Michelle Plowman
Customer Service Agent
Saginaw,MI
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
United States Postal Service, USPS
Troy, Michigan
01.2013 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Resolved concerns with products or services to help with retention and drive sales.
Acting Customer Service Supervisor
United States Postal Service, USPS
Flint, Michigan
03.2018 - 09.2022
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, prepared and delivered reports to various departments.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected customer concerns to promote company loyalty.
- Mentored office employees on proper administrative procedures, keeping operations consistent and efficient for maximum performance.
- Monitored front areas so that questions could be promptly addressed.
Rural Carrier Associate
United States Postal Service, USPS
Ortonville, MI
07.2007 - 12.2012
- Delivered mail and packages to customers on prescribed route.
- Signed and received mail with signature requirements upon delivery and loading.
- Kept inventories of stamps and other supplies and re-stocked as necessary to prepare for customer needs.
- Sorted mail according to order of address appearance for easy access in field.
- Maintained records on customers with mail forwarding and change of address requests.
- Greeted customers and answered questions regarding mail pick up times, postal regulations and delivery costs.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
Education
High School Diploma -
Lasalle High School
Saint Ignace, MI 09.1982 - 06.1986
Skills
Complaint resolution
Sales expertise
Report preparation
Documentation and reporting
Service recommendations
Timeline
Acting Customer Service Supervisor
United States Postal Service, USPS
03.2018 - 09.2022
Customer Service Representative
United States Postal Service, USPS
01.2013 - Current
Rural Carrier Associate
United States Postal Service, USPS
07.2007 - 12.2012
High School Diploma -
Lasalle High School
09.1982 - 06.1986