MARIDEL PERKINS

• Completed data entry, maintained filing system for housing program participants and entered and retrieved data for accuracy, completeness and privacy.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Provided primary customer support to internal and external customers.
• Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Cultivated customer loyalty, promoted repeat business and improved sales.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Trained new personnel regarding company operations, policies and services.
• Answered average of 46 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100 %.
• Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
• Resolved problem issues over phone with 50 customers daily.

• Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
• Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
• Interacted with customers by phone, email or in-person to provide information.
• Received and routed business correspondence to correct departments and staff members.
• Created reports and developed improvements and enhancements to automate records and file systems.
• Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
• Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
• Handled client correspondence and tracked records to foster office efficiency.

• Official mail- receives and processes Command mail and attaching proper postage. Run scans on these items for security purposes. Check mail for proper addresses and postage. When placing postage, we try to find the most economical rate available, and still meet the delivery time expectations. I utilize the Sprint 4 chart for all MPS for official mails.

• Registered mail- I have received, screened with x-ray, and delivered more than 500 register mails (for the Naples site, also bound for Sigonella, and Norfolk VA). Then I processed through AMPS with OM GTC Exception, and date stamp to ensure when date received. I ensure daily accountability to avoid loss of registered mail packages. When we receive a damaged registered ordinary mail or package, I process through AMPS, as an irregularity report, and attach it to the end of my business conducted report. Process registered mail- I am responsible for the accountability of registered mail including retrograde and pro-grade. I also process Express/registered Navy Advancement exams for all local Commands, attaching postage, and then submit it to the Postal Officer to ensure tracking and seal number are correct. It is then placed in express bag with customs forms and then (for additional protection from weather) it is placed in a rain-proof bag to protect it while in transit; then it is dispatched.

• Process express mail through AMPS, as available for pick up, and for customer tracking purposes so as to avoid delay in pick up. I email customers every day for 3 business days to also avoid delays in pick up. And then I notify postal officer if not picked within 4th business days.

• Process certified mail, and ensure that all of it has a date stamps.

•Receive process and distribute incoming and outgoing mail and parcels at Fleet Mail Center/CMR in accordance with agency and Postal Service requirements. When processing outgoing mail, I screen outgoing materials to assure that they are in proper format and addressed in accordance with appropriate regulations; returns mail or contacts originator to resolve errors or discrepancies. Prepares prescribed forms and control sheets; pouches or wraps materials as necessary.

•Directory- checking letters/packages for unknown/incorrect addresses or for no forwarding address.

•Finance- receiving outgoing mail at Parcel pickup. Selling money-orders and stamps. Accepting cash and processing credit/debit card transactions. POS Cashier.

• MPS- Process Military Postal Services for international destinations using USPS Publication to ensure if postage is required or no-fee (cost), and is only for official vise not personal use.

• Mail orderlies- check for proper ID, and clearance for pickup of command mail.

• Process damaged mail- contact addressee to notify the status of their package.

•Old/not picked up mail- contact the addressee, and I notify them to pick up their mail to avoid it being returned to sender.

• Provide training to new GS hires and incoming new military.

•Coordinate entry of all trucks bound for FMC with base security. Meet with drivers and process incoming trucks into Mail Center.

•Resolve simple informal complaints, so they are not elevated to supervisor. Maintain current knowledge of procedures, policies and directives; answer questions for customers.

•Resolve simple informal complaints, so they are not elevated to supervisor. Maintain current knowledge of procedures, policies and directives; answer questions for customers.

•Customer service- accepting outgoing mail, verify destination address to avoid loss of packaged, and recommend cost effective postage as necessary. Provided information for customers having difficulty with addressing and estimate time of arrival of package. Relay information to customer if it is slow in transit.

• Thorough knowledge of USPS and DoD Mail Manuals, DoD and Navy regulations and procedures, relating to Classified and Unclassified Official Mail, weighing and packaging of various material, applying postage, security procedures pertaining to handling sensitive materials, and dispatch of mail.