Operations and Team Leadership Professional

LW LETICIA WILLIAMS

SEYMOUR, USA ***** 940-***-**** **********@*****.***

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PROFESSIONAL

SUMMARY

Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment. Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals. ACCOMPLISHMENTS • Documented and resolved [Issue] which led to [Results].

• Supervised team of [Number] staff members.

• Used Microsoft Excel to develop inventory tracking spreadsheets.

• Collaborated with team of [Number] in the development of [Project name]. SPECIAL SKILLS /

ASSOCIATIONS

Knowledge of Microsoft

Applications

• • Microsoft Word 2007 - 2010

• Microsoft Excel 2007 - 2010 • Microsoft PowerPoint 2007 - 2010 Knowledge of Postal

Applications

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WORK HISTORY CITY CARRIER ASSISTANT 09/2014 to CURRENT United States Postal Service Seymour, Texas, USA Route and case all classes of Mail. I am responsible for accurate and timely delivery of mails on a daily basis to the customers. I enter change of addresses on correct forms, sign for and deliver all accountable items. Responsible for retrieving mail from collection boxes

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• Position Type: Postal

• Position Grade: 25.97

Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.

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• Planned and cased mail in sequence of delivery for designated route. SUPERVISOR CUSTOMER SERVICES 06/2018 to 07/2018

United States Postal Service Wichita Falls, Texas, USA Supervises distribution/dispatch of mail, the selling of postal items, and other mail handling activities. I manage and train employees on postal procedures and brief new employees regarding the scope of their jobs. I obtain and evaluate all relevant information to handle product and service inquiries I supervise activities such as the processing of incoming and outgoing mail and help resolve customer complaints. I prepare employee work schedules and supply and submit detailed and summary reports of post office activities to designated supervisors to include AM/PM Closeout and EOD Reports. I am responsible for clearing all accountable mail and I ensure that all postal vehicles and keys are accounted for. I mail, scan, fax and copy required correspondence and documentation to all levels of management. I am also responsible for preparing and modifying documents including correspondence, reports, drafts, memos and emails.

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• Position Type: Detail Assignment

• Position Grade: EAS-17

SUPERVISOR 12/2011 to 12/2014

Budweiser Houston, Texas, USA

I was responsible for the timely loading and dispatching of products. I was responsible for checking vehicles in and out of the yard. I was responsible for creating a manifest for distributors. I was responsible for handling customer complaints after hours and also assigned to complete and verify invoices for accuracy.

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• Position Type: Non Postal

• Position Grade: 15.00

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

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Increased customer retention rates by implementing customer feedback into actionable improvements.

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EDUCATION Associate Degree Business Administration 05/2003 Vernon Junior College, Vernon, Texas, USA

High School Graduate High School 05/2002

Seymour High School, Seymour, Texas, USA

SPECIAL SKILLS /

ASSOCIATIONS

• Member Associations

• National Association of Letter Carriers (N. A. L. C.)

• Member of Faith Deliverance Church

CERTIFICATIONS • [Area of certification], [Company Name] - [Timeframe] LANGUAGES English

REFERENCES • Detricia, Wilson, Station Manager, 918-***-****, Donaldson

• Kelly, Scott, Clerk, 940-***-****

• Jessie, Moore, Deacon, 940-***-****, Faith Deliverance Church

• Crystal, Barfield, Postmaster, 940-***-****, Henrietta TX SUMMARY OF

ACCOMPLISHMENTS

Describe your qualifications for this vacancy by providing a brief description of your accomplishments that demonstrate that you possess the requirements stated on the job posting. These accomplishments may have occurred in various settings.

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1.Because the Postal Service is striving for delivery excellence and transparency with delivery, the processing of our customer complaints has become a renewed focus. As a 204B, I provide the initial first contact with customers in the afternoons. This allows for management to reach out to a carrier before they return from street. This allows the carrier the opportunity to correct mistake same day. Customers are appreciative if issue is handled efficiently and swiftly. We ask customers for feedback and explain we are looking for ways to improve customer satisfaction. As a result of being attentive to customer needs, the complaints for Morningside Station have shown a slight decline.

