Joy Serrano
Easley,SC
Summary
Dynamic professional with a proven track record at USPS, excelling in customer service and problem-solving. Expert in Microsoft Office, adept at fostering teamwork and reducing complaints by implementing effective solutions. Lean Six Sigma Yellow Belt certified, demonstrating exceptional time management and decision-making skills, significantly enhancing operational efficiency.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
USPS
09.2017 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of clerks, carriers, and supervisors fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing work hours.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
City Carrier
USPS
02.2011 - 09.2017
- Planned and cased mail in sequence of delivery for designated route.
- Maintained safety standards while driving, resulting in zero accidents during tenure.
- Delivered packages and mail to business and people in local area.
- Navigated diverse weather conditions to deliver mail on time, demonstrating a strong commitment to job responsibilities.
- Collected mail from letter boxes on specific route both on foot and by vehicle.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Engaged customers with pleasant demeanor and offered to help with mail-related issues.
Paralegal
Mitchell Law Firm
04.2009 - 02.2011
- Reduced attorney workload by drafting routine legal documents such as pleadings, motions, and affidavits.
- Managed scheduling of court calendars and deadlines to maintain smooth flow of firm operations.
- Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
- Assisted counsel in preparing answers, providing documentation, and information for discovery request.
- Communicated with clients, opposing counsel and court personnel to keep all parties informed on case updates.
Education
Associate of Applied Science - Paralegal
Greenville Technical College
Greenville, SCSkills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Time Management
- Training and mentoring
- Decision-Making
- Deadline-oriented
- Lean Six Sigma Yellow Belt Certified
Timeline
Customer Service Manager
USPS
09.2017 - Current
City Carrier
USPS
02.2011 - 09.2017
Paralegal
Mitchell Law Firm
04.2009 - 02.2011
Associate of Applied Science - Paralegal
Greenville Technical College