Bonita McDuffie
Knightdale,North Carolina
Summary
Experienced Supervisor bringing 15 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
15
15
years of professional experience
Work History
Supervisor of Customer Service & Delivery
United States Post Office
Raleigh, NC
07.2007 - Current
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Education
High School Diploma -
Wake Forest High School
Wake Forest, NC06.1990
Skills
- Workflow Management
- Team Management
- One Call Resolution
- Special Assignments
- Maintaining Clean Work Areas
- Office Management
- Service Delivery Optimization
- Policy Enforcement
- Staff Training
- Report Preparation and Analysis
- Investigation Support
- Leading Team Meetings
- Time Management
- Corrective Actions
- Performance Evaluations
- Verbal and Written Communication
- Work Prioritization
- Professional Phone Etiquette
- Call Monitoring
- New Hire Training
Timeline
Supervisor of Customer Service & Delivery
United States Post Office
07.2007 - Current
High School Diploma -
Wake Forest High School
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