Postal Supervisor with Customer Service Expertise

Charlene Voss

Eagle Mointain, Utah ***** United States

Mobile: 203-***-****

Email: **************@*****.***

Summary-

I am a hard-working employee with several years of supervisory experience. I take pride in assisting customers and employees at the United States Postal Service with mail processing and delivery. My goal is to deliver happiness and satisfaction to customers. I have excellent customer service skills, I am able to handle difficult situations with tact and professionalism.

Work Experience:

Supervisor, Customer Service

United State Postal Service (USPS)

Grade- EAS-17 (GS-12)

180 S 100 W

Pleasant Grove, UT

3/1994– retired 2024

Hours per week: 50

Duties, Accomplishments and Related Skills:

I completed daily opening unit reports to accurately reflect mail dispatch, mail arrival time, and ensured errors in DOIS (Delivery Operations Information System) are cleared.

I managed the morning clerks to ensure they were meeting production standards and ensured the mail would be ready for the mail carriers when they arrived.

I accurately measured and recorded mail volume to set the days schedule to ensure there was enough staffing to cover the workload.

I provided a timely and up to date estimate for the day, I would input all volume and staffing into DOIS by 7:00 a.m. I provided estimates of daily workloads to my Postmaster (supervisor) as well as District Management staff and Operations team.

Weekly, I worked with the public, and large volume mailers. I assisted them with the benefits of shipping packages with the USPS. I provided online references and tools to print and process postage, conduct address searches, and navigated large volume discounts. I ensured we had enough daily equipment on hand to provide to the customers so that they can easily transport several hundred packages a day. I ordered additional equipment weekly to ensure our stock on hand matches the customer’s demand. I assisted customers with unloading packages, and ensured they are properly sorted and placarded to be transported to the correct processing plants based on the type of mail service being used.

I performed quality review checks on customers packages to ensure compliance with their approved shipping methods and proper recording of weight and volume. When customers had not applied the proper postage, I worked with them to ensure the postage is paid timely. If the issue couldn’t be resolved quickly, I would return the packages for proper handling and postage requirements.

I frequently assisted customers over the phone and in person about lost package claims and customer service issues.

Work History Continued- Supervisor, Customer Service (USPS)

I performed certain non-supervisory tasks to meet established service standards, consistent with the provision of Article I, Section 6, of the National Agreement.

I identified potential and actual weaknesses with the mail-delivery process and develop adequate solutions quickly and efficiently. I considered the relative costs and benefits of potential actions to choose the most appropriate one.

I met with employees to perform fact findings and issue correction action on several areas including performance, attendance, safety, and conduct.

I met on all Step 1 grievances with the 3 unions that represent employees at the office. I trief to resolve issues at the lowest level, and I created Step 1 grievance responses to respond timely to the union and the employee.

I wrote daily reports both by email, online, and in writing for the daily conditions and activities of the day to account for actual workload, earned workload, projected hours for the day, employee attendance, employee performance problems, and any other issues that arise that affect the workload projections for the day.

I managed all tasks of the employees I supervised, including office observations, and street observations. I made recommendations on observation forms and share the data and feedback with employees, from a thank you to retraining for infractions.

I managed all timekeeping entries to ensure employee time was entered correctly and made adjustments and corrections to errors. I followed up with employee to ensure they understood the correct process and were entering their timekeeping properly.

I managed all leave requests and ensured leave was appropriately approved or denied.

I managed employees with Family Medical Leave Act (FMLA) cases, and ensured employees were aware of their rights under FMLA. I monitored employees for misuse of their FMLA and followed up with any corrective action as needed.

I managed various forms of postal transportation, from mail arrival trucks to daily delivery trucks. Every day I ensured postal delivery vehicles were maintained in the morning and throughout the day. When a breakdown occurs, I contacted our local mechanic and planned to get another vehicle out to the carrier so that they could still meet their delivery time frames. I oversaw incoming mail volume form carrier’s routes and ensured that all mail and parcels were sorted correctly and dispatched timely from the office. Every day I worked with the collection carrier to ensure all business mail was collected timely and I scheduled additional staff as needed to pick up outgoing mail and parcels including adjusting delivery and route times to accommodate the customers as well as the mail volume being collected.

I hired employees and coordinated their training. I was involved in the recruiting, interviewing, selecting, hiring, and promoting employees in an organization. I selected and used training/instructional methods and procedures appropriate for the situation when training new employees and even when employees needed a refresher training.

I observed and evaluated workers' performances both in the office and on the street by mail count audits and work observations. I also used previous days reports to identify variances in delivery goals.

I regularly conducted performance reviews with employees and discussed how they were doing in all sorting and delivering the mail and discussed areas of improvement and made a plan with employees including route adjustments to assist with performance

I resolved customer complaints by phone, in person at the office, by email, and online using various programs to gather information.

Work History Continued- Supervisor, Customer Service (USPS)

I supervised and coordinated all mail sorting activities for the PO Box Section as well as customer service activities.

