Natasha Edwards
Gray,LA
Summary
Seasoned supervisor in office and administrative support with a solid background in overseeing daily operations and enhancing workflow efficiency. Skilled in team leadership, process optimization, and conflict resolution, ensuring smooth operational flow and staff productivity. Demonstrated ability to implement effective policies that significantly improve organizational procedures. Committed to fostering professional growth within teams while maintaining high levels of accuracy and compliance.
Overview
21
21
years of professional experience
Work History
Customer Service Supervisor
United States Postal Service, USPS
Houma, LA
08.2021 - Current
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
Rural Mail Carrier Associate
United States Postal Service, USPS
Houma, Louisiana
02.2004 - 08.2021
- Ensured proper delivery of mail and packages to rural customers according to established guidelines.
- Processed outgoing mail, including sorting, metering, labeling, and packaging.
- Maintained records of dispatched mails and parcels.
- Assisted customers with various inquiries related to postal services.
- Delivered mail in a timely manner while adhering to safety regulations.
- Performed basic maintenance tasks such as checking oil levels, tire pressure., on assigned vehicle.
- Followed up with customers after deliveries were made to verify satisfaction.
Education
Bachelor of Arts - Business Administration And Management
American InterContinental University
Schaumburg, IL06-2009
Skills
- Complaint resolution
- Positive and Constructive Feedback
- Employee schedule management
- Issue Resolution
- Team Building and Leadership
- Schedule Management
Timeline
Customer Service Supervisor
United States Postal Service, USPS
08.2021 - Current
Rural Mail Carrier Associate
United States Postal Service, USPS
02.2004 - 08.2021
Bachelor of Arts - Business Administration And Management
American InterContinental University
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