Michele McMillan
Cypress,TX
Summary
Focused Customer Service Supervisor with over 13 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
26
26
years of professional experience
Work History
Customer Service Supervisor
United States Post Office
Cypress, TX
06.2010 - Current
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Answered phone calls and responded to questions and concerns.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
City Letter Carrier
United States Post Office
New Orleans, LA
12.1997 - 06.2010
- Delivered and collects mail on foot or by vehicle under varying road and weather conditions.
- Maintained professional and effective public relations with customers and community members.
- Adhered to postal regulations and maintained knowledge of commonly used products and procedures.
- Furnished customers with postal information, change-of-address cards and other postal forms.
- Collected customs charges, postage due and C.O.D. payments.
- Delivered mail along prescribed route and retrieved additional mail from relay boxes.
- Routed all classes of mail in sequence of delivery along established route.
- Furnished customers with postal information and provided change of address information and other related postal forms.
- Scanned labels on letters or parcels to confirm receipt.
- Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
- Collected outgoing mail from homes and businesses to deliver to post office for processing.
- Inspected delivery vehicle prior to shift, immediately reporting problems and safety hazards to supervisors.
- Assisted customers by lifting heavy packages and placing parcels by front door or garage.
- Delivered mail to residents and business within assigned area.
- Delivered various types of mail on routes according to strict timelines.
Mail Processor
United States Post Office
New Orleans, LA
05.1997 - 12.1997
- Operated mail processing equipment and manually sorted mail.
- Closely monitored mail processing equipment to observe progress and identify issues.
- Separated mail to be transported to relay boxes along route for subsequent delivery.
- Bundled, labeled and routed sorted mail to designated areas depending on destinations and according to established procedures and deadlines.
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
- Utilized portable scanner to mark items delivered to residences and businesses, keeping records current and accurate.
- Entered change of address orders into computers by processing forwarding address stickers.
Education
High School Diploma -
Alfred Lawless Sr.High
New Orleans, LA05.1986
Skills
- Leading Team Meetings
- Verbal and Written Communication
- One Call Resolution
- Workflow Management
- Work Prioritization
- Positive and Constructive Feedback
- Handling Escalations
- Problem-Solving
- Decision Making
- Team Building and Leadership
Timeline
Customer Service Supervisor
United States Post Office
06.2010 - Current
City Letter Carrier
United States Post Office
12.1997 - 06.2010
Mail Processor
United States Post Office
05.1997 - 12.1997
High School Diploma -
Alfred Lawless Sr.High