Janice Dennard
Jacksonville,United States
Summary
With more than 14 years of experience, I am a customer service specialist who is results-oriented and proficient in conflict resolution and effective communication. Proven track record in roles requiring quick decision-making and detailed investigative skills. Committed to elevating customer satisfaction and service quality, utilizing deep knowledge in safety protocols and emergency response.
Overview
25
25
years of professional experience
Work History
Letter Carrier / Quality Inspection
United States Postal Service
06.2020 - Current
- Streamlined mail delivery to homes and businesses
- Optimized postal routes, enhancing efficiency
- Boosted service satisfaction by resolving postal queries
- Reduced misdeliveries by ensuring accurate mail sorting
- Improved process by updating route as per management directives.
Customer Service Team Leader Resolutions
Wells Fargo
10.2016 - 06.2020
- Led claim investigations, ensuring labor law compliance, enhancing team efficiency
- Reduced customer dispute resolution time by 30%, improving satisfaction
- Trained team on regulatory policies, boosting competency and adherence
- Implemented cost-saving measures in complaint handling, lowering operational costs
- Led a team to enhance customer satisfaction, achieving a 25% boost in positive feedback scores.
Police Officer
City of Riviera Beach
01.2010 - 06.2016
- Enforced Florida's general laws collaboratively
- Investigated reported criminal activities, demonstrating analytical skills
- Engaged empathetically with community members
- Responded to emergency calls, prioritizing public safety
- Utilized police terminology effectively in daily radio communications.
Logistics/Dispatch Supervisor
UPS Freight
02.2000 - 02.2010
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Observed packing operations to verify conformance to specifications.
- Frequently inspected production area to verify proper equipment operation.
- Devised and implemented processes and procedures to streamline operations.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Maintained database systems to track and analyze operational data.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Created and managed project plans, timelines and budgets.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Education
High School Diploma -
Florida Community College
Jacksonville, FLAssociate of Science - Business Communications
Florida Community College
Jacksonville, FL05.2000
Skills
- Quality Inspection
- Problem Solving
- Mental Agility
- Conflict Management
- CPR
- First Aid
- Traffic Enforcement
- Criminal Identification
- Law Enforcement
- Team Leadership
- Workload Distribution
- Interviewing
- Pressure Handling
- Suspect Pursuit
- Complaint Resolution
- Dispatch System
- Investigation
- Witness Questioning
Accomplishments
- Streamlined mail delivery to homes and businesses, reducing delivery time and enhancing efficiency.
- Optimized postal routes, improving delivery accuracy and reducing operational costs.
- Resolved postal queries promptly, boosting customer satisfaction and trust.
- Ensured accurate mail sorting, significantly reducing misdeliveries and improving reliability.
- Updated delivery routes as per management directives, leading to improved service processes.
- Led claim investigations, ensuring labor law compliance and enhancing team efficiency.
- Reduced customer dispute resolution time by 30%, improving satisfaction.
- Trained team on regulatory policies, boosting competency and adherence.
- Implemented cost-saving measures in complaint handling, lowering operational costs.
- Led a team to enhance customer satisfaction, achieving a 25% boost in positive feedback scores.
Timeline
Letter Carrier / Quality Inspection
United States Postal Service
06.2020 - Current
Customer Service Team Leader Resolutions
Wells Fargo
10.2016 - 06.2020
Police Officer
City of Riviera Beach
01.2010 - 06.2016
Logistics/Dispatch Supervisor
UPS Freight
02.2000 - 02.2010
High School Diploma -
Florida Community College
Associate of Science - Business Communications
Florida Community College