Customer Service Process Improvement

LETANSHIA PARHAM

**** ********* *****, *******, ** 38116 ************@*****.*** home: 901-***-**** cell: 901-***-**** PAGE 1 OF 2

PROFESSIONAL

SUMMARY

For over 17 years, I have excelled as a high-performing supervisor in multiple departments of United Parcel Service, demonstrating effective leadership as a dependable, enthusiastic team player with strong work ethic and advanced complex problem-solving skills. My primary focus has been on process improvement and on-time project delivery. As a results-oriented and proactive member of our management team, I am dedicated to addressing and resolving problems to drive continuous and progressive improvement in the face of rapidly evolving and changing markets.

SKILLS &

ABILITIES

• Effective leadership

• Outstanding staff training/development

• Exceptional interpersonal communication

• Strong conflict resolution

• Stellar customer service

• Efficient multi-tasking

• Superior time management and organization

• Consistent goal and deadline-oriented approach to project planning EDUCATION HIGH SCHOOL- OVERTON HIGH 1983

EXPERIENCE SUPERVISOR – INDUSTRIAL ENGINEERING DEPARTMENT – UNITED PARCEL SERVICE // SEPTEMBER 2015 - 2021

• Oversee 14 employees to stimulate high performance and ensure proper training for all.

• Communicate with temporary staffing agencies concerning potential new hires.

• Coordinate timely and accurate payroll processing.

• Facilitate and maintain long-term commitments from high-volume customers and major accounts.

• Monitor shipments to ensure compliance with contract terms.

• Streamline logistical operations to adhere to the parameters specified for each account.

• Ensure trailers are loaded properly.

• Manage package volume retention to ensure that all items depart in the same manner as they arrived.

• Ensure daily completion and audit of Hub Action Summary.

• Set up tracking scanners in order to keep exact count of the packages, along with accurate reference to their corresponding tracking numbers.

• Prepare Bill of Ladings for drivers, to track and monitor number of pieces and their corresponding seals while in transit.

• Forecast loads for outbound trailers.

LETANSHIA PARHAM

3587 Hermitage Drive, Memphis, TN 38116 ************@*****.*** home: 901-***-**** cell: 901-***-**** PAGE 2 OF 2

• Track shipments to ensure timely and accurate delivery. SUPERVISOR – REVENUE RECOVERY DEPARTMENT – UNITED PARCEL SERVICE // OCTOBER 2005 – SEPTEMBER 2015

• Coordinate Revenue Recovery Department operations to generate hundreds of millions of dollars in monthly revenue by ensuring accurate customer delivery, billing, and invoicing via dimensional weight system.

• Supervise training, performance, and attendance of 8-40 employees daily, including label-turners and auditors.

• Establish and enforce department-wide performance standards for project completion, task delegation, quality control, safety, morale, work ethic, discipline, and attendance.

• Issue quality performance reviews to assess and remedy any knowledge gaps or disciplinary issues to improve employee behavior and performance through further training as need arises.

• Develop action plan for training or re-training employees performing below 87% upon quarterly review in order to reinforce knowledge of current and evolving standards and expectations.

• Implement innovative programs to increase employee loyalty and reduce turnover.

• Develop and remedy error report summaries to assess 3000-4500 billable packages, quality control, and 100% goal attainment each day.

• Oversee daily testing and calibration of equipment to ensure accuracy of measurements and fluid task completion.

• Coordinate efforts with HUB supervisors and sort managers to meet company-wide shipping goals by addressing package and billing questions with other departments as they arise.

• Communicate employee inquiries to human resources department.

• Work with payroll department to ensure timely and accurate processing of city-wide timecards.

• Retired after 19 years of service.

Contact Representative- Collections Department- Internal Revenue Service- June 2024- February 2025

• Answer incoming calls all over the United States

• Set up Installment Agreement Plans to collect debts

• Sent out transcripts of W-2 and/or Tax Returns at taxpayer’s request

• Honored taxpayer’s request by updating vital information

• Checking balances and payments status at taxpayer’s request

• Received taxpayer’s information via Fax and Document Upload Tool

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