DUJOUR TOWNS
UNITED STATES POSTAL SERVICE (USPS)
Southaven
1
Certification
16
years of professional experience
Accomplished operations and customer service leader with more than 12 years of progressive experience within the United States Postal Service and private-sector financial services. Demonstrated success leading high-volume operations, developing employees, improving customer satisfaction, and driving organizational performance. Recognized for strong leadership, strategic planning, operational excellence, workforce development, and the ability to implement process improvements that enhance productivity and service quality. Proven ability to lead diverse teams, manage complex operations, and maintain compliance with organizational policies and regulatory requirements while consistently delivering results.
Work History
Postmaster
1 Year 6 Months- Promoted to Postmaster to oversee all operational, administrative, customer service, and personnel functions for a high-volume postal facility. Responsible for ensuring operational excellence, regulatory compliance, workforce effectiveness, and superior customer service while supporting USPS strategic objectives.
- Key Accomplishments and Responsibilities
- Direct all daily postal operations, ensuring efficient processing, distribution, and delivery of mail and packages.
- Lead, coach, and develop employees through performance management, mentoring, and ongoing professional development initiatives.
- Manage staffing levels, labor utilization, scheduling, and operational resources to maximize efficiency and productivity.
- Monitor operational performance metrics and implement corrective actions to improve service standards and customer satisfaction.
- Foster a culture of accountability, safety, professionalism, and continuous improvement.
- Resolve escalated customer concerns and implement service recovery strategies that strengthen customer relationships.
- Ensure compliance with USPS operational procedures, federal regulations, and workplace safety standards.
- Collaborate with district leadership to support organizational initiatives, strategic goals, and operational excellence programs.
- Analyze operational data and identify opportunities for workflow enhancements and cost-effective solutions.
- Lead organizational change initiatives while maintaining employee engagement and operational stability.
Customer Service Manager
8 Years 7 Months- Promoted to oversee day-to-day customer service operations while managing onboarding, training, coaching, and performance development for Customer Service Specialists within a high-volume call center environment.
- Key Accomplishments and Responsibilities
- Directed customer service operations while ensuring achievement of service level and quality objectives.
- Led orientation, onboarding, and training programs for newly hired Customer Service Specialists.
- Provided ongoing coaching and performance management to improve employee effectiveness and customer satisfaction.
- Assisted leadership teams in developing operational strategies and workforce planning initiatives.
- Participated in management planning sessions focused on growth, service enhancement, and organizational effectiveness.
- Supported continuous improvement initiatives that enhanced employee productivity and customer experiences.
- Maintained compliance with company policies, procedures, and performance standards.
Carrier / Customer Service Specialist
3 Years 1 Month- Provided reliable mail delivery services while serving as a customer-facing representative of the United States Postal Service.
- Key Accomplishments and Responsibilities
- Sorted, processed, and delivered mail, packages, certified mail, and registered mail to residential and commercial customers.
- Maintained exceptional service standards while ensuring timely and accurate mail delivery.
- Assisted customers with postal products and services while identifying cost-saving opportunities.
- Built positive relationships with customers through professional communication and responsive service.
- Demonstrated strong organizational skills and attention to detail in managing daily delivery responsibilities.
Assistant Manager
3 Years 3 Months- Supported daily branch operations by partnering with the General Manager to oversee loan processing, compliance, customer service, and team performance.
- Key Accomplishments and Responsibilities
- Managed day-to-day lending operations while ensuring adherence to company policies and regulatory requirements.
- Reviewed high-volume loan applications and documentation for accuracy and compliance.
- Established performance expectations and held team members accountable for achieving operational objectives.
- Served as branch compliance officer, ensuring ethical business practices and documentation integrity.
- Coordinated vehicle appraisals and supported profitability initiatives.
- Developed strong customer relationships while delivering exceptional service experiences.
Education
Bachelor of Science - Business Management
- (Incomplete)
- Emphasis: Human Resources Management
Skills
Microsoft Office Suite (Word
Excel
PowerPoint)
Google Workspace
Zoom
Google Analytics
Workforce Management Systems
Customer Relationship Management (CRM) Systems
Operational Reporting & Analytics
Certification
- Staff Development Certification
- Team Leadership Certification
- Conflict Resolution Training
Timeline
Postmaster
UNITED STATES POSTAL SERVICE (USPS)
12.2024 - CurrentRead More
Customer Service Manager
UNITED STATES POSTAL SERVICE (USPS)
05.2016 - 12.2024Read More
Carrier / Customer Service Specialist
UNITED STATES POSTAL SERVICE (USPS)
04.2013 - 05.2016Read More
Assistant Manager
TITLEMAX
01.2010 - 04.2013Read More
CAPELLA UNIVERSITY
Bachelor of Science from Business Management
Read More
CORE COMPETENCIES
- Operations Management
- Customer Service Leadership
- Employee Training & Development
- Workforce Planning & Scheduling
- Strategic Planning
- Performance Management
- Process Improvement
- Team Building & Employee Engagement
- Regulatory Compliance
- Conflict Resolution
- Change Management
- Project Management
- Operational Analysis
- Continuous Improvement
- Client & Stakeholder Relations