Lorna DeCarie Francis
Stockton,CA
Summary
Accomplished Lead Customer Service Associate and Window Service Trainer at the United States Post Office, I excel in problem resolution and team collaboration. Renowned for enhancing customer satisfaction and employee retention through innovative training and empathetic service, my approach has significantly boosted team productivity and fostered strong client relationships.
Overview
35
35
years of professional experience
Work History
Lead Customer Service Associate
United States Post Office
02.1978 - 05.2013
- Managed Post Office locations, including supervising staff, ordering, and problem solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Increased team productivity with effective communication and coordination of tasks.
Window Service Trainer
United States Post Office
04.1989 - 06.1999
- Created training modules for training new window clerks in 2-week training classes. Trained staff in both technical procedures and in working empathetically with the public.
- Conducted regular evaluations of current service practices, making recommendations for improvements where needed.
- Boosted team morale and productivity by providing ongoing coaching, feedback, and support.
- Evaluated employee performance during training sessions, offering constructive feedback to aid in skill development.
- Increased employee retention through consistent and engaging service training sessions.
Education
High School Diploma -
Bishop O'Dowd High School
Oakland, CA06-1969
Skills
- Problem resolution
- Team collaboration
- Complex Problem-solving
- Calm and professional under pressure
- Relationship building
Timeline
Window Service Trainer
United States Post Office
04.1989 - 06.1999
Lead Customer Service Associate
United States Post Office
02.1978 - 05.2013
High School Diploma -
Bishop O'Dowd High School
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