Microsoft Office Suite: Word, Excel, PowerPoint, Outlook
Janell Wood
Peoria,AZ
Summary
Organized and dedicated individual possessing strong desire to learn and grow professionally with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
Work History
Postal Clerk
U.S. Postal Service, USPS
Phoenix, AZ
07.2022 - Current
- Converted to a permanent Career position within 11 months of employment as a Postal Support Employee (PSE)
- Same duties and responsibilities as Postal Support Employee (PSE)
Postal Support Employee Processing Clerk
U.S. Postal Service, USPS
Phoenix, AZ
07.2021 - 07.2022
- Make one or more sortations of outgoing and/or incoming mail using the appropriate sort program or manual distribution scheme
- Perform all of the following duties: loads mail onto automated equipment, culling out non-processable items
- Enter sort plan and starts equipment; monitors flow of mail to ensure continuous feed; sweeps separated mail from bins/stackers; and stops equipment when distribution run or operation is completed
- Run machine reports, clears jams and contacts maintenance for assistance when required
- Prepare work area, ensuring all necessary support equipment and materials, including labels, trays, and other containers, are in place
- Remove sorted mail from bins or separations and places into appropriate trays or containers for further processing or dispatch based on knowledge of operating plans and dispatch schedules, or at the instruction of supervisors or expediters; may riffle or verify mail to ensure sortation accuracy as needed
- Follow established safe work methods, procedures and safety precautions while performing all duties.
Guest Services and Experiences Manager
Phoenix Zoo / Arizona Center for Nature Conservation
Phoenix, AZ
03.2017 - 02.2021
- Promoted through a streamlining of job duties and responsibilities to include additional areas within the department
- This position included the same duties and responsibilities as the previously held Guest Services Manager position.
Guest Services Manager
Phoenix Zoo / Arizona Center for Nature Conservation
Phoenix, AZ
07.2016 - 03.2017
- Promoted to Guest Services Manager for demonstrated department expertise
- This position included the same duties and responsibilities as the previously held Guest Services Assistant Manager position with elevated direct communication with C-Level Executives.
Guest Services Assistant Manager
Phoenix Zoo / Arizona Center for Nature Conservation
Phoenix, AZ
10.2014 - 07.2016
- Promoted to the Guest Services Supervisor rebranded Assistant Manager position as part of a department organizational restructure
- Duties and responsibilities remained the same
Guest Services Supervisor
Phoenix Zoo / Arizona Center for Nature Conservation
Phoenix, AZ
01.2008 - 10.2014
- Promoted to Guest Services Supervisor for demonstrated department expertise
- Responsible for the frontline retail management of daily operations; including on-site ticketing and membership sales, call center reservations, carousel, safari train, stingray bay, stroller and Responsible for daily balancing of registers in excess of $50,000; depending on the season
- Managed and assisted with the recruitment, hiring, supervision, evaluation and training upwards of 100 staff
- Managed the development of protocols, procedures and policies of the department; including the creation wheelchair rentals, crowd control, 4-D theatre and camel rides of operational and training documents
- Provided data analysis and prepared reports based on historical admission trends to ensure accurate attendance projections and sales goals
- Developed and maintained the departmental labor and staffing budget, as well as the operational budget utilizing Excel spreadsheets
- Assisted with the development and implementation of a sales and service program to improve guest satisfaction and retail sales of experiences to achieve revenue and service goals
- Responsible for the creation, coordination, and maintenance of the department staffing schedule using the WhentoWork online scheduling program
- Responsible for processing department timesheets to ensure accuracy for payroll processing by the Payroll Manager using the Paycom online payroll program
- Responsible for inventory management in accordance with the department budget, including product research, purchase requests/ordering, and maintenance of needed operational supplies
- Troubleshoot and resolve problems and handle guest complaints and comments in a professional manner while providing quality guest service both in-person and through telephone and email communications
- Maintain effective working relationships, collaboration, and communication with other departments, including Marketing, Public Relations, Finance and Information Technology, to ensure quality guest services to all internal and external guests
- Member of several work committees, including employee satisfaction, safety, and special event management
Guest Services Representative
Phoenix Zoo / Arizona Center for Nature Conservation
Phoenix, AZ
10.2000 - 01.2008
- Provided excellent front line guest service
- Responsibilities included selling admission tickets and memberships, validating tickets, renting and maintaining strollers and wheelchairs, operation of retail experiences including: carousel, camel rides, 4-D theater and other experiences as needed, as well as providing general zoo information
Education
Bachelors of Interdisciplinary Studies - Education And Family Studies/Child Development, Tourism
Arizona State University
Tempe, AZ 08.2000 - 05.2005
Skills
PC KnowledgeableStrong written and oral communication
Administrative and Clerical support: data entry, answering phone calls and sorting and filing documents
Recruitment, hiring, training and developement
Inventory managementCustomer ServiceRetail management and salesDetail-drivenCollaboration / TeamworkTrustworthinessStrong work ethicProblem-solving skills
Inter-department collaboration
Budgeting and reporting
Schedule Management
Key holder experience
Policy and procedure modification
Software
Blackbaud: Raiser’s Edge
Gateway: Galaxy Ticketing Systems
Timeline
Postal Clerk
U.S. Postal Service, USPS
07.2022 - Current
Postal Support Employee Processing Clerk
U.S. Postal Service, USPS
07.2021 - 07.2022
Guest Services and Experiences Manager
Phoenix Zoo / Arizona Center for Nature Conservation
03.2017 - 02.2021
Guest Services Manager
Phoenix Zoo / Arizona Center for Nature Conservation
07.2016 - 03.2017
Guest Services Assistant Manager
Phoenix Zoo / Arizona Center for Nature Conservation
10.2014 - 07.2016
Guest Services Supervisor
Phoenix Zoo / Arizona Center for Nature Conservation
01.2008 - 10.2014
Guest Services Representative
Phoenix Zoo / Arizona Center for Nature Conservation
10.2000 - 01.2008
Bachelors of Interdisciplinary Studies - Education And Family Studies/Child Development, Tourism
Arizona State University
08.2000 - 05.2005