Michelle Shaha

• Structuring the team or department, assigning tasks, ensuring proper resources are available, and coordinating efforts to achieve the goals.
• Monitoring performance against goals, evaluating progress, and making adjustments to improve efficiency and achieve desired outcomes.
• Ensuring clear and effective communication within the team, and across departments.
• Identifying issues, analyzing root causes, and implementing solutions to maintain smooth operations.
• Evaluating and improving the performance of employees through feedback, training, and setting performance standards.
• Manage daily administrative operations of the front office including establishing work priorities and helping to resolve problems related to day-to-day operations of the program.
• Motivating, guiding, and supporting employees to ensure that they perform effectively and feel engaged with their work. This includes communication, team building, and conflict resolution.

Achievements:

• I helped to create a culture of continuous learning, providing mentorship, and reducing turnover through employee engagement and development.
• Leading the team through significant changes, such as restructuring, and adopting new technologies, with minimal disruption.
• Streamlining processes to reduce costs and time, implementing new technologies or workflows that improve productivity.
• Microsoft Word/Excel, Availity, Magellan, BestNotes, Athena, WITS, Phreesia, Outlook, InstaMed.

• Assisting customers with inquiries, concerns, and troubleshooting issues through various communication channels (phone, email, live chat, social media).
• Addressing customer complaints or problems in a timely and effective manner to ensure satisfaction.
• Being knowledgeable about the company's services to provide accurate and helpful information.
• Keeping accurate records of customer interactions, transactions, and resolutions for follow-up.
• Ensuring a friendly and professional demeanor to build and maintain positive customer relationships.

Achievement's:

• Achieving high customer satisfaction ratings through effective problem-solving, clear communication, and personalized service.
• Successfully reducing the average time taken to respond to customer inquiries, ensuring faster resolution and improved customer experience.
• Addressing customer issues on the first interaction, which leads to greater customer satisfaction and reduces follow-up cases.
• Helping retain a significant percentage of customers through relationship-building, resolving concerns, and offering personalized support.

• Provided excellent customer service while interacting with customers on route.
• Organized mail for delivery in a timely manner according to established routes and schedules.
• Performed other duties such as sorting mail, stocking shelves, maintaining inventory of supplies.
• Communicated effectively with supervisors regarding route progress or changes.
• Reported any safety or security incidents encountered during the course of duty.
• Inspected postal vehicles for defects prior to operation.
• Loaded and unloaded trucks efficiently using appropriate equipment.
• Verified accuracy of addresses before delivering mail or parcels.
• Delivered mail and packages to rural residences, businesses, and post office boxes.
• Identified hazardous materials that may pose risk to public safety.
• Adhered to all USPS policies and procedures related to delivering mail.

• Compiled data from various sources into organized reports for review by management team.
• Provided administrative support to the executive team, including scheduling meetings and managing calendars.
• Greeted visitors and provided general information about the company.
• Provided administrative support for two separate floors
• Overseeing daily office operations, maintaining office supplies, and ensuring the workspace is organized.
• Handling phone calls, emails, and other forms of communication, directing inquiries to the appropriate person or department.
• Drafting, editing, and proofreading correspondence, reports, and other documents. Maintaining files and ensuring they are properly stored and accessible.
• Assisting managers or executives with various tasks like report preparation, project coordination, and task management.