Jwana Gunn
Birmingham,AL
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer Relations Coordinator
United States Postal Service, USPS
Birmingham, AL
08.1990 - Current
- Developed strategies for increasing customer satisfaction and loyalty.
- Provided training to staff members on how to effectively interact with customers in order to maximize satisfaction levels.
- Organized promotional events to generate sales leads and strengthen customer relationships.
- Developed and implemented customer loyalty programs to increase satisfaction.
- Analyzed customer trends and provided insights into potential areas of improvement.
- Maintained customer relationships by responding to inquiries, resolving complaints and providing information.
- Monitored customer feedback data and identified trends in order to improve service levels.
- Gathered customer feedback through surveys, focus groups, interviews, and other methods.
- Created reports summarizing key performance metrics related to customer relations initiatives.
Education
MBA - Human Resources Management
University of West Alabama
Livingston, AL12-2023
Bachelor of Science - Human Resources Management
Faulkner University
Montgomery, AL12-2013
Bachelor of Science - Nursing/Health Promotion
University of Alabama At Birmingham
Birmingham, ALHigh School Diploma -
Ramsay High School
Birmingham, AL05-1985
Skills
- Customer Rapport Building
- Team Development
- Account Management
- Customer Satisfaction
- Employee Performance Evaluation
- Industry Best Practices
- Resource Management
- Customer Relationship Management
- Diplomatic Communication
- Performance Tracking
- Customer Relations
- Training Programs
- Proficient in Microsoft Word, Excel and Powerpoint
- Training and Mentoring
Affiliations
- Volunteer - St. Martin in the Pines - 2000 - Present
- Volunteer - United Way of Central Alabama - 2001 - Present
- Winchester Hills Neighborhood Association Board Member 2022 - Present
- New Membership Orientation Instructor - Hope Everlasting Ministry (The HEM) - 2023 - Present
- IDAC Inclusiveness & Diversity Advisory Committee (USPS) - 2005 - Present
- Loaned Executive - United Way of Central Alabama (Combined Federal Campaign) 2003 - 2018
- Volunteer Coordinator - Bruno's Memorial Classic - 2000 - 2003
- Volunteer Coordinator - City Stages - 2002-2005
- Coordinator: Blood Drive;USPS 1998-2007
- Adult Advisor - Gamma Tau Epsilon Sorority (GTE - Highschool Sorority) - 1999 - 2004
- Volunteer - Boy Scouts of America, Birmingham, AL 1994 - 2000
- President - Wilson Chapel Baptist Church Youth Department - 1987 - 1994
- Advisor - Wilson Chapel Baptist Church Youth Department - 2015 - 2000
- Sunday School Teacher - Wilson Chapel Baptist Church - 1985 - 1990
- Nation Association of Postal Supervisors - 2010 - Present
Accomplishments
- President's List; Faulkner University - 2012, 2013
- President's List; University of Alabama at Birmingham, Spring 2001, Spring 2002
- Dean's List; University of Alabama At Birmingham, Spring 2006
- Leadership Scholarship; University of Alabama, Tuscaloosa, AL 1985
- Who's Who Among High School Students - 1983/1984; 1984/1985
- Leadership Award; United Way of Central Alabama (Combined Federal Campaign) - 2000 - 2007
Certification
- Certified Facilitator Trainer- 2007
- Certified Facilitator - 2005
- Certified Public Speaker - Dale Carnegie - 2003
References
References available upon request.
Timeline
Customer Relations Coordinator
United States Postal Service, USPS
08.1990 - Current
MBA - Human Resources Management
University of West Alabama
Bachelor of Science - Human Resources Management
Faulkner University
Bachelor of Science - Nursing/Health Promotion
University of Alabama At Birmingham
High School Diploma -
Ramsay High School
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