Debra Bokum
Spofford,NH
Summary
Dynamic and results-driven Postmaster with extensive experience at the US Postal Service, excelling in staff management and customer service. Proven track record of enhancing workflow efficiency and boosting employee engagement through effective team building and motivation. Skilled in financial management, ensuring operational excellence and high satisfaction levels.
Overview
2025
2025
years of professional experience
Work History
Supervisor
US Postal Service
Postmaster
US Postal Service
11.2001 - 05.2024
- Supervised daily operations to ensure timely mail delivery and service quality.
- Trained and mentored staff on postal regulations and customer service protocols.
- Implemented process improvements to enhance workflow efficiency and reduce delays.
- Managed inventory of postal supplies, optimizing resource allocation for operations.
- Resolved customer inquiries and complaints, maintaining high satisfaction levels.
- Coordinated with local businesses to facilitate bulk mailing services and promotions.
- Assisted customers in determining proper postal service to align with individual needs.
- Managed all aspects of post office staffing, including hiring, training, scheduling, and performance management to ensure a high-performing team.
- Maintained a clean and organized post office environment, ensuring smooth daily operations and optimal working conditions for employees.
- Monitored inventory levels to ensure adequate supplies were available for daily operations while minimizing waste from overstocking items.
- Ensured compliance with USPS regulations by regularly reviewing policies and procedures, maintaining up-to-date knowledge on relevant changes.
- Collaborated with other postmasters in the region to share best practices, enhancing overall postal service quality.
- Hired, trained, and evaluated performance of 2 employees and a contract carrier.
- Developed strong relationships with local businesses, promoting postal services and generating revenue growth.
- Enhanced customer satisfaction with prompt responses to inquiries and timely issue resolution.
- Facilitated effective communication between staff members by holding regular meetings and encouraging open dialogue on workplace issues or suggestions for improvement.
- Established strong community presence by participating in local events and outreach programs, fostering positive relationships with local residents and businesses.
- Boosted workplace morale through the implementation of employee recognition programs and regular team-building activities.
- Addressed safety concerns proactively by conducting frequent inspections of facilities and equipment, implementing necessary repairs or upgrades as needed.
- Coordinated with law enforcement agencies to address any security concerns or incidents involving the post office, ensuring a safe environment for employees and customers.
- Used WEBBATS to manage rent collection and billing for approximately 300 post office boxes.
- Participated in City Carrier Inspection Teams alongside fellow Postmasters and Supervisors in Maine, New Hampshire, and Vermont.
- Managed daily operations for the efficient running of the Spofford Post Office.
Postmaster
US Postal Service
05.1995 - 11.2001
- Same responsibilities as above at the Spofford Post Office
- Supervised 2 Clerks and 2 Rural Carriers
Supervisor
US Postal Service
03.1993 - 05.1995
- Trained and mentored new staff on postal service procedures and customer service best practices.
- Implemented process improvements that enhanced workflow efficiency across sorting and distribution teams.
- Monitored performance metrics to maintain high standards of service quality and operational excellence.
- Resolved customer inquiries effectively, improving satisfaction ratings through exceptional service delivery.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Maintained high safety standards to ensure secure workplace for all employees and customers.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Generated reports detailing findings and recommendations.
- Supervised 4 Maintenance employees and approximately 10 Postal Clerks daily in addition to covering other Supervisors on days off and during lunch periods
- Responsible for maintaining and distributing stamp stock
- Paid all Keene Post Office bills manually with money orders
Education
Executive Secretary Degree - Administrative Assistant
Burdett College
Boston, MA03-1979
High School Diploma -
Brattleboro Union High School
Brattleboro, VT06-1978
Skills
- Staff management
- Customer service
- Attention to detail
- Employee motivation
- Decision-making
- Team building
- Policy enforcement
- Public speaking
- Expectation setting
- Business administration
- Financial management
- Excellent verbal and written communication
- Coaching and mentoring
- Payroll processing
- Budget management
- Multitasking
- Professionalism
- Reliability
- Teamwork
Timeline
Postmaster
US Postal Service
11.2001 - 05.2024
Postmaster
US Postal Service
05.1995 - 11.2001
Supervisor
US Postal Service
03.1993 - 05.1995
Supervisor
US Postal Service
Executive Secretary Degree - Administrative Assistant
Burdett College
High School Diploma -
Brattleboro Union High School