Katrece Merritt
Florissant,United States
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Customer Service Supervisor
United States Post Office
Saint Louis, MO
02.2023 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Mail Carrier
USPS, United States Postal Service
Saint Louis, MO
06.2016 - 02.2023
- Improved mail delivery efficiency by accurately sorting and organizing mail for efficient distribution.
- Enhanced customer satisfaction with timely and accurate mail delivery to both residential and commercial addresses.
- Maintained a high level of safety by adhering to traffic laws, utilizing defensive driving techniques, and navigating various weather conditions.
- Assisted in reducing lost or misdelivered mail through diligent attention to detail when handling packages and letters.
- Contributed to increased postal revenue by promoting and selling USPS products and services during daily deliveries.
- Streamlined mail carrier operations by effectively using handheld scanners to track package status and confirm deliveries.
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Upheld the integrity of sensitive materials by properly handling confidential documents, registered mail, and certified packages according to USPS regulations.
- Displayed professionalism when interacting with customers at their homes or businesses while delivering their mail promptly and courteously every day.
- Completed large-volume seasonal deliveries such as tax documents, holiday packages and election materials on time to meet strict deadlines.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
Provider Enrollment Analyst
Centene
Saint Louis, MO
01.2005 - 04.2013
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Safeguarded confidential provider information by adhering to strict data privacy regulations and company policies.
- Obtained NPI numbers for providers and facilities and updated existing profiles.
Education
No Degree - Health Information Technology
Saint Charles Community College
Cottleville, MOSkills
- Workflow Management
- Delegating Work
- Report Generation
- Positive and Constructive Feedback
- Complaint resolution
- Work Prioritization
- Team Development
- Records Management
- MS Office
- Employee Scheduling
- Complaint Handling
- Customer Relationship Management (CRM)
- Customer Service
- Data Entry
- Employee Supervision
- Phone and Email Etiquette
Timeline
Customer Service Supervisor
United States Post Office
02.2023 - Current
Mail Carrier
USPS, United States Postal Service
06.2016 - 02.2023
Provider Enrollment Analyst
Centene
01.2005 - 04.2013
No Degree - Health Information Technology
Saint Charles Community College