Summary
Overview
Work History
Education
Skills
Work schedule
Federal experience
Computer skills software applications
Citizenship
Timeline
Generic

MELISSA MOATS-JOHNSON

Inwood,WV

Summary

Talented professional considered knowledgeable leader and dedicated problem solver. Bring many years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

15
15
years of professional experience

Work History

Project Facilitator

Concert Technologies
11.2023 - Current
  • 1. Identified areas in need of improvement and implemented solutions.
  • 2. Maintained strong relationships with clients by addressing their needs promptly and ensuring their feedback was incorporated into ongoing projects effectively.
  • 3. Simplified complex concepts for team members through clear explanations and visual aids, ensuring efficient knowledge transfer.
  • 4. Developed comprehensive project plans and schedules to ensure team alignment and clear expectations.
  • 5. Delegated tasks strategically; matching skill sets with requirements for optimal results in minimal time.
  • 6. Ensured timely project delivery through diligent tracking of deadlines, milestones, and resource allocation.
  • 7. Increased overall productivity by implementing continuous improvement processes and identifying areas for optimization.
  • 8. Navigated challenging situations with diplomacy; resolving conflicts between team members to maintain cohesive work dynamics.
  • 9. Facilitated cross-functional teamwork by promoting open communication and problem-solving strategies for shared goals.
  • 10. Demonstrated strong leadership qualities; motivating and mentoring team members while maintaining accountability for project success.
  • 11. Adapted quickly to changes in scope or direction, revising project plans accordingly without compromising timeframes or quality standards.
  • 12. Optimized project outcomes with thorough risk assessments, contingency planning, and proactive issue resolution.
  • 13. Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
  • 14. Responded to requests for information on materials to inquiring parties.
  • 15. Tracked hours and expenses to keep project on task and within budgetary parameters.
  • 16. Assisted with onboarding newly hired staff members and coached on task prioritization.
  • 17. Kept corporate and client information confidential, adhering to data safety measures.
  • 18. Maintained open communication by presenting regular updates on project status to customers.
  • 19. Sourced, vetted and managed vendors needed to accomplish project goals.
  • 20. Verified quality of deliverables and conformance to specifications before submitting to clients.

Call Center Agent

InTouch Call Center
07.2023 - 08.2023
  • Managed large amounts of inbound and outbound calls timely
  • Provided world-class customer service in every interaction for optimal call center performance and customer satisfaction
  • Followed communication 'scripts' when handling different topics
  • Identified customers' needs, clarified information, researched every issue and provided solutions and/or alternatives
  • Explained products or services and prices, and answered questions from customers
  • Frequently attended educational seminars to improve knowledge and performance level
  • Met personal/team qualitative and quantitative targets
  • Developed applicable solutions to problems and ensured corrective actions to resolve any issue
  • Prioritized and organized tasks to efficiently accomplish service goals.

