Lacy Buck
Green Bay,WI
Summary
Dependable Customer Service Supervisor 11 years of hands-on experience supervising sales department. Focused on boosting customer satisfaction and revenue. Seasoned in handling customer relations issues, providing feedback and coaching to sales team and monitoring and enforcing delivery and sales processes.
Overview
11
11
years of professional experience
Work History
Supervisor Customer Services
USPS
Green Bay, WI
10.2015 - 04.2026
- Delivered quality customer service while cultivating client satisfaction and loyalty.
- Monitored performance of sales team and implemented improved methods to close gaps.
- Received shipments, signed off on packages and documented incoming items in computer system.
- Familiarized self with new products and services to engage with customers about features and benefits.
- Engaged customers and trained sales associates using strong knowledge of products and promotions.
- Fostered great experience by engaging with guests, utilizing acquired skills and training.
- Maintained awareness of advertised items to accurately recite current pricing and promotions.
- Utilized selling behaviors to identify and solve customer needs.
- Built repeat customer base by driving excellent loyalty program and data capture.
- Assisted staff with selling process to meet and exceed individual and company sales goals.
- Provided leadership and direction to motivate department associates.
- Minimized shortages by adopting proper loss prevention procedures.
- Led sales team to consistently deliver customer service, generating maximum sales potential.
- Cross-trained on different positions to best support team during peak periods.
- Shared product knowledge to suggest merchandise and services to customers.
- Promoted positive culture of teamwork and inclusion, increasing employee morale.
- Supervised daily operations, ensuring compliance with USPS policies and procedures.
- Supervised daily operations of customer service team to ensure optimal performance and efficiency.
- Implemented quality assurance measures to maintain high levels of customer satisfaction.
- Resolved escalated customer issues, fostering positive relationships and brand loyalty.
- Analyzed customer feedback to identify areas for improvement in service processes.
- Coordinated scheduling and staffing to meet fluctuating demand levels effectively.
- Mentored junior staff, promoting best practices in customer interaction techniques.
- Collaborated with management on strategic initiatives to drive operational excellence across departments.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Education
High School Diploma -
Wausaukee High School
Wausaukee, WI05.2003
Skills
Problem-solving
Time management
Customer service
Multitasking and organization
Team building and leadership
Decision-making
Team leadership
Training and mentoring
Customer relations
Team development
Positive and constructive feedback
Work prioritization
New hire training
Relationship building
Handling escalations
Delegating work
MS office
Call monitoring
Issue resolution
Employee scheduling
Complaint resolution
Documentation and recordkeeping
Administration and operations
Staff scheduling
Staff development and training
Microsoft office
Customer service management
Phone and email etiquette
Staff training
Data entry
Team productivity
Employee schedule management
Staff assignments and supervision
Workforce optimization
Customer escalations
Process improvement
Task delegation
Conflict resolution
Team building
Team management
Verbal and written communication
Active listening
Empathy and patience
Report generation
Account updates
Workforce management
Education and Training
other
Timeline
Supervisor Customer Services
USPS
10.2015 - 04.2026
High School Diploma -
Wausaukee High School