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2.As a Part Time flex carrier for the Seymour Post Office, I was tasked to inform new ccs of the changes concerning scanning procedures. Any packages the carriers received or picked had to have a pre-paid scan on them. I conducted a stand-up talk with all carriers concerning the Postal policy for scanning the parcels. I made the incoming cea aware of the five scans that are to be made with any packages. The scans provided customers with an avenue of tracking packages from time of inception to the delivery point. As a result of talking to carriers, scanning percentage on parcels has increased and so has package pickups which generates revenue for the company.

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3.As the (204B) Supervisor of Customer Services, I manage a small group of employees that work the window unit. I noticed that the clerks were not increasing in the sale of our Expedited Services. The goal is 90% and we were accomplishing only 80%. I informed the clerks that as a unit, we need to increase our performance. Daily, I speak to each clerk about their individual performances from the previous day. I provided the employees information on different sales techniques. As a result of speaking with the employees and showing documentation, our Expedited Services sale increased by 10% and created a sense of satisfaction and urgency among the employees.

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4.As (A) Supervisor for Morningside Station, I am the Informal A representative. I meet bi-weekly with the NALC union representative, regarding attendance, overtime, and other issues that may need to be

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addressed. Prior to my arrival, in each quarter there had been significant lack of equitability in the issuance of overtime, causing many grievances to be filed. I maintained a log for tracking overtime daily and review it monthly with the union steward. This action resulted in zero overtime reimbursements.

5.As a PTF carrier for the Seymour Post Office, we maintain a large amount of business customers. Some businesses seen carriers later in the evenings because of increased mail volume during the holidays. The customers need parcel pick-ups and were concerned about connecting the packages with the end destinations. As PTF carrier, I was tasked to gather all package pick-ups. I brought the packages to the office to meet the first dispatch at 2:15pm. As a result, majority of the dispatch mail along with the parcels are received at the processing facility before 6:00pm and the business customers are satisfied in knowing their parcels are being sent out with the early dispatch.

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6.Strategic planning and scheduling is necessary to be successful. I review the weekly schedules for the clerks to ensure proper staffing. Providing customers with the excellent service is paramount, but I must still meet the Budget goals for my facility. I review last year's data through EFlash which provides a guideline for the expected volumes and unscheduled sick leave usage during the peak periods. As a result of using this data, I can schedule hours according to the needs of my office.

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7. As a 204B for Morningside Post Office, I utilize reports from DOIS, DMS, RIMS, SPMS, CPMS. These reports allow for me to see the carrier leave and return times. The DMS dashboard allows me to monitor carriers on the street, follow the carrier breadcrumbs, and identify stationary events. I utilize the computer to access scan reports and collection information. As a result of pulling reports daily, I can identify problem areas with carriers and ensure scans are made correctly to avoid integrity issues.

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8. Clocking errors can result in incorrect pay for carriers. As the closing supervisor, I review the Workload Status Report to obtain carrier leave and return times, as well as carrier assignments. I make comparison of the report to what shows in TACS. From that report, I can identify potential clocking errors, missing time, and wrong assignments. As a result, I can correct any timekeeping issues before the end of the night.

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9. As a (204B) at the Morningside Station, an incident occurred between two employees. I defused the situation by removing the individual that exhibited the most anger. A discussion with this individual occurred to access the root cause of the conflict. The other employee was provided same opportunity to share issues. An agreement was reached with both parties to prevent this from occurring again. I offered the employees the services of EAP to aid in dealing with other issues. As a result, these past adversaries can work together in unity with no further issues.

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10. As the senior PTF carrier for the Seymour Post Office, I was responsible for informing new hires of any changes concerning safety

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within the organization. I provided information via service talks and safety talks with the employees. I provided new carriers with safety rules and policies. I instructed new carriers on how to perform proper vehicle check. I observed a carrier who had no break lights. I informed the Carrier that this was a safety violation. I instructed the carrier to fill out a 4565 Vehicle Repair Tag and notify management of what was wrong in hopes of getting the vehicle fixed before going to the street. As a result, the vehicle was fixed prior to carrier leaving.

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