Johnathan Fraley
Clarksville,Tennessee
Summary
Dynamic leader with a proven track record at USPS, consistently enhancing customer satisfaction and fostering team collaboration. Successfully reduced novice driver accidents through a focus on safety during training, demonstrating exceptional problem-solving skills. Adept at building strong teams and promoting employee engagement and productivity. Recognized for implementing innovative training programs that have resulted in notable improvements in service quality and employee retention.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
USPS, United States Postal Service
02.2024 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Monitored front areas so that questions could be promptly addressed.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Ad-Hoc Driver Safety Instructor
USPS, United States Postal Service
04.2018 - 02.2024
- Conducted new hire training on multiple routes with preferred work methods and safety.
- Developed and implemented training materials and course updates.
- Participated in ongoing professional development opportunities within the industry, staying current on changes in laws or regulations affecting driver education programs.
- Make sure the new associates can safely operate all of the vehicles required for them to deliver at various stations, have knowledge of the El -804, manage and communicate the importance of safety while driving, teach Defensive Driver Course, introduce the five proper dismount procedures to include LLV, FFV, what are rollaway and runaways concepts, train the new associates on the skills course how to safely operate each postal vehicle that is required.
- Reduced the number of accidents involving novice drivers under my instruction through a rigorous emphasis on safe driving practices.
Rural Carrier Academy Facilitator
USPS, United States Postal Service
10.2017 - 02.2024
- Improved employee retention rates through engaging and interactive training sessions.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Provided ongoing coaching and feedback to facilitate long-term success in employee roles following the completion of initial training
- .Make sure all trainees have a deep understanding of what it means to be a rural carrier, train over four 8-hour days with day building upon the concepts from the previous day, demonstrate how the information presented applies to each carrier's position, required to be a Full-time regular rural carrier and receive facilitator training, ability to communicate proficiently and effectively evidenced by the surveys that the trainees fill out at the end of each week, exhibit creativity, flexibility, and innovation, time management, ability to teach individuals from diverse backgrounds, encourage class participation, and help each individual understand their job description and responsibilities, knowledge of the Standard Training for Rural Letter Carriers Participant guide, knowledge of Handbook PO-603, Rural Carrier Duties and Responsibilities.
- Teach trainees safe lifting techniques to limit injuries, and how to avoid heat-related illness & injury, and teach proper accident procedures.
Rural Mail Carrier
USPS, United States Postal Service
11.2013 - 02.2024
- Sorted mail according to order of address appearance for easy access in field.
- Distributed items on time and to correct locations for punctual, professional mail services.
- Achieved high levels of accuracy in mail sorting and delivery by consistently double-checking addresses and package labels.
- Organized mail ahead of delivery runs for correct routing.
- Secured and properly stored packages for delivery to eliminate damage risks.
- Adhered to all postal regulations while delivering mail, upholding the USPS standard of professionalism.
- Ensured safe delivery of packages by following proper handling procedures and using appropriate equipment.
Automotive Sales Consultant
Gary Matthews Motors
06.2013 - 11.2013
- Boosted customer satisfaction by providing personalized consultations and vehicle recommendations.
- Demonstrated automobiles by explaining characteristics, capabilities, and features, taking test drives, and explaining warranties and services.
- Closed sales by overcoming objections, asking for sales, negotiating prices, and completing purchase contracts,
- Assisted clients in financing options, arranging test drives, and completing necessary paperwork for purchases.
- Developed strong relationships with customers for repeat business and referrals.
Professional Athlete
Leicester Riders
11.2012 - 12.2012
- Attended all practices, meetings, and workouts on time.
- Remained adaptable in response to changes in game strategies or unexpected challenges encountered during competition play.
- Collaborated with coaches to develop personalized training programs tailored to individual strengths and areas for growth.
- Maintained consistent communication with coaching staff regarding progress toward personal goals and areas needing additional focus or support.
- Adapted quickly to new coaching systems or philosophies when required, ensuring seamless integration into updated gameplay approaches.
- Reported to practice at established times and arrived ready to contribute.
Education
Bachelor of Science - Health Care Management
Austin Peay State University
Clarksville, TN05-2012
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Decision-Making
- Training and mentoring
- Customer Relations
- Handling Escalations
- Employee Scheduling
- Complaint resolution
- Complaint Handling
Certification
- [Facilitator Certificate ] USPS [2017-10]
Timeline
Customer Service Supervisor
USPS, United States Postal Service
02.2024 - Current
Ad-Hoc Driver Safety Instructor
USPS, United States Postal Service
04.2018 - 02.2024
Rural Carrier Academy Facilitator
USPS, United States Postal Service
10.2017 - 02.2024
Rural Mail Carrier
USPS, United States Postal Service
11.2013 - 02.2024
Automotive Sales Consultant
Gary Matthews Motors
06.2013 - 11.2013
Professional Athlete
Leicester Riders
11.2012 - 12.2012
Bachelor of Science - Health Care Management
Austin Peay State University