Jacqueline Enos
Las Vegas,NV
Summary
Dynamic Supervisor with extensive experience at the United States Postal Service, excelling in employee training and performance monitoring. Proven track record in enhancing customer satisfaction through effective complaint resolution and operational policy development. Adept at fostering team collaboration and implementing process improvements, driving efficiency and productivity in fast-paced environments.
Overview
23
23
years of professional experience
Work History
Supervisor, Customer Service
United States Postal Service
Las Vegas, Nevada
09.2017 - Current
- Assisted team in daily operations and workflow management.
- Monitored employee performance and provided constructive feedback.
- Coordinated schedules to ensure adequate staffing levels.
- Trained new staff on operational procedures and safety protocols.
- Communicated effectively with team members to resolve issues promptly.
- Supported managers in executing operational strategies and initiatives.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Collaborated with other departments to coordinate workflow processes between teams.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Created new strategies for improving customer service standards within the organization.
- Trained new employees on company policies and procedures.
- Developed strategies to improve team performance and productivity.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Implemented new operational procedures, increasing efficiency.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Monitored operations and reviewed records and metrics to understand company performance.
- Analyzed key performance indicators to identify effective strategies.
City Letter Carrier
United States Postal Service
Henderson, Nevada
04.2015 - 09.2017
- Sorted and organized mail for efficient route management.
- Operated postal vehicles following safety regulations and traffic laws.
- Provided customer service by addressing inquiries and resolving issues.
- Maintained accurate records of deliveries and collected payments when necessary.
- Collaborated with colleagues to ensure timely mail distribution across routes.
- Conducted inspections of postal equipment to ensure proper functioning.
- Adhered to strict schedules while navigating diverse neighborhoods efficiently.
- Maintained professional and effective public relations with customers and community members.
- Delivered mail and packages to residences and businesses on a daily basis.
- Loaded mail into delivery vehicle according to established procedures.
- Delivered and collects mail on foot or by vehicle under varying road and weather conditions.
- Operated company vehicle in a safe manner while delivering mail along the assigned route.
- Handled undeliverable mail in accordance with established procedures.
- Ensured that all safety guidelines were followed during deliveries.
- Used portable electronic scanner to track parcels and record tracking progress.
- Collected customs charges, postage due and C.O.D. payments.
- Performed daily pre-trip inspections on vehicles prior to use.
- Reported any suspicious activities to supervisors immediately.
- Assisted customers with change of address forms when needed.
- Acquired customer signature for registered and insured mail.
- Inspected mailboxes for proper installation and condition.
- Collected outgoing mail from homes and businesses to deliver to post office for processing.
- Cleaned and checked over vehicle after completion of daily deliveries.
- Scanned labels on letters or parcels to confirm receipt.
Branch Administrator
Pac-Van, Inc.
Las Vegas, Nevada
03.2005 - 04.2015
- Managed branch operations and ensured compliance with company policies.
- Coordinated schedules and assignments for administrative staff and support personnel.
- Maintained accurate records and files for customer accounts and transactions.
- Assisted in training new employees on company procedures and systems.
- Facilitated communication between departments to streamline operational processes.
- Oversaw inventory management and ordered supplies as needed for the branch.
- Supported customer inquiries by providing information about services and solutions offered.
- Processed customer orders accurately and efficiently according to established procedures.
- Maintained an up-to-date knowledge of products and services offered by the company.
- Created and maintained filing systems for records, documents, and correspondence.
- Resolved customer complaints quickly and effectively while maintaining good customer relations at all times.
- Answered incoming phone calls from customers seeking assistance or information about products and services offered by the company.
- Ensured compliance with local laws pertaining to safety regulations within the workplace.
- Scheduled appointments for customers with relevant department personnel.
- Prepared invoices for payment processing in accordance with company policies and procedures.
- Provided administrative support to the Branch Manager and other staff members.
- Greeted clients and visitors to the branch office in a professional manner.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Planned work schedules to maintain adequate staffing levels.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
Specialized Services Manager
ATC of Nevada
Las Vegas, Nevada
09.2002 - 03.2005
- Trained staff on customer service protocols and operational procedures.
- Developed schedules to optimize resource allocation and workflow efficiency.
- Assisted in resolving customer complaints through effective communication techniques.
- Implemented process improvements to enhance service delivery and client satisfaction.
- Monitored performance metrics to identify areas for staff development and training.
- Facilitated team meetings to encourage collaboration and share best practices.
- Resolved customer complaints in a timely manner.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Motivated and supported employees to maintain low turnover.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
- Pitched in to complete various duties during peak periods or employee absences.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Performed root cause analysis on recurring problems encountered by customers.
- Monitored employee performance through key metrics analysis.
- Ensured compliance with applicable laws and regulations related to services provided.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Education
COC - Travel Industry
Baron Travel
Las Vegas, NV08-1991
High School Diploma -
Sunset High School
Las Vegas, NV06-1991
Skills
- Employee training
- Workflow management
- Performance monitoring
- Customer complaint resolution
- Operational policy development
- Staff scheduling
- Resource allocation
- Process improvement
- Customer relationship management
- Effective communication
- Problem solving
- Analytical thinking
- Time management
- Conflict resolution
- Coaching and mentoring
- Relationship building
- Data analytics
- Project management
- Priority management
- Public speaking
- Staff development
- Project planning
- Strategic planning
- Policy and procedure development
- Negotiation
- Customer service
- Schedule development
- Employee development
- Documentation and reporting
- Operations management
- Contract management
- Verbal and written communication
- Staff discipline
- Policy enforcement
- Attention to detail
- Safety protocols
- Goal oriented
- Team building
- Self motivation
- Professionalism
- Reliability
- TACS trained
- AVUS trained
- Trapeze 4 trained
- My PO trained
- ERMS trained
- Dois trained
- CSDRS trained
- CSAW trained
- RWHT trained
- RIMS/DMS trained
- SPLU trained
- Eflash trained
- COARS trained
- Salesforce trained
- CPMS trained
- Webcoins trained
- SST trained
- Webapat trained
- GEO-Delivery trained
- OT Admin trained
- Navision 4 trained
- Proficient in Excel, Windows, Word, Power Point and Outlook
References
References available upon request.
Timeline
Supervisor, Customer Service
United States Postal Service
09.2017 - Current
City Letter Carrier
United States Postal Service
04.2015 - 09.2017
Branch Administrator
Pac-Van, Inc.
03.2005 - 04.2015
Specialized Services Manager
ATC of Nevada
09.2002 - 03.2005
COC - Travel Industry
Baron Travel
High School Diploma -
Sunset High School