Customer Service United States

David Maldonado

*** ****** **

973-***-**** ******@*******.***

PROFESSIONAL SUMMARY

Dedicated and results-oriented logistics and customer service professional with over 15 years of experience in leadership, operations, and route management. Known for optimizing operational efficiency, maintaining high service standards, and leading teams in high-demand environments. Bilingual in English and Spanish with a track record of improving productivity and ensuring customer satisfaction. PROFESSIONAL EXPERIENCE

United States Postal Service Little Falls / Fairlawn, NJ City Carrier

November 2006 - November 2024

Sorted and cased all classes of mail in sequence of delivery, optimizing route efficiency and maintaining accurate delivery schedules.

Operated USPS portable electronic scanners to track deliveries and confirm customer receipt of registered, insured, certified, and COD mail. Handled undeliverable, postage-due, customs, and return-to-sender mail per USPS regulations, ensuring proper documentation and resolution. Collected and verified customer payments and receipts for accountable mail, maintaining accurate financial accountability throughout each shift. Maintained and updated customer address data, reported route changes, and corrected address mailing cards for delivery accuracy.

Advised customers on USPS products and services; provided change-of-address forms and general postal guidance as needed.

Reported unusual occurrences, equipment issues, or safety concerns to supervisors, contributing to a safe and efficient mail delivery environment. Served as a substitute carrier and flexibly cased and delivered mail on alternate routes; assisted with clerical duties during coverage needs. Worked cooperatively with postal clerks, fellow carriers, and supervisors to support team delivery goals and customer service standards. United States Postal Service Northern Districts of New Jersey Supervisor

August 2011 - January 2022

Successfully implemented new scanner technology in Boonton by studying technical materials and delivering hands-on training for carriers. Used DOIS and RIMS to analyze workload and monitor carrier movement via GPS breadcrumb tracking.

Set daily expectations and improved carrier performance by aligning projected leave/return times with pivot plans.

Led retail operations in high-traffic offices.

Applied knowledge of union provisions and overtime rules (ODL) to ensure compliance staffing.

Traced misdelivered parcels using GEO-tracking, coordinated with carriers for resolution, and followed up with customers.

Maintained full delivery coverage after unscheduled absences by analyzing under-time and utilizing ODL carriers.

Proactively addressed heat-related risks during extreme weather. Delivered service talks on hydration and heat illness prevention, provided cold water on-site, and maintained zero incidents.

KEY SKILLS

Languages:

Fluent in English and Spanish.

Leadership & Management:

Leadership & Staff Supervision, Team Training & Development, Conflict Resolution & Communication

Logistics & Operations:

Route & Logistics Management, Scheduling & Task Prioritization, Operational Efficiency

& Problem Solving

Customer Service:

Customer Service & Client Relations, Conflict Resolution & Communication Technical & Administrative:

Data Entry & Documentation, Safety & Compliance Adherence, Proficient in Microsoft Office Suite (Word, Excel, Outlook).

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