Heather Mader
Appleton,WI
Summary
Results-drive leader accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Working knowledge of optimal practices and safety behaviors for all crafts of employees within the Appleton Post Office. Dependable Customer Service Supervisor proficient in team and operational leadership. Enthusiastic about supporting business success.
Overview
9
9
years of professional experience
Work History
Supervisor of Customer Services
United States Postal Service
Appleton, Wisconsin
08.2018 - Current
- Conducted training and mentored of 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.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Standardized office structures and processes to promote collaboration and increased performance.
City Carrier Assistant/Technician
United States Postal Service, USPS
Neenah, Wisconsin
04.2016 - 08.2018
- Planned and cased mail in sequence of delivery for designated route.
- Engaged customers with pleasant demeanor and offered to help with mail-related issues.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Operated vehicles and equipment to transport packages and mail pieces.
- Collected mail from letter boxes on specific route both on foot and by vehicle.
- Worked closely with other employees in mail office and handled various administrative tasks.
- Explained mail regulations, policies or procedures to postal customers.
- Directly interacted with customers to deliver mail, packages and ordered goods.
- Greeted customers and answered questions regarding mail pick up times, postal regulations and delivery costs.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
204B - Acting Supervisor of Customer Services
United States Postal Service, USPS
Neenah, Wisconsin
04.2017 - 07.2018
- 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.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Standardized office structures and processes to promote collaboration and increased performance.
Staff Coordinator
Home Instead Senior Care
Appleton, WI
08.2014 - 12.2015
- Received and responded to customer requests via emails, telephone calls and in-person interactions.
- Entered data, generated reports and produced tracking documents.
- Gathered and organized materials to support operations.
- Coached employees through day-to-day work and complex problems.
- Aided colleagues, managers and customers through regular communication and assistance.
- Maintained master schedule and set up appointments.
- Drove workflow improvements by streamlining processes.
- Resolved employment-related disputes through proactive communication.
Education
Bachelor of Arts - Liberal Studies/Business Management
University of Wisconsin - Oshkosh
Oshkosh, WI12.2016
Associate of Applied Science - Criminal Justice
Fox Valley Technical College
Appleton, WI06.2012
General Education
University of Wisconsin-Fox Valley
Menasha, WIHigh School Diploma -
Shiocton High School
Shiocton, WI05.2008
Skills
- Account Authorizations
- Performance Evaluations
- Policy Enforcement
- Maximizing Coverage
- Investigation Support
- Report Preparation and Analysis
- Positive and Constructive Feedback
- Special Assignments
- Issue Resolution
- Workflow Management
- Work Prioritization
- Handling Escalations
- Continuous Improvements
- Maintaining Clean Work Areas
- Time Management
- Verbal and Written Communication
- Leading Team Meetings
- Office Management
- Staff Training
- Team Management
- Corrective Actions
- Union Negotiations
- New Hire Training
- Payroll Administration
- Making Announcements
- Job Assignments
- Collaborative Environments
- Information Updates
- Professional Phone Etiquette
- Employee Scheduling
- Research and Analysis
- Mail and Package Distribution
- Supervising Employees
- Reading Comprehension
- Information Security
- Database Maintenance
- Establishing Work Schedules
- Leadership and Change Management
- Labor Relations
- Layout Planning
- Compliance Adherence
- Employee Performance Reviews
- Special Requests
- Employee Motivation
- Behavior Identification
- Daily Timekeeping
- Adaptable and Resilient
- Diligent Follow Through
- Confidence and Drive
- Pivot Tables
- Friendly and Relatable
- Meeting Coordination and Support
- Administration and Operations
- Delegation and Work Assignment
- Team-Building Exercises
- Leadership
Additional Information
Accident and Response Reporting - Completed on 05/06/2018
New Supervisor Training (NSP) - 02/25/2019 - 03/29/2019 (Completed)
Timeline
Supervisor of Customer Services
United States Postal Service
08.2018 - Current
204B - Acting Supervisor of Customer Services
United States Postal Service, USPS
04.2017 - 07.2018
City Carrier Assistant/Technician
United States Postal Service, USPS
04.2016 - 08.2018
Staff Coordinator
Home Instead Senior Care
08.2014 - 12.2015
Bachelor of Arts - Liberal Studies/Business Management
University of Wisconsin - Oshkosh
Associate of Applied Science - Criminal Justice
Fox Valley Technical College
General Education
University of Wisconsin-Fox Valley
High School Diploma -
Shiocton High School
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