Customer Service Employee Relations

SHANTEL BARKER

Mobile, Alabama ***** 1-251-***-**** **********@*****.***

I am a flexible team player with experience in program management, customer relationship management, document control, and scheduling. I have excellent computer skills and telephone etiquette. I am capable of providing excellent customer service and resolving all issues quickly and accurately. To increase profitability and drive business results, I am committed to maintaining professional relationships with clients. Goal-oriented Database management Client assessment and analysis Relationship building Inbound and outbound calling Payment processing Budgeting and finance Self-motivated Troubleshooting Strong verbal communication Active listening skills Employee relations Types 55 wpm Public speaking Customer-oriented Process implementation

Manager Customer Service Loop Post Office, 01/2019 - 04/2023 US Postal Service

Resolved customer complaints while prioritizing customer satisfaction and loyalty. Took ownership of customer issues and followed problems through to resolution. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

Followed through with client requests to resolve problems. Kept accurate records to document customer service actions and discussions. Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

Established performance goals for employees and provided feedback on methods for reaching those milestones.

Improved staffing during busy periods by creating employee schedules and monitoring call-outs. Trained personnel in equipment maintenance and enforced participation in exercises focused on PROFESSIONAL SUMMARY

WORK HISTORY

developing key skills.

Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Maintained professional demeanor by staying calm when addressing unhappy or angry customers. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Supervisor Customer Service, 03/2016 - 12/2018

United States Postal Service

Provided accurate and appropriate information to answer customer questions, troubleshoot computer issues, and resolve complaints

Copied, logged, and scanned supporting documents before filing everything in the client's files Double-checked the data's accuracy and integrity

Guided

Local, state, and federal agencies provided me with documents, clearances, certificates, and approvals Entered data into the Database system, including payments, account information, and call logs Cross-trained numerous staff members, resulting in a 75%increase in customer satisfaction ratings in 4 years

Answered an average of 10 to 15 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries

Assisted my window operations with daily tasks such as setting up cash drawers and counting deposits, as well as daily opening and closing tasks

Promoted the company's brand and unique offerings through personalized customer service Counted cash drawers and deposits, checked supplies, and completed any other required opening or closing tasks to ensure smooth team operations

Managed on a daily basis 21 employees in the performance of there duties Employees consisted of 17 carriers, 3 clerks, and 1 superviso., Provided a superior customer experience in order to build a loyal customer base

Provided exceptional customer service to every customer by leveraging extensive product and service knowledge and creating warm, welcoming environments Followed all customer call guidelines, such as service levels, handling time, and productivity Escalated issues to the appropriate supervisors when standard processes failed Aided customers by carefully listening, identifying problems, and making recommendations based on my extensive product knowledge

Dealt with a wide range of customer service, operational, and administrative tasks every day Assisted and cross-trained other customer service managers Provided exceptional customer service and drove retention by communicating accurate information about promotions, customer programs, and products

Was promoted to Manager of Customer Service after demonstrating exceptional enthusiasm and remaining calm in the face of adversity.

05/2012 - 03/2016

City Carrier, United States Postal Service

Worked directly with customers to deliver mail, packages, and orders Customer complaints, requests, and feedback were communicated to company management for prompt resolution

Had a pleasant demeanor and offered to assist customers with any mail-related issues Sold stamps to customers along the route and counted back bills and change to avoid errors Collaborated closely with other employees in the mail room and was responsible for a variety of administrative tasks

Tagged items delivered to homes and businesses using portable scanning devices Collected mail from letter boxes along a specific route on foot and by vehicle Sorted and placed mail into mailboxes with accuracy and efficiency Was in charge of putting packages and letters in mailboxes Outgoing mail was retrieved from mailboxes

Inspected truck equipment and supplies and reported any problems or safety hazards to supervisors following each shift

Delivered packages and mail to local businesses and residents Greeted customers and provided information on mail pick-up times, postal regulations, and delivery costs Provided change of address cards and other postal forms when necessary Organized and cased mail in the designated route's delivery sequence Made sure that mail was picked up and delivered on time every day, regardless of weather or road conditions

Loaded and secured items in trucks to avoid parcel damage during delivery. Mail Processing Clerk, 05/2007 - 05/2012

United States Postal Service

Loaded letters onto processing equipment, removed non-processable letters, and ensured that the sorting feed was never interrupted

Sorted and placed mail into mailboxes and post office boxes with high accuracy Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away. Security Secretary, 02/2000 - 09/2006

Casino Magic Biloxi

Created and updated physical records and digital files to keep current, accurate, and compliant documentation

I was in charge of organizing and maintaining stock areas, as well as reordering new supplies as needed Provided excellent administrative support to office staff, promoting office operations excellence Quickly answered a multi-line phone system and enthusiastically greeted callers Created and disseminated team-based communications such as newsletters to improve collaboration and morale among office employees

Monitored the premises, screened visitors, updated logs, and issued passes to maintain security Assisted in the creation of Powerpoint presentations and the writing of security reports Was professional and enthusiastic in my handling of all calls and face-to-face interactions with clients Keeping desks, customer reception areas, and all work areas and facilities clean and organized Kept track of office supplies by checking inventory and ordering new supplies as needed Perform ad hoc tasks such as making tea or coffee and cleaning up the office Work quickly and accurately on time-sensitive and meticulous paperwork. Adjusters Licence: 09/2023

Sister To Sister Claim Adjusting Academy - Mobile, AL I am a licensed Claims Adjuster in the state of Alabama. Computers - Computer: 2007

Bishop State Community College - AL

DESI Computer Classes - AL

1997

Mississippi Gulf Coast Community College, Campus - Harrison, Gulfport, MS EDUCATION

SKILLS

Time Management

Conflict Resolution Techniques

Financial Forecasting

Sales Strategies

Staff Management

Order Supplies

Project Management

Greet Guests

Staff Training

Exceptional Telephone Etiquette

Financial Management

Manage Budgets

Customer Service

Sales Expertise

MS Office Expertise

Cash Handling

Client Relations and Retention

Policy Enforcement

Superior Computer Skills

Budgeting and Reporting

Administrative Support

Skilled Trainer

Microsoft Excel

State Farm Estimatics, CNC 2023

State Farm Policy CNC 2023

CERTIFICATIONS

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