I planned, prepared, and devised work schedules, according to budgets and workloads on a daily and weekly basis for all mail carriers. I scheduled employees on a bi-weekly basis to ensure coverage and leave approval adheres to the two different Local Memorandum’s of Understanding (LMOU) as well as the collective bargaining agreements for the unions represented at the office.

I issued instructions and assigned duties to workers as needed throughout the day. This included my daily go around in which I set performance standards and then monitored employee’s performance to ensure they are meeting timelines.

I communicated with other departments and management to resolve problems and expedite work.

I interpreted and communicated work procedures and company policies to staff even, and trained staff on new policies and work procedures. I translated and explained what information means and how it can be used, so that I can gain employee buy in. I took feedback and made recommendations to management concerning staff and improvement of procedures.

I had established effective work team relationships since being a supervisor. I helpef workers in resolving problems and completing their work safely and efficiently within. I handled complaints, settled disputes, and resolved grievances and conflicts, including negotiating with others, especially customers or other unions when changes must happen. Often, I intervened in situations that employees had and encouraged them to build mutual trust, respect, and cooperation among their fellow team members.

I prepared, maintained, and submitted reports and records, such as budgets and operational and personnel reports.

I completed all administrative activities that included tasks such as maintaining information files and processing paperwork.

I prepared accident reports to include statements from the employee and any witnesses. I took photos and assessed the root cause of the accident. If medical attention was needed, I ensured to provide the employee with the accident packet that has the CA-16 (authorization for treatment) as well as a CA-17 (work restrictions) for the employee to take with them. I provided re-training to ensure compliance with safety rules and regulations. I conducted a management investigation to determine whether discipline was warranted, and then I decided what level of discipline should be issued from Letters of Warning up to Removal.

I assisted new carriers who were Veterans with all of their benefits with Federal employment, including Disabled Veterans Leave, Military leave, military buy back, and other benefits that was due to them.

I was a mentor for the BBBS program. I took that experience and added it to my supervising skills.

Supervisor: Josh Gubler 801-***-****)

Okay to contact this Supervisor: Yes

Work History Continued-

City Carrier

United State Postal Service (USPS)

Grade- Q-01 (GS-10/11)

New Haven, Connecticut

3/01/1994 – 8/2018

Hours per week: 50

Duties, Accomplishments and Related Skills:

I completed all customer transactions, including, but not limited to processing incoming and outgoing mail and parcels.

I lifted and carried packages and mail bundles that weigh up to 70lbs.

I delivered mail by foot and by vehicle within my assigned routes that included both city and rural delivery.

I worked with customers that live and work within my route to activate new (or locking) mailboxes in the area, stop service, and assisted customers in forwarding their mail.

I made and maintained customer records and logs, ensured compliance with mail delivery rules and regulations.

I managed and scheduled my route daily to ensure expedited deliveries, such as Express mail were delivered during designated hours to ensure the mail made it timely to customers.

I used handheld scanners, logs, and other devices to accurately track mail delivery time frames, package deliveries, signatures, and registered mail.

I ensured the safety of the mail by being cautious with packages that contained hazardous materials, as well as following the suspicious packages protocols.

I worked overtime when needed and maintained great attendance and punctual performance on a daily, weekly, and monthly basis. I ensured my timecards were accurate and reflected the correct routes

I followed all safety and security rules and regulations while handling, processing, and delivering the mail.

I assisted customers with all their questions, and concerns. If there wasn’t something I knew, I would let the customer know and I would follow up with the customer once I had the information, either by phone or in person.

Supervisor: Jamie Cooney. Retired

Okay to contact this Supervisor: Supervisor Retired

Military Service

Sergeant

United States Army Reserves

455 Wintergreen Avenue

New Haven, CT

6/01/1989 - 7/01/2005

Hours per week: 20

Military Service- Continued

Duties, Accomplishments and Related Skills:

• Lead a small or large platoon in wartime or non-hostile environments.

• Planned efficient ways to complete tasks pertaining to fuel, trucks or other essential equipment.

• Oversaw fueling operations in rough terrain or hostile environments.

• Taught new soldiers correct ways of performing operations to prevent hazardous situations.

• I accounted for military equipment and the maintaining of the equipment for safe use.

• I oversaw fueling operations at a fueling station for helicopters in Iraq.

• I communicated efficiently with soldiers of different backgrounds and personalities.

Education:

Gateway Community College New Haven, CT United States

Associate degree 5/2012

Credits Earned: Semester Hours

Major: General Studies

Relevant Coursework, Licenses and Certifications:

Public speaking Sociology Business 101

Job Related Training:

Postal Supervisor training in Norman, Oklahoma on 4/01/2019-4/13/2019

Postal Supervisor training in Salt Lake City, Utah on 4/15/2019-4/27/2019

NCO academy 7/1999 (sergeant training)

Additional References:

Tawanna LaSane

203-***-****

********@*****.***

Rana Alexander

LER Specialist

Veterans Benefit Administration

801-***-****

Contact this candidate