Jerry Alley
Lead Customer Care Agent
Burton,MI
Summary
Empathetic Customer Care Agent known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, customer relationship management, and communication technologies. Excel in active listening, problem-solving, and adaptability, ensuring positive outcomes in customer interactions. My past experience allowed me to train and assist other agents in customer service.
Overview
33
33
years of professional experience
12
12
years of post-secondary education
Work History
Lead Customer Care Agent
United States Postal Service, USPS
Troy, MI
11.2012 - 05.2025
- Assisted customers with inquiries regarding postal services and package tracking.
- Resolved complaints by providing effective solutions and ensuring customer satisfaction.
- Educated customers on shipping options, pricing, and delivery times.
- Identified customer needs and provided appropriate solutions.
- Maintained accurate records of customer interactions and transactions.
- Provided timely and accurate responses to customer inquiries via phone, email, and chat.
- Processed orders for customers quickly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Customer Care Agent Tier 2
United States Postal Service, USPS
Troy, Michigan
08.2012 - 11.2012
- Assisted customers with inquiries and provided accurate information.
- Resolved issues using problem-solving techniques and customer service skills.
- Managed high volumes of calls and maintained organized records efficiently.
Sales and Service Associate
United States Postal Service, USPS
Waterford, MI
01.1998 - 08.2012
- Processed incoming and outgoing mail efficiently and accurately.
- Utilized POS system to process orders accurately and efficiently.
- Handled cash, credit card, and check payments for goods and services.
- Assisted with inventory control procedures such as ordering stock and stocking shelves.
- Performed opening and closing duties including counting money in drawers, setting up registers, completing daily logs.
Education
Bachelor Of Accountancy - Accounting
Walsh College of Accounting And Business Administration
Troy, MI 09.1987 - 01.2000
Skills
- Customer relationship management
- Problem solving
- Order processing
- Complaint resolution
- Research skills
- CRM software
- Call center experience
- Shipping and logistics
- Customer service
- Technical troubleshooting
- Email correspondence
- Point-of-sale system
- Call handling
- Salesforce CRM
Timeline
Lead Customer Care Agent
United States Postal Service, USPS
11.2012 - 05.2025
Customer Care Agent Tier 2
United States Postal Service, USPS
08.2012 - 11.2012
Sales and Service Associate
United States Postal Service, USPS
01.1998 - 08.2012
Bachelor Of Accountancy - Accounting
Walsh College of Accounting And Business Administration
09.1987 - 01.2000