Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
SalesAssociate
Cynthia H Burney

Cynthia H Burney

East Point,GA

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Enthusiastic and reliable professional takes pride in providing excellent customer service and creating memorable experiences for customers. Skilled in anticipating customer needs, addressing complaints and resolving issues in timely manner. Maintains focus and positive attitude in stressful situations and high-volume environments.

Overview

35
35
years of professional experience
5
5
years of post-secondary education

Work History

City Letter Carrier

U. S. Postal Service
Atlanta, GA
03.1985 - 11.2019
  • Engaged customers with pleasant demeanor and offered to help with mail-related issues.
  • Planned and cased mail in sequence of delivery for designated route.
  • Collected mail from letter boxes on specific route both on foot and by vehicle.
  • Delivered packages and mail to business and people in local area.
  • Picked up outgoing mail from letter boxes and in person from customers.
  • Used portable devices to maintain system records by scanning items delivered to homes and businesses.
  • Pleasantly greeted and engaged customers, assisting with any mail-related issues.
  • Maintained accurate records of attempted and missed deliveries as required by post office.
  • Worked closely with other employees in mail office and handled various administrative tasks.
  • Picked up and delivered mail on time each day, taking into consideration weather and road conditions.
  • Loaded and secured items in trucks to avoid damage to parcels during delivery.
  • Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.

Temporary Clerk of Works

U. S. Postal Service
Atlanta, GA
02.2013 - 01.2016
  • Maintained filing system and organized customer documents for easy retrieval of information.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Routed business correspondence, documents, and messages to correct departments and staff members.
  • Processed documents and materials to disseminate information to appropriate parties.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Investigated and resolved accounting, service and delivery concerns.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.

Vice President

National Association Of Letter Carriers, Branch 73
Decatur, GA
01.2010 - 01.2012
  • Established performance goals for department and provided methods for reaching milestones.
  • Identified and resolved issues between employees, promoting better collaboration and mutual respect.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Applied creative reasoning and logic to resolve complex and specialized managerial issues and develop sound solutions.
  • Prepared written opinions or decisions regarding cases.
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Reviewed legal documents and contracts to determine potential conflicts and disputes.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.
  • Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes.
  • Trained arbitrators and mediators on dispute resolution and negotiation strategies to boost productivity.
  • Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.

Education

High School Diploma -

Joseph E Brown High School
Atlanta, GA
08.1969 - 08.1974

No Degree - Labor Studies

National Labor College
Silver Spring, MD

Skills

Registered mail protocols

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Accomplishments


  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Timeline

Temporary Clerk of Works

U. S. Postal Service
02.2013 - 01.2016

Vice President

National Association Of Letter Carriers, Branch 73
01.2010 - 01.2012

City Letter Carrier

U. S. Postal Service
03.1985 - 11.2019

No Degree - Labor Studies

National Labor College

High School Diploma -

Joseph E Brown High School
08.1969 - 08.1974

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Cynthia H Burney