Bernard Manthey
Roseville,MN
Summary
Accomplished Customer Service Supervisor at USPS, adept in workforce optimization and fostering team development. Leveraged problem-solving and leadership skills to enhance service delivery, significantly reducing employee turnover and elevating customer satisfaction. Expert in implementing efficient scheduling and training programs, driving continuous improvement and operational excellence.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
USPS
01.2011 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Created customer support strategies to increase customer retention.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Created, prepared, and delivered reports to various departments.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Streamlined workflow by introducing efficient ticketing system for customer queries.
- Optimized staff scheduling to ensure coverage during peak hours, improving customer access.
- Reduced employee turnover by creating supportive and engaging work environment.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Education
High School Diploma - General Studies
Harding High School
Saint Paul06.2000
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Team building and leadership
- Decision-making
- Team leadership
- Training and mentoring
- Customer relations
- Team development
- Positive and constructive feedback
- Work prioritization
- New hire training
- Relationship building
- Handling escalations
- Delegating work
- MS office
- Call monitoring
- Customer relationship management (CRM)
- Issue resolution
- Employee scheduling
- Complaint resolution
- Leading team meetings
- Complaint handling
- Continuous improvement
- Goal setting
- Training programs
- Call center operations
- Performance evaluation
- Performance management
- Policy enforcement
- Escalation management
- Workflow coordination
- Call center management
- Workforce management
- Schedule management
- Workforce planning
- Performance evaluations
- Service delivery optimization
- Time tracking
- Turnover minimization
- Schedule coordination
- Report generation
- Empathy and patience
- Adaptability and flexibility
- Active listening
- Verbal and written communication
- Team management
- Team building
- Team coaching
- Conflict resolution
- Task delegation
- Training development
- Data analysis
- Research
- Email management
- Key performance indicators (kpis)
- Workforce optimization
- Staff assignments and supervision
- Customer escalations
- Employee schedule management
- Data entry
- Employee supervision
- Handling complaints
- Staff training
- Coaching and mentoring
- Phone and email etiquette
- Customer service management
- Microsoft office
- Staff development and training
- Staff scheduling
- Operations management
- Support services
- Documentation and recordkeeping
Timeline
Customer Service Supervisor
USPS
01.2011 - Current
High School Diploma - General Studies
Harding High School