, drive LLV postal vehicles vans Part time Acting Supervisor, Manage Amazon Sunday • Drive postal vehicle or personal vehicle. • Organize mail in sequence order for assigned route. • Load mail and packages in vehicle. • Deliver mail and packages to customers safely and in a timely manner. • Responsible for delivering and receiving accountable, such as registers, postage dues, C.O.D., certified mail, insured mail and arrow key. • Provide customer service with their needs and concerns. Part of a Safety Committee Group as a Safety Captain with a City Carrier and Rural Carrier. As a group we shared responsibilities. We would work on safety concerns and suggestions for the work room floor, outside hazards, driving hazards and equipment.
USPS
Supervisor Customer Service/Delivery
06/20/2020 - 02/22/2021
Vero Beach Florida
Description: Supervising rural and city carriers, and clerks. Managing distribution with mail and packages. Supervise safety and applying all safety aspects. Time keeping, computer applications, answering phones, customer concerns, communication, typing skills, safety skills, and certified to drive LLV and vans. Manage reports
USPS A/Supervisor Customer Service
08/09/2017 - 05/11/2020
Palm Bay, Florida USA
Description: Supervise carriers and clerks with the delivery of mail and packages, distribution, collections, and window service with retail help and customer service within Melbourne installation MPOO3. My primary detail in Palm Bay West facility that has 51 routes, 2 HCR, 2 Supervisors’, 8 Clerks, 2 PSE’S, and 2 Custodians. In addition, it has a detached facility 16 miles away with retail unit and P.O box section. I also supervised in Suntree facility, Eau Gallie facility, and Melbourne Main facility. Additionally, I also supervised Sebastian, Florida MPOOE that has 26 rural routes, 1 city route, and 6 clerks with the delivery of mail and packages, distribution, collections, window service with retail help and customer service. I am also familiar with retail opening and closeout procedures.
USPS
Rural Carrier 08/05/2015 - 08/09/2017
Sebastian, Florida USA
Delivery/Customer Service Description: • Rural Carrier Associate/Safety Captain • Job Duties and Responsibilities • Drive postal vehicle or personal vehicle. • Organize mail in sequence order for assigned route. • Load mail and packages in vehicle. • Deliver mail and packages to customers safely and in a timely manner
Responsible for delivering and receiving accountable, such as registers, postage dues, C.O.D., certified mail, insured mail and arrow key. • Provide customer service with their needs and concerns. • Clerical work • Edit Book • Maintain route • Maintain forwards and seasonals
USPS Rural Carrier Associate 11/12/2005 - 08/05/2015 Sebastian, Florida USA Delivery/Customer Service
Description: • Drive postal vehicle or personal vehicle. • Organize mail in sequence order for assigned route. • Load mail and packages in vehicle. • Deliver mail and packages to customers safely and in a timely manner. • Responsible for delivering and receiving accountable, such as registers, postage dues, C.O.D., certified mail, insured mail and arrow key. Work Experience • Provide customer service with their needs and concerns. Part of a Safety Committee Group as a Safety Captain with a City Carrier and Rural Carrier. As a group we shared responsibilities. We would work on safety concerns and suggestions for the work room floor, outside hazards, driving hazards and equipment.
Joseph Steven and Sons Painting and Texturing Working Painter Supervisor
01/15/2001 - 11/15/2006
Palm Bay, Florida USA
Trades and Technical
Description: Supervise a group of employees and guide them to their everyday task. Organize a plan and materials that are needed for tasks, meet deadlines, oversee projects inside and outside. Manage changes at unexpected moments and create an environment that work as a team and safe.
H.I.S Commercial and Industrial Painting Painter/Field Supervisor/Warehouse Sup
06/11/1994 - 11/24/2000 Titusville, Florida USA
Trades and Technical
Description: Clearance to work at Kennedy Space Center Supervise a group of employees with their tasks, evaluate daily workload, create a work schedule to expedite a deadline goal, production, purchasing and ordering materials, multitasking, timekeeping, good under pressure, reschedule events as needed, ability to know how to handle hazardous materials and how to dispose of them at the appropriate location, knowledge of MSDS sheets, and filing. In charge of safety, how to work machinery and tools, know how to measure, ability to read draft drawings, organizational skills, computer skills, communication skills, customer service, and establish a positive and safe environment.
Melbourne Greyhound Dog Track Administrative Assistance/Supervisor 02/15/1990 - 06/18/1992 Melbourne, Florida USA Administrative Support
Description: Everyday task and accomplishment is to have outside grounds clean, safe and manicured. Inside task is to have everything clean, floors looking like glass, assist maintenance as needed, kitchen ready for serving, safe environment, and ready for the public. Supervise a group of employees, communication skills, timekeeping, customer service, interaction with the public, purchasing and ordering materials, inventory control, multitasking, good under pressure, and meeting deadlines. Know how to handle cleaning materials, hazardous materials and how to dispose of them, knowledge of MSDS sheets. In charge of safety, how to work machinery and tools, ability to run floor buffing machines, ability to strip floors and wax, know how to measure, ability to read schematic drawings, clerical work, organization, guide employees to their task, evaluate daily workload, create a work schedule to expedite deadline goal before doors open to public, record keeping of hours, reschedule events as needed, and establish a positive and safe environment.