Customer Service Manager

United States Postal Service
08.2022 - 06.2023
  • 1. Oversaw all mail that was delivered daily to this office along with the 3 other office in the area
  • 2. Scheduled employees and managed staffing requirements based on planned mail volume; adjusted work force schedules as necessary to meet variances in actual mail volumes
  • 3. Reviewed and analyzed production reports and evaluated them against predetermined targets for work hour output; made corrections in inefficient operations; resolved other operational and administrative problems
  • 4. Provided data for annual budget planning; controlled operating costs within budget allocations or justified over expenditures
  • 5. Ensured that all necessary accounting and administrative functions are performed and that reports are prepared and submitted as required
  • 6. Approved employee overtime, leave, and vacation schedules; evaluated employee performance; reviewed and approved personnel actions
  • 7. Furnished training opportunities and knowledge exchanges as well as team building activities
  • 8. Conducted route inspections; evaluated and made minor adjustments to delivery routes to conform to changes in volume, patronage, and building management
  • 9. Ensured adequate requisitioning of and remittances for large supply of accountable paper
  • 10. Provided accountable paper distribution service for other stations as required
  • 11. Represented the Postal Service within areas served by this station regarding public inquiries, claims and complaints
  • 12. Evaluated data, prepared forecasts, analyzed trends, and presented results to management and to facilitate decision-making
  • 13. Consulted with representatives of large businesses and governmental agencies regarding issues of mutual concern
  • 14. Assisted with Accounts Payable (AP) invoice processing and gained knowledge of standard accounting procedures
  • 15. Responsible for maintenance of expense accruals, prepaid maintenance expenses, recurring accrued expenses, and cash activity
  • 16. Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • 17. Took ownership of customer issues and followed problems through to resolution.
  • 18. Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • 19. Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • 20. Followed through with client requests to resolve problems.
  • 21. Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • 22. Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • 23. Collaborated with upper management to improve customer service processes and support structures company wide.
  • 24. Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • 25. Kept accurate records to document customer service actions and discussions.
  • 26. Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • 27. Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • 28. Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
  • 29. Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • 30. Evaluated employee performance and conveyed constructive feedback to improve skills.
  • 31. Established team priorities-maintained schedules and monitored performance.
  • 32. Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • 33. Defined clear targets and objectives and communicated to other team members.
  • 34. Assisted in organizing and overseeing assignments to drive operational excellence.
  • 35. Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • 36. Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • 37. Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Stock Attendant

Datalux
03.2017 - 07.2018
  • 1. Performed administrative duties, including filing, answering phones, extensive data entry and specialized projects for executive management
  • 2. Accepted and monitored incoming inventory
  • 3. Pulled part orders
  • 4. Updated inventory part numbers as needed to maintain currently available part numbers
  • 5. Moved inventory using hand trucks, forklift, and other material handling equipment
  • 6. Inspected safety equipment to maintain safety standards
  • 7. Worked with Managers to solve specific safety and inventory problems.

Detailed Customer Service Manager

United States Postal Service
10.2017 - 04.2018
  • 1. Coordinated work operations across multiple functional areas, including plant operations, tour changes, dock operations and delivery units
  • 2. Managed employee's attendance and reinforced attendance control policies, to ensure accurate timekeeping and adherence to Postal policies and procedures
  • 3. Ensured accurate and consistent accountability of work hours and leave-hours for payroll administration
  • 4. Monitored employees and their workplace to ensure safe and efficient work practices
  • 5. Identified safety and health hazards and took action to resolve issues timely
  • 6. Enforced zero tolerance policy for workplace violence and ensured threat assessment procedures are in place
  • 7. Supervised mail and/or package processing operations
  • 8. Monitored operations to ensure mail is processed and dispatched in accordance with mail flow guidelines, operating plans, and service standards
  • 9. Facilitated improvements to financial management processes, systems, and organizations to improve financial management and audibility of financial statements
  • 10. Maintained automated record of status of obligations and expenditures and provided input for financial reports to Supervisor
  • 11. Performed data entry accurately and efficiently into appropriate data systems; made accurate arithmetic calculations and maintained accurate records and files
  • 12. Exhibited professional attitude, diplomacy and have an ability to handle difficult situations and showed excellent customer service.
  • 13. Took ownership of customer issues and followed problems through to resolution.
  • 14. Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • 15. Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • 16. Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • 17. Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • 18. Collaborated with upper management to improve customer service processes and support structures company-wide.
  • 19. Kept accurate records to document customer service actions and discussions.
  • 20. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • 21. Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • 22. Evaluated employee performance and conveyed constructive feedback to improve skills.
  • 23. Defined clear targets and objectives and communicated to other team members.

