Summary
Overview
Work History
Education
Skills
Timeline
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Phoebe Hood

San Diego,CA

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

11
11
years of professional experience

Work History

Manager, Customer Services

USPS
02.2022 - Current
  • Managed and motivated over 80 employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Improved safety procedures to create safe working conditions for workers.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Supervisor, Delivery Services

USPS
02.2012 - 02.2022
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Directly supervised 60 employees.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Achieved results by working with staff to meet established targets.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
  • Solicited customer feedback to identify and improve on areas of weakness.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.

Education

Bachelor of Arts - Business Administration And Management

University of West Georgia
Carrollton, GA
05.2014

Skills

  • Interdepartmental Collaboration
  • Negotiation and Conflict Resolution
  • Managing Operations and Efficiency
  • Process Improvement
  • Continuous Improvements
  • Lean Six Sigma
  • Employee Coaching and Mentoring
  • Time Management
  • Employee Scheduling
  • Staff Management
  • Correcting Discrepancies
  • Job and Task Observation
  • Customer Service
  • Employee Performance Reviews
  • MS Office Expertise

Timeline

Manager, Customer Services

USPS
02.2022 - Current

Supervisor, Delivery Services

USPS
02.2012 - 02.2022

Bachelor of Arts - Business Administration And Management

University of West Georgia

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Phoebe Hood