Albert De La O
El Paso
Summary
Results-driven Customer Service Manager with a proven track record in complaint resolution, conflict management, and relationship building. Expert in developing training programs that enhance team performance and elevate customer satisfaction. Unwavering attention to safety protocols and employee welfare.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Service Manager
United States Postal Service, USPS
09.2014 - Current
- Developed training programs to improve staff performance and service quality.
- Implemented process improvements that increased efficiency in handling customer inquiries.
- Analyzed customer feedback to identify trends and initiate service enhancements.
- Oversaw team performance, ensuring alignment with organizational standards and goals.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Managed escalated situations, providing solutions that upheld company policies and brand integrity.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
Customer Service Supervisor
United States Postal Service, USPS
08.2008 - 09.2014
- Supervised daily operations to ensure timely processing and delivery of mail.
- Trained and mentored staff on customer service best practices and USPS policies.
- Resolved complex customer inquiries, enhancing overall satisfaction and loyalty.
City Mail Carrier
United States Postal Service, USPS
02.1995 - 08.2008
- Implemented safety protocols to ensure secure handling of mail and prevent accidents.
- Managed daily route logistics to optimize delivery schedules and minimize delays.
- Trained new staff on operational procedures, enhancing team performance and compliance.
Education
High School Diploma -
Bowie High School
El Paso, TX06-1985
Skills
- Customer service
- Problem-solving
- Bilingual English/Spanish
- Microsoft outlook, word, and Excel
- Decision-making
- Adherence to high customer service standards
- Complaint resolution
- Conflict resolution techniques
- Relationship building
- Handling escalations
- Extensive Safety Training and mentoring
Certification
Lean Six Sigma Green Belt Certified
Timeline
Customer Service Manager
United States Postal Service, USPS
09.2014 - Current
Customer Service Supervisor
United States Postal Service, USPS
08.2008 - 09.2014
City Mail Carrier
United States Postal Service, USPS
02.1995 - 08.2008
High School Diploma -
Bowie High School