Michelle McCain
Customer Service
Brooklyn,NY
Summary
I am service-driven highly qualified and professionally adept at providing exemplary results while mentoring other employees, and achieving all company goals and objectives. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
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Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Career Carrier
USPS
New York, NY
09.2015 - Current
- Planned and cased mail in sequence of delivery for designated route.
- Operated vehicles and equipment to transport packages and mail pieces.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Distributed mail on foot to residences and businesses, delivering to approximately 1000 customers per shift.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Monitored weather conditions regularly to adjust delivery routes accordingly.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Collected outgoing mail from homes and businesses along routes for customer convenience and initiated delivery to intended recipients.
Direct Support Professional
AHRC
Queens, NY
04.2015 - 10.2015
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Achieved results by working with staff to meet established targets.
- Assist individuals with disabilities with their daily living activities
- Document all observations and saily progress
- Aid in treatments and training plans/programs as well as behavioral plans.
- Updated patient files with current vitals, behaviors, and other data relevant to treatment planning.
Supervisor
Aegis Communication Group, Humana Insurance Company
New York City, NY
10.2008 - 08.2014
- Input of relevant data to customer insurance plan
- Provide information and policy updates
- Responsible for staffing and scheduling of employees
- Diffuse difficult situations when needed
- Providing assistance to employees
- Responsible for attendance, edits associated with employees pay
- Made sure performance outcome policies and procedures are met
- COPC Certified Customer Operations and Performance
- Evaluated employee performance and coached and trained to improve weak areas.
- Monitored workflow to improve employee time management and increase productivity.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Solicited customer feedback to identify and improve on areas of weakness.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Assistant Supervisor/Team Leader
03.2008 - 10.2008
- Certified by Aegis Ace trainer in assisting clientele and Representatives on the production floor
- Monitored Avaya and submitted exceptions that are required for customer’s plan and explanation of benefit information to the customer
- Certified by Aegis to monitor, track and evaluate call observations
Corrections Correction Officer
Georgia Dept. of
Atlanta, GA
10.2006 - 03.2007
- Sanctioned regulatory compliance while managing visual inspections, work crew accountability, illegal substance checks and cell assessments.
- Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
- Monitored radio transmissions between staff to respond immediately to directions and emergencies.
- Reduced escape attempts, crimes and other hazardous activity through close observation and situational awareness.
- Oversaw and maintained custody of 120 inmates in maximum security.
- Led inmate work crews completing maintenance, construction, farming and operations activities.
Education
Bachelors of Arts - Forensic Psychology
Southern New Hampshire University
Manchester, NH 08.2021 - 04.2023
Associates of Arts - Criminal Investigations
Everest University
Orlando, FL 08.2013 - 09.2015
Skills
Process Improvement…Administrative Support…MS Office Proficient…Real TimeAdherence…Verint…Avaya…Warehouse…Multi-Use Phone System…
MS Office
Active Listening
Decision-Making
Planning and Coordination
Analytical and Critical Thinking
Clerical Support
Problem-Solving
Dependable and Responsible
Timeline
Bachelors of Arts - Forensic Psychology
Southern New Hampshire University
08.2021 - 04.2023
Career Carrier
USPS
09.2015 - Current
Direct Support Professional
AHRC
04.2015 - 10.2015
Associates of Arts - Criminal Investigations
Everest University
08.2013 - 09.2015
Supervisor
Aegis Communication Group, Humana Insurance Company
10.2008 - 08.2014
Assistant Supervisor/Team Leader
03.2008 - 10.2008
Corrections Correction Officer
Georgia Dept. of
10.2006 - 03.2007