Customer Service United States

Petrina James

Sylacauga, Alabama, United States, 256-***-****, ***********@*****.***

PROFILE

An accomplished, highly motivated, and self-driven Management Professional with 10 years of experience in Account Management, Customer Service, and Office Management. Trained in areas of Customer relations and The Customer Experience, conflict resolution, customer escalations, and troubleshooting. Ability to manage multiple projects end to end with relentless monitoring, follow up, and attention to detail. Proven ability to successfully lead and motivate teams, monitor team progress, effectively communicate goals and expectations for teams while driving results.

SKILLS

• Multitasking

• Problem Solving Fast Learner

• Ability to Work in a Team

• Communication Decision Making Time Management Leadership

• High Attention to Detail

• Trainer

• Customer Advocation

• Customer Service Administrator

EDUCATION

August 2005 BACHELOR OF ARTS, Virginia College of Birmingham

• Business Management

December 2008 MASTER OF ARTS, Virginia College of Birmingham

• Business Administration

EMPLOYMENT HISTORY

Dec 2021 — Present Postmaster, United States Postal Service FT/40hrs/Week Talladega, AL

• Manages the preparation and control of operating budget for the local and subordinate reporting offices.

• Assisted MPOO of Postal Operations with functional duties such as quarterly sales quarters.

• Evaluated direct reports to maintain less than 2% error rate by auditing work produced and providing one on one coaching as needed.

• Trained new personnel on delivery standards, postal regulations, and approved mentor of new carriers.

• Educate staff in job duties, safety procedures and company policies.

• Managed, assigned, and reviewed the work of postal clerks, letter carriers and couriers.

• Resolved work-related problems and prepared and submitted progress and other reports.

• Governed mailing activities concerning:

• processing of incoming, outgoing general mail

• assembling money orders and dispatching them

• Sorting mail for delivery, holding mail when away and bundling mail for deliveries.

• Communicated information about available services and

• Manages the development, implementation, and administration of local procedures to meet postal service policy and objectives.

Dec 2019 — Dec 2021 Supervisor, CS, United States Postal Service FT/40hrs/Week Pinson, AL

• Accurately verified information and updated information databases, as necessary.

• Conducts performance evaluations that are timely and constructive.

• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.

• Monitors or reviews calls or other correspondence between representatives and customers.

• Trains new employees in the company's customer service policies, procedures, and best practices.

• Organizes and oversees the schedules and work of assigned staff.

• Collects data and prepares reports on customer complaints and inquiries.

• Prepares monthly reports summarizing the assigned customer service team's performance. Jul 2019 — Dec 2019 Supervisor, CS, United States Postal Service FT/40hrs/Week Leeds, AL

• Accurately verified information and updated information databases, as necessary.

• Conducts performance evaluations that are timely and constructive.

• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.

• Monitors or reviews calls or other correspondence between representatives and customers.

• Trains new employees in the company's customer service policies, procedures, and best practices.

• Organizes and oversees the schedules and work of assigned staff.

• Collects data and prepares reports on customer complaints and inquiries.

• Prepares monthly reports summarizing the assigned customer service team's performance. Nov 2013 — Jul 2019 City Carrier Tech, United States Postal Service FT/40hrs/Week Talladega, AL

• Verified that first class and standard mail is assembled in proper delivery sequence.

• Appropriately distributed first class and standard mail to residents and commercial customers

• Achieve 100% when scanning MSP points allocated for route.

• Ensured that all mail & parcels are delivered accurately on the route.

• Successfully managed residential and business relocation for mail forwarding

• Provided superior customer service - answered questions pertaining to postal service regulations, responding to postal needs, etc.

• Preserved a good effective relationship in a team environment.

• Records of deliveries

• Registered packages

• Meet schedules for collection and return of mail. Jul 2012 — Nov 2013 PTF City Carrier, United States Postal Service FT/40hrs/Week Childersburg, AL

• Verified that first class and standard mail is assembled in proper delivery sequence.

• Appropriately distributed first class and standard mail to residents and commercial customers

• Achieve 100% when scanning MSP points allocated for route.

• Ensured that all mail & parcels are delivered accurately on the route.

• Successfully managed residential and business relocation for mail forwarding

• Provided superior customer service - answered questions pertaining to postal service regulations, responding to postal needs, etc.

• Preserved a good effective relationship in a team environment.

• Records of deliveries

• Registered packages

• Meet schedules for collection and return of mail. Sep 2007 — July 2012 Laborer Custodian, United States Postal Office FT/40hrs/Week Birmingham, AL

• Maintain upkeep of facility inside and outside.

• Renew semi-annual OSHA and Protective Equipment regulation logs for maintenance records.

• Monthly refresher training on small electrical equipment for daily maintenance and custodial duties.

• Submit supply order list monthly for inventory restock. Feb 2005 — Sep 2007 PTF City Carrier, United States Postal Service FT/40hrs/Week Childersburg, AL

• Verified that first class and standard mail is assembled in proper delivery sequence.

• Appropriately distributed first class and standard mail to residents and commercial customers

• Achieve 100% when scanning MSP points allocated for route.

• Ensured that all mail & parcels are delivered accurately on the route.

• Successfully managed residential and business relocation for mail forwarding

• Provided superior customer service - answered questions pertaining to postal service regulations, responding to postal needs, etc.

• Preserved a good effective relationship in a team environment.

• Records of deliveries

• Registered packages

• Meet schedules for collection and return of mail.

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