Summary
Overview
Work History
Education
Skills
Timeline
Generic

Catherine Bruno

Cape Coral,FL

Summary

Proven leader with extensive experience at USPS, adept in Operations Management and fostering Teamwork and Collaboration. Spearheaded initiatives that significantly enhanced efficiency and staff performance, achieving financial targets and elevating customer satisfaction. Excelled in data analysis and employee development, driving quality assurance and operational excellence without exceeding budget constraints.

Overview

28
28
years of professional experience

Work History

Manager of Operations

USPS, United States Postal Service
08.2011 - 01.2015
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
  • Ensured compliance with industry regulations, maintaining a safe working environment for staff members.
  • Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
  • Directed resource allocation efforts, maximizing utilization of personnel, materials, and equipment resources for efficient operations management.
  • Managed cross-functional teams for successful project completion and timely delivery.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reported issues to higher management with great detail.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Financial Testing Compliance Analyst

USPS, United States Postal Service
01.2010 - 08.2011
  • Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
  • Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
  • Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
  • Prepared documentation and records for upcoming audits and inspections.
  • Assisted in the preparation of reports for senior management, outlining findings from investigations into suspected non-compliant activities.
  • Improved company''s risk management strategy by identifying, assessing, and mitigating potential risks related to noncompliance.
  • Supported and trained customers on compliance-related issues.
  • Helped create training programs to handle system-wide issues and maintain compliance.

Financial Analyst

USPS, United States Postal Service
05.2003 - 01.2010
  • Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
  • Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability, and expense forecasts.
  • Facilitated smooth month-end close processes by efficiently reconciling accounts and addressing discrepancies promptly.
  • Evaluated financial performance of investments, acquisitions and other business opportunities to provide strategic recommendations.
  • Achieved significant cost savings by identifying financial inefficiencies and implementing improved processes.
  • Used relevant financial technology to generate reports and recommended courses of action to upper management.
  • Implemented effective internal controls to mitigate risks associated with financial misstatements or fraud incidents.
  • Reduced risk exposure by conducting comprehensive credit analyses and recommending appropriate actions.

Customer Service Supervisor

USPS, United States Postal Service
01.1995 - 05.2003
  • 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.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • 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.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
  • Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
  • Created, prepared, and delivered reports to various departments.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Interceded between employees during arguments and diffused tense situations.

City Letter Carrier

USPS, United States Postal Service
05.1987 - 01.1995
  • Displayed a strong work ethic and punctuality, consistently arriving on time for scheduled shifts and completing deliveries in an efficient manner.
  • Provided exceptional customer service, addressing inquiries regarding mail and package deliveries.
  • Navigated through various weather conditions safely while ensuring the prompt delivery of mail items.
  • Improved customer satisfaction by delivering mail accurately and efficiently to city residents.
  • Picked up outgoing mail from letter boxes and in person from customers.
  • Planned and cased mail in sequence of delivery for designated route.
  • Enhanced the public''s trust in the postal service by conducting all assigned tasks with professionalism and integrity while representing the organization.
  • Adhered to all postal regulations and guidelines when handling sensitive materials such as restricted mail items or hazardous substances.
  • Promoted community engagement by participating in special events such as Stamp Out Hunger Food Drive and Operation Santa.
  • Engaged customers with pleasant demeanor and offered to help with mail-related issues.
  • Trained new employees on proper procedures for sorting, organizing, and delivering mail within designated areas effectively.

Education

Bachelor of Arts - English

Massachusetts College of Liberal Arts
North Adams, MA
05.1986

Skills

  • Teamwork and Collaboration
  • Decision-Making
  • Customer Service
  • Staff Management
  • Effective leader
  • Customer Relations
  • Employee Scheduling
  • Staff training/development
  • Relationship Building
  • Quality Assurance
  • Operations Management
  • Delegating Work
  • Employee Relations
  • Performance Improvement
  • Inventory Tracking and Management
  • Customer Service Management
  • Staff Scheduling
  • Training Management
  • Records Organization and Management
  • Payroll Administration and Timekeeping
  • Delegation
  • Performance Evaluation and Monitoring
  • Budget Control
  • Logistics
  • Data Management
  • Employee Development
  • Supplier Monitoring
  • Data Analysis
  • Finance and Accounting Oversight
  • Sales Coaching
  • Financial Administration

Timeline

Manager of Operations

USPS, United States Postal Service
08.2011 - 01.2015

Financial Testing Compliance Analyst

USPS, United States Postal Service
01.2010 - 08.2011

Financial Analyst

USPS, United States Postal Service
05.2003 - 01.2010

Customer Service Supervisor

USPS, United States Postal Service
01.1995 - 05.2003

City Letter Carrier

USPS, United States Postal Service
05.1987 - 01.1995

Bachelor of Arts - English

Massachusetts College of Liberal Arts

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Catherine Bruno