Amy Gerleman
Monticello
Summary
Dedicated professional with strong customer service skills and proven multitasking abilities. Committed to delivering positive experiences and fostering customer satisfaction. Adaptable and proactive, with a strong work ethic and effective communication skills. Ready to support team objectives and contribute to organizational success.
Overview
27
27
years of professional experience
Work History
Postmaster
US Postal Service. 10 Yr +
Crawfordville
06.2022 - 12.2025
- Managed daily operations of postal services and ensured timely mail delivery.
- Supervised staff, providing training and support for optimal performance.
- Resolved customer complaints in an efficient manner while providing excellent customer service.
- Implemented safety protocols and compliance measures to enhance team operations and minimize risks.
- Prepared detailed reports on operational activities for upper management to inform decision-making.
- Collaborated with regional management on operational improvements and initiatives.
- Oversaw inventory management of postal supplies and equipment maintenance.
- Conducted regular assessments of service quality and operational efficiencies.
- Analyzed data on postal operations to identify opportunities for improvement and optimize service delivery.
Postmaster
US Postal Service
Steinhatchee
01.2020 - 06.2022
- Managed daily operations of postal services, ensuring timely mail delivery and customer satisfaction.
- Resolved customer complaints efficiently, enhancing customer service experience and fostering loyalty.
- Oversaw inventory management of postal supplies, coordinating equipment maintenance to support service continuity.
- Maintained accurate inventory levels for a variety of products and services offered by the post office.
- Performed daily opening and closing procedures of the post office.
- Processed payments from customers using credit cards or other payment methods.
- Inspected packages for proper postage and labeling before sending out mail items.
- Arranged retail product displays, ensuring proper stocking and pricing to enhance customer engagement.
Customer Service Supervisor
US Postal Service
Monticello
10.2015 - 01.2020
- Resolved escalated customer inquiries and complaints to ensure satisfactory outcomes and maintain service quality.
- Supervised daily operations to ensure efficiency and productivity.
- Coordinated schedules to optimize workflow and resource allocation.
- Monitored inventory levels and managed supply orders effectively.
- Maintained records of employee performance, attendance, leave requests, and disciplinary actions to support effective team management.
- Recruited, hired, trained, mentored, coached, and evaluated staff.
- Delivered training sessions to enhance employee effectiveness and address identified weaknesses.
Delivery Supervisor
US Postal Service
Tallahassee
01.2014 - 09.2015
- Coordinated staffing schedules and managed workforce assignments effectively.
- Scheduled daily routes for delivery personnel, optimizing delivery efficiency and ensuring timely completion.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Interviewed, hired and trained staff to meet company objectives.
- Monitored customer service metrics, analyzing call response times, resolution rates, and customer satisfaction ratings to drive improvements.
- Resolved customer inquiries and addressed service-related issues promptly.
- Trained staff on procedures and customer interaction techniques.
- Established positive rapport with customers, clerks, and delivery carriers to maintain a positive and successful work environment.
- Maintained stamp stock and accountability, counted clerk drawers, retail floor stock and cash reserve quarterly; I counted unit stock annually unless the retail floor stock was off and then it was counted as well.
- Performed Safety Blitz exercises to ensure compliance with safety regulations.
- Prepared work schedules based on staff availability and forecasted volumes to optimize personnel coverage.
- Answered phone calls and responded to questions and concerns.
- Pulled data and analyzed reports then compared that data to local Gemba data in order to ascertain where my office was at reaching our goals for the week, quarter, and year.
Customer Service Supervisor
US Postal Service
Cairo
08.2005 - 01.2014
- Supervised and trained customer service staff, enhancing service delivery quality.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Assisted staff in resolving complex customer issues, implementing effective solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Developed training manuals for staff, streamlining resolution of customer issues.
- Answered phone calls and responded to questions and concerns.
- Analyzed financial activities of department to share budgetary input with managers.
Postmaster
US Postal Service
Arlington
12.2003 - 08.2005
- Oversaw daily operations of postal services and coordinated staff scheduling to optimize workflow.
- Streamlined mail sorting operations, enhancing timely delivery of packages.
- Addressed customer inquiries about postal services, pricing, and package tracking, improving customer satisfaction.
- Provided customer service to patrons of the post office.
- Prepared reports on operational activities for upper management review.
- Maintained accurate inventory levels for a variety of products and services offered by the post office.
- Processed payments from customers using credit cards or other payment methods.
- Managed relationships with vendors to maintain quality supplies at competitive prices.
- Conducted regular maintenance on all postal equipment such as scales, computers, printers.
- Inspected packages for proper postage and labeling before sending out mail items.
Customer Service Analyst
US Postal service
Macon
05.2002 - 12.2003
- Developed detailed reports on customer service activities and performance metrics to inform strategic decisions.
- Assisted in training new members of the Customer Service Team.
- Responded promptly to all incoming inquiries from both internal and external sources.
- Participated in meetings to discuss possible solutions for any recurring issues.
- Pulled data from multiple locations to create actionable reports for upper management analysis.
- Led route adjustments to monitor the size and feasibility of city routes in Associate Offices.
- Collaborated with sales team members to enhance growth initiatives and streamline development processes.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Sales and Service Representative
US Postal Service
Bainbridge
02.2000 - 07.2001
- Resolved customer issues promptly and professionally.
- Identified and proposed upselling opportunities to enhance customer engagement.
- Managed cash transactions and balanced cash drawers daily.
- Collected deposits or payments and arranged for billing.
- Maintained accurate records of sales transactions and client information.
- Utilized postal software to track packages and manage delivery schedules.
- Organized inventory and managed postal supplies to streamline operations.
- Monitored stock levels and placed orders to ensure adequate inventory.
- Recommended product, service, and billing improvements to management to address recurring issues.
City Carrier
US Postal Service
Cordele
08.1998 - 02.2000
- Delivered mail and packages to designated routes efficiently.
- Managed time effectively to meet delivery schedules consistently.
- Delivered exemplary customer service by engaging positively with customers and addressing mail-related concerns.
- Prepared mail in sequence of delivery for optimal productivity.
- Confirmed accuracy of addresses on packages and letters to prevent delivery errors.
- Loaded mail onto delivery vehicle according to postal regulations.
- Ensured vehicle cleanliness and conducted routine inspections to maintain operational readiness.
- Inspected assigned vehicle for safety issues and reported any mechanical problems to supervisor.
Education
Associate of Science - Biological Sciences
Bainbridge College/ State College
Bainbridge12-1996
Working Towards Biology
Georgia Southwestern State University
Americus, GASkills
- Operations management
- Inventory management
- Safety compliance
- Customer service
- Team leadership
- Employee training
- Customer complaint handling
- Data analysis
- Problem solving
- Effective communication
- Customer-oriented
- Self-motivation
Languages
Spanish
Limited
References
References available upon request.
Timeline
Postmaster
US Postal Service. 10 Yr +
06.2022 - 12.2025
Postmaster
US Postal Service
01.2020 - 06.2022
Customer Service Supervisor
US Postal Service
10.2015 - 01.2020
Delivery Supervisor
US Postal Service
01.2014 - 09.2015
Customer Service Supervisor
US Postal Service
08.2005 - 01.2014
Postmaster
US Postal Service
12.2003 - 08.2005
Customer Service Analyst
US Postal service
05.2002 - 12.2003
Sales and Service Representative
US Postal Service
02.2000 - 07.2001
City Carrier
US Postal Service
08.1998 - 02.2000
Associate of Science - Biological Sciences
Bainbridge College/ State College
Working Towards Biology
Georgia Southwestern State University