Patrice Shaw

As Manager Post Office Operations, I oversaw 51 Postmasters that were assigned to 81 offices. This group was responsible for over 500,00 possible deliveries to residential and business customers with an annual budget of over 98,000,000. My main responsibility was to ensure that my team was in compliance with Postal Rules and regulations as it relates to mail delivery and that the retail part of their offices were providing the customers with their needs. I held weekly telecoms with the entire team to ensure that the expectation's set were clear and equal for all levels involved. More frequent meetings were held with the offices that the most opportunity for improvement.

• Managed daily operations of 75-employee post office.
• Assisted customers in determining proper postal service to align with individual needs.
• Efficiently and kindly handled customer complaints and issues to ensure customer satisfaction.
• Ensured that over 36,000 residential and business customer were serviced daily with the delivery and collection of their mail.
• I had 2 supervisors that I was responsible for coaching and mentoring to ensure they were able to fill in for me during my numerous assignments outside of my Postmaster duties.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with client requests to resolve problems.

• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Coached employees through day-to-day work and complex problems.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Coached team members to deliver hospitable, professional service while adhering to set service models.

• Documented stock records and schedules accurately.
• Scheduled pickups and deliveries to maintain smooth operations.
• Picked orders, scanned products and packed boxes.
• Checked shipments against paperwork and signed documents.