Penny Palmer
Newport,ME
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
24
24
years of professional experience
Work History
Customer Service Supervisor
United States Postal Service, USPS
Bangor, ME
09.2001 - 05.2023
- 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.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- 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.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- 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.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
(Acting) Postmaster
United States Postal Service, USPS
Eddington, Maine
06.2001 - 08.2001
- Assisted in the hiring and training of new employees.
- Maintained financial records, including budgets, expenditures, and income.
- Performed daily opening and closing procedures of the post office.
- Provided customer service to patrons of the post office.
- Processed incoming and outgoing mail according to postal regulations.
- Balanced cash drawers at the end of each shift.
- Ensured compliance with safety regulations when handling hazardous materials or equipment.
- Maintained accurate inventory levels for a variety of products and services offered by the post office.
- Inspected packages for proper postage and labeling before sending out mail items.
- Responded to customer inquiries regarding postal services, pricing, and package tracking.
- Processed payments from customers using credit cards or other payment methods.
- Resolved customer complaints in an efficient manner while providing excellent customer service.
- Developed strategies to improve efficiency within the post office's operations.
(Acting) Customer Service Supervisor
United States Postal Service, USPS
Bangor, ME
06.1999 - 05.2001
Education
High School Diploma -
Nokomis Regional High School
Newport, ME06-1978
Some College (No Degree) - Business Administration And Management
Beal College
Bangor, MESome College (No Degree) - Business Administration And Management
Thomas College
Waterville, MEBusiness Administration And Management
University of Maine At Augusta, Bangor
Bangor, WISkills
- Problem-Solving
- Handling Escalations
- Team Development
- Customer Service
- Team Building and Leadership
- Decision-Making
- Schedule Management
- Employee Scheduling
- Workforce Management
Timeline
Customer Service Supervisor
United States Postal Service, USPS
09.2001 - 05.2023
(Acting) Postmaster
United States Postal Service, USPS
06.2001 - 08.2001
(Acting) Customer Service Supervisor
United States Postal Service, USPS
06.1999 - 05.2001
High School Diploma -
Nokomis Regional High School
Some College (No Degree) - Business Administration And Management
Beal College
Some College (No Degree) - Business Administration And Management
Thomas College
Business Administration And Management
University of Maine At Augusta, Bangor
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