Jedez Lay
Brooklyn
Summary
Dynamic customer service leader with a proven track record at the United States Postal Service, driving operational efficiency and enhancing customer satisfaction. Skilled in data analytics and cross-functional collaboration, I have successfully led teams to achieve significant improvements in service quality and productivity. Committed to fostering an inclusive workplace culture.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager Customer Services
United States Postal Service
New York
02.2021 - Current
- Led and motivated a diverse customer service team, improving delivery services efficiency by 20% over FY 24.
- Collaborated with leadership to identify operational bottlenecks, resulting in actionable insights that enhanced customer satisfaction by 20%.
- Provided accurate data analytics for annual budget planning, contributing to a 5% decrease in operational expenses.
- Organize and facilitate cross-functional team collaboration, improving employee availability by 9%.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Coached, mentored and trained team members in order to improve their job performance.
- Analyzed customer feedback data to develop action plans for improving services offered.
Management Analyst
United States Postal Service
New York
06.2019 - 02.2021
- Drove operational improvements that increased parcel post delivery time by 20%, enhancing retention rates.
- Implemented multi-functional reviews that identified process enhancement alternatives, leading to a 25% increase in productivity.
- Facilitated seamless information exchange across departments, significantly boosting overall program effectiveness.
Supervisor Customer Services
United States Postal Service
Arlington
04.2012 - 06.2019
- Designed and executed operational strategies that resulted in a 20% increase in customer satisfaction through proactive service oversight.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored compliance with service standards, reducing delivery errors by 13%, and elevating overall service quality.
- Built strong relationships across units to improve efficiency, communication, and execution of service programs.
Education
Associate - Liberal Arts
Kingsborough Community College
New York, NY, USA06.2005
Skills
- Customer experience leadership
- Cross-functional collaboration
- Team leadership
- Customer service excellence
- Data analytics expertise
- Analytical mindset
- Inclusive workplace culture
- Operational efficiency management
Accomplishments
- Northern Virginia Engagement Ambassador of the year 2019
Certification
- Workflow Specialist Certificate- Asana
- Foundations of Project Management- Google Certificate
References
References available upon request.
Timeline
Manager Customer Services
United States Postal Service
02.2021 - Current
Management Analyst
United States Postal Service
06.2019 - 02.2021
Supervisor Customer Services
United States Postal Service
04.2012 - 06.2019
Associate - Liberal Arts
Kingsborough Community College
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