Jennifer Henry
El Paso,IL
Summary
Adept at workforce management and seasoned in conflict resolution, I significantly enhanced customer service delivery at the United States Post Office. My leadership in training staff and streamlining processes, coupled with a strong organizational ability and an energetic work attitude, consistently improved team efficiency and customer satisfaction. I have 67 employees that I make weekly schedules for and 75 employees I make monthly schedules for. I am responsible for 47 Rural delivery routes to ensure prompt and accurate mail and package delivery on a daily basis.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
United States Post Office
Bloomington, IL
05.2018 - Current
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Maintained accurate records of customer interactions for future reference.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Answered phone calls and responded to questions and concerns.
- Interviewed, hired and trained staff to meet company objectives.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer complaints or answered customers' questions.
- Developed and maintained accurate schedules for staff, including vacation and sick days.
- Communicated with department managers regarding staffing needs.
- Utilized MS Office and Excel to analyze data and create spreadsheets.
Shift Supervisor
CVS
Washington, IL
11.2017 - Current
- Replenished floor stock and processed shipments to ensure product availability for customers
- Reorganized the sales floor to meet company demands
- Planograms & price changes
- Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts
- Operated a cash register to process cash, check and credit card transactions
- Administered all point of sale opening and closing procedures
Server
Steak N Shake
Bloomington, IL
02.2015 - 06.2016
- Delivered exceptional service by greeting and serving customers in a timely, friendly manner
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods
- Answered questions about menu selections and made recommendations when requested
- Appropriately suggested additional items to customers to increase restaurant sales
- Promptly served all food courses and beverages to guests
- Regularly checked on guests to ensure satisfaction with each food course and beverages
Cashier/Stocker
Aldi
Bloomington, IL
10.2012 - 04.2016
- Assessed customer needs and responded to questions
- Cleaned and straightened work area
- Issued receipts for purchases and gifts
- Organized register supplies
- Worked with customer service to resolve issues
- Unboxed new merchandise
- Rotated stock to maintain freshness
- Operated cash register with proficiency
- Provided professional and courteous service at all times
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Prevented store losses using awareness, attention to detail and integrity
- Cross-trained and provided back-up for other customer service representatives when needed
- Worked as a team member performing cashier duties, product assistance and cleaning
- Directed and managed all functions of the dairy, frozen, produce and bakery departments
- Conducted price checks for cashiers and service clerks
- Safely used knives, wrappers, compactors, and garbage disposals
- Safely operated manual and electric pallet jacks and hand trucks
Collector 2
Afni
Bloomington, IL
01.2010 - 06.2012
- Renegotiated payment terms with dozens of consumers
- Calculated figures such as discounts, percentage allocations and credits
- Verified details of transactions, including funds received and total account balances
- Researched and resolved billing and invoice problems
- Inbound and outbound calls
- Managed multiple computers screens and programs at one time
- Calculated, prepared, and issued bills, invoices and account statements according to established procedures
- Complied with federal, state and company policies, procedures and regulations
- Reconciled and reported discrepancies found in records
- Communicated with customers, employees and other individuals to answer questions and explain information
Skills
- Strong organizational skills
- Workforce Management
- Employee Scheduling
- Workflow Management
- Active listening skills
- Work Prioritization
- Seasoned in conflict resolution
- Large cash/check deposits expert
- Store maintenance ability
- Adaptive team player
- Opening/closing procedures
- Courteous demeanor
- Energetic work attitude
- Inventory control familiarity
- Customer service expert
Accomplishments
- Greeted customers upon entrance and handled all cash and credit transactions.
- Assisted customers over the phone regarding store operations, product, promotions and orders.
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Multitasking
- Cashiered with two cash registers at once in tandem to maximize customer flow.
- Handled multiple phone lines at one time.
- Assisted in the managing of the company database and verified, edited and modified members’ information.
- Handled multiple monitors.
- Scheduling
Timeline
Customer Service Supervisor
United States Post Office
05.2018 - Current
Shift Supervisor
CVS
11.2017 - Current
Server
Steak N Shake
02.2015 - 06.2016
Cashier/Stocker
Aldi
10.2012 - 04.2016
Collector 2
Afni
01.2010 - 06.2012