Mail Carrier

United States Postal Service
10.2017 - 04.2018
  • 1. Delivered mail along assigned route; picked up or collected mail from customers
  • 2. Sold stamps, stamped envelopes and money orders or other services
  • 3. Provided mail service delivery while effectively operating mail meters and electronic receiving equipment
  • 4. Dealt with customers' queries about postal regulations and services and sometimes complaints as well
  • 5. Resolved time limitations and scheduling conflicts, while providing superior customer service
  • 6. Consistently received commendations for excellent delivery performance and high customer satisfaction rate
  • 7. Maintained excellent customer and co-worker relationships through consistently providing continuous friendly customer service
  • 8. Led managed and mentored high-performing team including general and specific functional area supervisors
  • 9. Created innovative, productive, collegial team environment that fosters empowerment, growth, and collaboration.
  • 10. Developed strong relationships with rural customers through consistent communication and exceptional service quality.
  • 11. Assisted in training new employees on proper procedures for sorting, loading, and delivering mail in the rural setting.
  • 12. Handled sensitive materials confidentially, protecting customer privacy and meeting USPS guidelines for secure mailing practices.

Education

High School Diploma -

Jefferson High School, Shenandoah, West Virginia
Shenandoah Junction, WV
01.1996

Skills

  • Payments & Disbursements
  • Budget Planning
  • Accounts Payable & Receivables (AP/AR)
  • Financial Reporting & Analysis
  • Accounting & Audit
  • GAAP
  • Sarbanes-Oxley Compliance (SOX)
  • Knowledge of Federal Finance Programs
  • Ledger Maintenance
  • Financial Improvement Plans
  • Asset Management
  • Variance Analysis
  • Complex Critical Thinking Skills
  • Administrative Efficiency
  • Multi-tasking Ability
  • Initiative & Leadership
  • Creative & Resourceful Detail-oriented
  • Organizational & Planning Skills
  • Record-keeping and Correspondence
  • Possesses infectious enthusiasm and an inspirational working style
  • Excellent research and writing skills
  • Comfortable working in a highly autonomous environment
  • Advanced management, administrative, and customer service skills
  • Excellent organizational, planning, and networking skills
  • Exceptional ability to align and engage various levels of internal and external stakeholders and work issues to closure
  • Team motivation
  • Scope Definition
  • Customer Service
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Critical Thinking
  • Decision-Making
  • Detail Oriented
  • Relationship Building
  • Negotiations
  • Project Scheduling
  • Training and Development
  • Good Judgment
  • Workload Management
  • Data Collection
  • Customer Management
  • Schedule Management
  • Continuous Improvement
  • Risk Analysis and Management
  • Quality Assurance
  • Multi-operations Management
  • Personnel Management
  • Project Management
  • Event Planning and Execution
  • Employee Scheduling
  • Performance monitoring
  • Status Reporting
  • Project Coordination
  • Technical Support
  • Deadline Adherence
  • Research
  • Organizational Performance
  • Resource Management
  • Financial Analysis
  • Project regulations
  • Spreadsheet tracking
  • Regulatory Compliance
  • Compliance Enforcement
  • Vendor Management
  • Vendor Sourcing
  • Budget Preparation
  • Budget coordination
  • Subcontractor Oversight
  • Meeting facilitation
  • Task Delegation

Work schedule

Full-time, Term

Federal experience

Yes

Computer skills software applications

  • MS Office Suite (Word, Excel, PowerPoint, Outlook, and Access)
  • QuickBooks
  • Specialized Software
  • Databases
  • Excell
  • Tacs
  • Google
  • Cops
  • Paylocity
  • Teams
  • Work Market

Citizenship

Yes

Timeline

Project Facilitator

Concert Technologies
11.2023 - Current

Call Center Agent

InTouch Call Center
07.2023 - 08.2023

Customer Service Manager

United States Postal Service
08.2022 - 06.2023

Detailed Customer Service Manager

United States Postal Service
10.2017 - 04.2018

Mail Carrier

United States Postal Service
10.2017 - 04.2018

Stock Attendant

Datalux
03.2017 - 07.2018

High School Diploma -

Jefferson High School, Shenandoah, West Virginia

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MELISSA MOATS-JOHNSON