Education:
05/26/2023 - current on-line classes
Florida Real Estate School
Eastern Florida State College 08/09/2008 - 05/10/2015 Cocoa, Florida, USA Education Level: Associate Degree Subject:
Department of Education State of Florida 07/20/1994 - 07/20/1994 Viera, Florida, USA Education Level: GED
Special Skills / Associations • Assist in inspecting routes • Retail Close out • Dispatch registered Bag • ECC Cases/360 Customer Service Complaints, concerns, and package pickups • Troubleshoot problems with RSS machines • Dispatch Mail and Packages • Handled Bait money orders distributed to the appropriate place.
• DOIS • TACS and ERMS • Edit Books and EUARS
DMS • EOD • Postal One • PDAT • RWHT/RMSS • SSRD • 4000B • CSAW Variance Program • CSDRS • Webbats • RFS • AVUS • Measuring mail • MPOS • Kiosk Machine • create a work schedule to expedite deadline goals • computer skills • establish a positive and safe environment • Safety • Bank deposits and cash flow • RIMS • Emails • Decisive Problem solver • CPMS • PASS/DSS • DRT • SPMS IMSOT
References
Domenic DALessando Postmaster 321-***-****
Chris Shepard Manager 321-***-****
Karen Dykes Postmaster 321-***-****
Vale King Supervisor 321-***-****
Jose Melendez Manager 561-***-****
Richard Fernandez Postmaster 321-***-****
1)Change Management: Supervisor at Kissimmee level 26 MPO k 2022, I was appointed a task with WTIL due to failures with shoppers. While observing with 4000B’s and looking at reports on SSRD, I noticed some lag time with clerks’ functions; I communicated with each clerk and explained what I observed and what actions are needed to fix the problem. As a result, by continually monitoring reports and observing their performance, customer service got better leading into 100% with Gold Star
2) Operations Management: As a Supervisor Customer Services in 2022 at Kissimmee MPOK level 26, I notice that the scans with DHL and placards were not being scanned properly clerks would put the bags to the side then distribute the parcels then grab bags and question themselves causing the office to fail on scanning and customers, which will give poor ratings for the office and Suncoast District. So, I decide to take corrective action and have a huddle with clerks. I let them know I made calendar to record how many bags and initial your name once you touch bags and placards scanned before it’s distributed. As a result, scanning scores did improve with a 100%
3) Employee Focus: As Supervisor at Kissimmee Annex, one of my responsibilities is the safety for my carriers and clerks on the work room floor and outside of post office facilities. For example, an RCA was having problems with lifting a parcel out from the bottom of hamper. I also noticed that the elastic straps on the side of hamper were still affixed. So, I took the initiative to help RCA and explain what can help her carry that box safely. I explain what the purpose of the elastic straps and how it to release them for loading and unloading parcels in a safe way. AS a result, the RCA thank me for explaining the purpose of the straps and the importance how to use them soon then later for proper lifting.
4) Communication Skills: As Lead Safety Captain, I was part of a Safety Committee Group at Sebastian Post Office with a couple of co-workers, a city carrier and rural carrier. As a group we shared responsibilities to avoid injuries. We would work on safety concerns and suggestions for the work room floor hazards, outside hazards, driving hazards, equipment hazards, and hazards on lifting. For example, when it was time for safety talks, we would take a moment for suggestions and concerns from other carriers and clerks on how to eliminate the hazard to avert the injuries. As a result, in having a Safety Committee Group, it facilitated communication with carriers and clerks on prevention with hazards in the office as well as outside hazards. Therefore, injuries went down and vehicle accidents under control.
5) Functional Administration: As Acting Supervisor in Palm Bay West level 22 in 2018, I have been appointed to ECC cases, which involves everyday missing packages, mis-deliveries and customers concerns and/or complaints. For instance, customer created a case with lost cremation last scan was in Ohio plant, I called Ohio plant let management know that the last scan was in their facility saying it was in next destination. Management in Ohio found the cremations in hazardous material area. I called customer let them know cremations was found and will be delivered the next day. As a result, by having access to the right tools has allowed me locate packages and address my customer concerns. ECC cases improved from rank 2 in quarter 1 to ranking # 1 in quarter 2
6) Personal Acumen: My first thoughts when walking in a facility is safety and the wellbeing of my employees. I walk the floor for any safety hazards, and I also go outside for any safety hazards with POVS and LLVS. When my carriers are ready to leave the building for deliveries my first words to them is to be safe be careful how you lift if you need help don’t be afraid to ask and look at your surroundings. As a result, our rankings have improved from Quarter 1 ranking 7 and quarter 2 ranking 9 with improvement in Quarter 3 ranking # 1.
7)Work Unit Planning: In Sebastian Post Office as a Acting Supervisor level 21, on a Saturday I had 4 routes down to cover with express mail to challenge. I decided to do a huddle with the RCA’s and set a plan to split four routes. Carriers suggested having routes ready before leaving office to deliver. I also spoke with regulars that they had to deliver their express, if they were gone before express arrived, they had to return to PO to get their express. Utilized RIMS to track carriers to watch their return time. As a result, with planning and scheduling plan worked out express mail delivered by 1500 and all carriers got back before 1730 truck for last dispatch.
8) Knowledge of Performance Measurement: As an Acting Supervisor in Palm Bay West, one of my responsibilities is to walk the floor and observe amount of mail and packages was received for the day and is anything arriving late. While observing reports, I notice that measurements of mail was not being recorded correctly on paper which will not be recorded correctly into CSAW (Variance Program). I collaborated with clerks let them know the importance inputing the correct measurements on paper. As a result, our ratings on variance program improved from quarter 1 rank 6 and quarter 2 rank 4 to quarter 3 ranking #1.
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