Customer Service Supply Chain and Logistics and Project Manager

TINA LYNN WAGNER

Roanoke, VA • 540-***-**** • **************@*****.*** • linkedin.com/in/tina-wagner-32a053b2 SENIOR OPERATIONS MANAGER

Driving operational efficiencies, cost saving, and customer satisfaction through growth mindset and people leadership.

Seasoned and accomplished operations and business manager with a track record of success in multi-site/location operations. Currently overseeing a team of 13 direct reports and has effectively managed teams of up to 150. Promoted 4 times within U.S. Postal Service. Strong background in turning around failing operations through effective team leadership, process optimization, and data-driven decision-making. Possesses expertise in supply chain management, people leadership, operations management, and compliance. Demonstrates a hands-on leadership style, working alongside team to ensure safety, effectiveness, and clear communication. Fosters a culture of growth and opportunities, inspiring team members to excel. Adaptable and flexible, able to switch gears quickly and take on various responsibilities. A continuous learner, always seeking new knowledge. Recognized for strong volunteer experience, industry affiliations, and winning multiple awards. CORE COMPETENCIES

Supply Chain

Team Leadership

Process Optimization

Cross-functional Collaboration

Compliance

Business Operations

Budget Management

Logistics

Production Processing

Customer Success

Inventory Management

Project Management

PROFESSIONAL EXPERIENCE

U.S. POSTAL SERVICE • Fincastle, VA / Eagle Rock, VA • 2005 to Present Postmaster (2011 to Present)

Heads daily planning, operations, distribution, and customer service for multiple post office sites. Achieves remarkable financial results as shown by surpassing Total Revenue % to Plan by 168% in fiscal year 2022. Optimizes customer service, predictive analytics, and labor management by utilizing data analysis and frameworks. Effectively handles customer complaints, attaining a high level of customer satisfaction. Excels in managing team members and labor relations, coordinating with multiple stakeholders while implementing mentorship programs and fostering a positive work environment.

• Implements highly effective hiring, recruiting, and employee retention strategies through GALLUP program, resulting in acquisition and development of top talent, having achieved exceptional employee 49.68% retention rate, surpassing 32.6% goal.

• Expertly manages customer experience issues, resulting in 89.94% satisfaction rate after resolving complaints and exceeding 69.48% goal.

• Proactively integrates safety measures resulting in 20% reduction in accident rates, outdoing targeted goal of 30%, while consistently achieving annual 10% reduction in total work hours through advanced financial data analysis and synchronization with mail/package volume, optimizing operational efficiency and resource utilization.

• Conducts comprehensive new-hire evaluations at probationary period milestones, fostering positive work habits, providing constructive feedback, and initiated dynamic

"Lend-A-Hand" Mentorship program to guide and support newly onboarded Supervisors and Postmasters through first year in management.

• Effectively manages unions including APWU, NRLCA, and MHU, handling union complaints without any "Step 2 Grievances" in last 7 years and saving average of $100k in resolution cost per potential grievance. MEMBERSHIPS AND

AWARDS

Society for Human Resource

Management (SHRM)

Member

Women in Public Finance

Member

United States Postal Service

Diversity Committee

Committee Chairperson

Certificate of Appreciation from

Manager of Post Office Operations

Awarded 5 times

Service Award from Manager of

Post Office Operations

Awarded 2 times

Certificate of Appreciation from

District Manager

Awarded 1 time

“When I first became a Postmaster, I

was very inexperienced, and Tina took

time out of her schedule to mentor and

educate me on the fundamentals of the

job. It was because of her that I am

now a successful Postmaster. Shortly

thereafter, Tina created the Lend-A-

Hand Mentorship Program to help new

Postmasters learn the skills they need

to be successful in their career.”

Jason P., Postmaster of Daleville, VA

U.S. Postal Service

Supervisor of Customer Service Associate Supervisor of Customer Service (2007 to 2011) Supervised all aspects of incoming and outgoing mail processing while diligently preparing comprehensive reports for designated supervisors. Demonstrated exceptional accountability by managing financial responsibilities, adhering to rigorous checks and balances procedures, creating and working within budget constraints, and monitoring volume and labor data to ensure compliance. Handled various administrative tasks, including duty rosters, personnel records, and training schedules.

• Recruited, trained, and developed a high-performing team, providing constructive feedback and recognition.

• Fostered strong relationships with labor unions, maintaining contract standards and crafting employee schedules.

• Resolved problems, complaints, and suggestions, driving policy improvements that benefited customers and employees while prioritizing safety.

UNIVERSITY OF NORTH CAROLINA RHEUMATOLOGY DEPARTMENT • Chapel Hill, NC • 2022 to Present Advisory Board Member

Leads team of 4 and collaborates closely with physicians and researchers to drive meaningful programs, education, and support for individuals with autoimmune disorders. Contribute to improving clinical research and elevating the standard of care in the field by actively sharing unique personal experiences, knowledge, and perspectives with research team.

• Through ongoing monitoring, they ensure the optimal utilization of programs and resources, continuously refining online support programs based on patient insights.

• Spearheads development of critical patient-friendly tools including app which streamlines access to resources and fosters seamless communication within support groups.

EARLY CAREER

Mary Baldwin University • Teaching Assistant

U.S. Post Office • Mail Processing Clerk

EDUCATION AND CREDENTIALS

Mary Baldwin University • Bachelor of Arts – Business Administration/Management/Sustainability Lean Six Sigma

USERRA Training

CCAO (Credit Card Authorizing Official)

Smart Pay Purchase Card

E-Customer Care

NALC (Carrier Union) Dispute Resolution

DOIS (Delivery Operation Information System)

Interviewer Training

Associate Supervisor Program of Customer Services

Officer-In-Charge- Postmaster Training- Level EAS-16 On-The-Job Instructor Training Class

AVSEC (Aviation Security) Training

Lend-A-Hand-Mentor of POOM G

“Tina is an outstanding manager and

fellow coworker. She does an amazing

job of coaching her employees and

giving them tools they need to do

their jobs. This POOM group is

performing well due to the efforts of

people like her. Tina has an outgoing

demeanor, and her warmth gets

people to want to do their best work

for her.”

Shawn R., Postmaster of Cloverdale, VA,

U.S. Postal Service

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