Kathy Nelson
Livonia,MI
Summary
Customer service and operations leader with nearly 30 years of experience managing high-volume, customer-facing environments. Proven ability to lead frontline teams, resolve escalated customer concerns, and maintain service excellence in time-critical, regulated operations. Well suited for airline customer service and airport operations roles.
Overview
29
29
years of professional experience
Work History
Facility Operations Manager (Postmaster)
United States Postal Service
01.2024 - Current
- Lead daily operations for a customer-facing service facility with strict performance standards
- Supervise frontline employees delivering consistent, high-quality customer service
- Resolve escalated customer issues with empathy and effective problem-solving
- Ensure compliance with safety, security, and operational policies
Operations & Finance Supervisor
United States Postal Service
01.2017 - 01.2024
- Oversaw payroll, timekeeping, and labor controls supporting service operations
- Partnered with supervisors to resolve attendance and staffing issues
- Supported audits and operational reviews to maintain accuracy and compliance
Customer Service Supervisor
United States Postal Service
01.2016 - 01.2017
- Supervised customer service teams in fast-paced, high-volume environments
- Managed workflow, performance expectations, and employee coaching
- Handled customer complaints and service disruptions using service recovery techniques
Customer Service & Operations Associate
United States Postal Service
01.1997 - 01.2016
- Delivered frontline customer service and operational support roles
- Managed transactions, inquiries, and service requests under time pressure
Education
High School Diploma - undefined
Skills
- Customer journey enhancement
- Service Recovery
- Effective conflict resolution
- Frontline Leadership
- Schedule & Staffing Coordination
- Safety & Policy Compliance
- High-Volume Operations
- Customer Communication
- Performance Coaching
- Payroll & Timekeeping
Timeline
Facility Operations Manager (Postmaster)
United States Postal Service
01.2024 - Current
Operations & Finance Supervisor
United States Postal Service
01.2017 - 01.2024
Customer Service Supervisor
United States Postal Service
01.2016 - 01.2017
Customer Service & Operations Associate
United States Postal Service
01.1997 - 01.2016