Malika Arnsby
Victorville,CA
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in USPS roles with high-volume customer inbound and outbound calls, as well as, proficient utilization in Salesforce CRM C360 Software, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
30
30
years of professional experience
Work History
Customer Care Agent
United States Postal Service, USPS
Los Angeles, CA
10.1993 - 10.2023
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Promoted available products and services to customers during service, account management and order calls.
- Referred unresolved customer grievances to designated departments for further investigation.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Educated customers where applicable to alleviate need for future contact.
Supervisor of Distribution Operations USPS
United States Postal Service, USPS
Los Angeles, CA
10.1993 - 06.2018
- Ensured efficient and cost-effective distribution of goods by managing inventory, personnel, and resources.
- Directed the maintenance and repair of all distribution equipment to ensure safe operations.
- Developed and implemented safety procedures for employees handling materials in the warehouse.
- Monitored daily operations to ensure compliance with established policies and procedures.
- Supervised staff in loading, unloading of trucks, receiving, shipping of merchandise, and other tasks related to distribution activities.
- Assigned tasks to workers based on their skill sets and monitored their performance levels.
- Resolved conflicts between customers, suppliers, vendors, and employees in a professional manner.
- Evaluated existing processes for efficiency gains while maintaining high standards of quality control.
- Provided leadership through coaching, mentoring, motivating team members towards achieving goals.
- Maintained up-to-date records on shipment costs including invoices, bills of lading.
- Performed root cause analysis after incidents or accidents occurred within the warehouse environment.
- Supervised activities of workers engaged in receiving, storing, testing and shipping products to maintain operational efficiency.
- Handled departmental scheduling to maintain proper staffing for shifts.
- Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing the proper manifests, bills of lading, inbound and outbound activities of our contract drivers.
- Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
- Supervised activities of workers engaged in receiving, storing and shipping products or materials.
- Implemented on-the-job training activities to cross-train employees on various tasks.
- Proactively identified and solved complex strategy problems impacting business direction.
Education
Certificate of Completion - Customer Service
USPS CUSTOMER SERVICE TRAINING
Los Angeles, CA01.2020
Cerified Management Diploma - Business Management
Associate Supervisor Program USPS
Los Angeles, CA01.2007
Some College (No Degree) - Business Administration
El Camino College
Torrance, CASkills
- Database Research
- Email Correspondence
- Customer Service
- Product Education
- Training and Development
- Documentation and Reporting
- Customer Relationship Management
- Inbound Customer Service
- Customer Relations
- Problem Resolution
- De-Escalation Techniques
- Multitasking and Prioritization
- Policies and Procedures Adherence
- Call Center Operations
- Data Entry
Timeline
Customer Care Agent
United States Postal Service, USPS
10.1993 - 10.2023
Supervisor of Distribution Operations USPS
United States Postal Service, USPS
10.1993 - 06.2018
Certificate of Completion - Customer Service
USPS CUSTOMER SERVICE TRAINING
Cerified Management Diploma - Business Management
Associate Supervisor Program USPS
Some College (No Degree) - Business Administration
El Camino College
Similar Profiles
Sanchavious BinnSanchavious Binn
Rural Mail Carrier Associate at United States Postal Service, USPSRural Mail Carrier Associate at United States Postal Service, USPS
Pascal MacauleyPascal Macauley
City Mail Carrier at United States Postal Service (USPS)City Mail Carrier at United States Postal Service (USPS)
Sharaveon DorseSharaveon Dorse
Rural Mail Carrier Associate at United States Postal Service, USPSRural Mail Carrier Associate at United States Postal Service, USPS
Jalen HorneJalen Horne
City Mail Carrier at United States Postal Service, USPSCity Mail Carrier at United States Postal Service, USPS
Mariela E LimaMariela E Lima
Department Lead at FabFitFunDepartment Lead at FabFitFun