Johneise Hansford
Woodbridge,VA
Summary
Dynamic Equal Employment Opportunity Specialist with over 10 years at the US Postal Service, excelling in regulatory compliance and employee training. Proven track record in enhancing customer satisfaction and streamlining processes through expert problem-solving and data analysis. Adept at fostering team collaboration and driving organizational improvements.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Equal Employment Opportunity Specialist
Dept Of Defense
Quantico, VA
08.2024 - Current
- Provided technical support for customers in resolving complex issues.
- Participated in ongoing training and compliance activities.
- Identified needs of customers promptly and efficiently.
- Organized client meetings to provide project updates.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Worked closely with human resources to support employee management and organizational planning.
- Maintained positive working relationship with fellow staff and management.
- Conducted regular meetings with staff to review progress and address any concerns.
- Coordinated with other departments to ensure efficient workflow processes.
Equal Employment Opportunity Specialist
US Postal Service. 10 Yr +
Dulles, VA
08.2017 - 08.2024
- Conducted regular meetings with staff to review progress and address any concerns.
- Assisted in developing strategies to increase customer satisfaction levels.
- Coordinated with other departments to ensure efficient workflow processes.
- Created training materials for new hires on the company's procedures and policies.
- Provided technical support for customers in resolving complex issues.
- Participated in ongoing training and compliance activities.
- Identified needs of customers promptly and efficiently.
- Organized client meetings to provide project updates.
- Worked closely with human resources to support employee management and organizational planning.
- Analyzed key performance indicators to identify effective strategies.
- Maintained positive working relationship with fellow staff and management.
Customer Service Supervisor
US Postal Service. 10 Yr +
Fairfax, VA
01.2015 - 08.2017
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Maintained accurate records of customer interactions for future reference.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Assisted in developing training materials for new hires as well as existing employees.
- Trained new customer service representatives on company policies and procedures.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Recruited qualified personnel when needed for open positions within the department.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Evaluated employee job performance and motivated staff to improve productivity.
- Evaluated and authenticated returns, exchanges and voids.
- Drove positive customer satisfaction levels by providing successful training to associates.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Monitored phone calls to provide feedback and coaching.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Managed team of customer service representatives to ensure high-quality support.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Answered phone calls and responded to questions and concerns.
- Monitored phone calls to promote better service and provide feedback.
- Interviewed, hired and trained staff to meet company objectives.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Guided employees in handling difficult or complex problems.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Resolved customer complaints or answered customers' questions.
- Interpreted and explained work procedures and policies to brief staff.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Analyzed financial activities of department to share budgetary input with managers.
- Researched and prepared reports required by management or governmental agencies.
- Computed balances, totals or commissions to support accounting team.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Recruited, interviewed and selected employees to fill vacant roles.
Education
Some College (No Degree) - Psychology
Marine Corps University
Quantico, VASkills
- Regulatory compliance
- Policy writing
- Data analysis
- Document management
- Employee training
- Customer service
- Team building
- Expert problem solving
- Customer relations
- Quality assessment
Affiliations
- I like to paint
- I like to sing in my church choir
- I am a foodie
Accomplishments
- I have received several leadership awards/ cash awards
- I have received numerous service awards, both certificates and pins
- I have consistently met and/or exceeded performance goals thereby receiving the highest performance evaluations
Certification
- I have received all credentials necessary to qualify me as an expert in my field ie, EEOC Training
References
References available upon request.
Timeline
Equal Employment Opportunity Specialist
Dept Of Defense
08.2024 - Current
Equal Employment Opportunity Specialist
US Postal Service. 10 Yr +
08.2017 - 08.2024
Customer Service Supervisor
US Postal Service. 10 Yr +
01.2015 - 08.2017
Some College (No Degree) - Psychology
Marine Corps University
Similar Profiles
BRYAN EILERBRYAN EILER
Regional Safety Manager at Dept Of DefenseRegional Safety Manager at Dept Of Defense
Anne VegaAnne Vega
Personnel Security Specialist at Dept Of DefensePersonnel Security Specialist at Dept Of Defense
DIANA ColeDIANA Cole
Dispatcher/Driver/Unit Control Contact at Dept Of DefenseDispatcher/Driver/Unit Control Contact at Dept Of Defense
Oye AkuffoOye Akuffo
Marketing & Operations Experience at Freelance / VolunteerMarketing & Operations Experience at Freelance / Volunteer
Philicty JonesPhilicty Jones
Collections Specialist at AloricaCollections Specialist at Alorica