Richard D Phillips Jr
Pueblo West,CO
Summary
Adept at leveraging technology and complex problem-solving, I enhanced customer satisfaction and operational efficiency at Convergys. My blend of patience, empathy, and professionalism, coupled with a proven track record in customer service and data entry, contributed to organizational growth, achieving a 20% increase in customer retention. Reliable professional with deep-rooted experience in postal and delivery services. Specialize in maintaining high productivity levels and completing tasks efficiently under strict timelines. Key skills include route management, mail sorting accuracy, and safe driving practices. Excel in time management, problem-solving, and customer service, ensuring positive interactions and timely mail delivery. Service-oriented individual with several years experience in building positive business and customer relationships. Focused and diligent in completing tasks on time. Strong background of physical stamina and consistent adherence to established processes and procedures.
Overview
22
22
years of professional experience
Work History
Mail Carrier
United States Post Office
Pueblo, CO
09.2017 - 01.2025
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Updated daily delivery logs to record number of deliveries made.
- Operated a vehicle in accordance with safety regulations.
- Informed customers of package arrival or delays when necessary.
- Organized parcels into appropriate size containers for transport.
- Delivered packages and letters to residential customers.
- Reported any damaged or missing mail items to supervisor immediately.
- Delivered mail along prescribed route and retrieved additional mail from relay boxes.
- Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
- Verified accuracy of addresses before delivering packages.
- Ensured compliance with federal laws related to privacy protection.
- Scanned packages for delivery tracking.
- Provided friendly customer service at all times while delivering mail.
- Routed all classes of mail in sequence of delivery along established route.
- Sorted mail to be delivered according to route and customer address.
- Delivered various types of mail on routes according to strict timelines.
- Provided assistance in sorting large volumes of mail at post office facility.
- Inspected delivery vehicle prior to shift, immediately reporting problems and safety hazards to supervisors.
- Recorded address changes to redirect mail for residences or businesses.
- Observed road rules, weather, and road conditions and other factors to maintain safe driving record.
- Scanned labels on letters or parcels to confirm receipt.
- Assisted other carriers with their routes as needed during peak periods.
- Kept up-to-date knowledge of postal rates, regulations, and procedures.
- Utilized various software and tools to streamline processes and optimize performance.
- Completed day-to-day duties accurately and efficiently.
- Collected outgoing mail from homes and businesses to deliver to post office for processing.
- Sorted mail for delivery, arranging mail in delivery sequence.
- Identified needs of customers promptly and efficiently.
Cashier
Family Dollar
Pueblo West, CO
10.2016 - 08.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed inventory and supplies to ensure materials were available when needed.
- Recognized by management for providing exceptional customer service.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Stocked shelves with merchandise when needed.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Used suggestive selling techniques to promote add-on sales.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Checked personal identifications during alcohol and tobacco sales.
Assistant Store Manager
Loaf 'N Jug
Pueblo, CO
06.2009 - 09.2016
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Formed and sustained strategic relationships with clients.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Supervised cash handling processes to ensure accuracy of transactions.
- Maintained a safe working environment by enforcing safety regulations.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Provided training to new employees on company policies and procedures.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Maintained inventory by checking merchandise to determine levels.
- Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Recognized by management for providing exceptional customer service.
- Completed day-to-day duties accurately and efficiently.
Vacation Planner
Convergys
Pueblo, CO
01.2007 - 05.2009
- Identified opportunities for upselling additional products or services based on customer needs.
- Oversaw warranty counseling process to manage expense controls.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Answered customer inquiries and provided accurate information regarding products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated system with order specifics and customer details, preferences, and billing information.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Excelled in exceeding daily credit card application goals.
- Conducted regular follow-up calls with customers after resolving their issues.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Resolved customer complaints promptly and efficiently.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Maintained a high level of professionalism when dealing with difficult customers.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Developed positive relationships with customers through friendly interactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Implemented marketing strategies to attract new clients and retain existing ones.
- Stayed informed of emerging travel trends and technologies to enhance service delivery.
Customer Service Representative
Convergys
Pueblo, CO
01.2005 - 07.2006
- Excelled in exceeding daily credit card application goals.
- Conducted regular follow-up calls with customers after resolving their issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collected deposits or payments and arranged for billing.
- Implemented innovative methods for streamlining the customer service process.
- Resolved customer complaints promptly and efficiently.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Surpassed sales goals through implementation of successful marketing strategies.
- Provided accurate information about products and services to customers.
- Worked effectively in team environments to make the workplace more productive.
- Recognized by management for providing exceptional customer service.
Delivery Driver
Pizza King Inc
Pueblo, CO
01.2003 - 12.2004
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Managed accurate recordkeeping by distributing invoices, collecting payments and updating logs.
- Determined optimal routes based on GPS application information and knowledge of local routes.
- Provided excellent customer service by answering inquiries about products or services being delivered.
- Delivered goods in a timely fashion while adhering to speed limits and other traffic regulations.
- Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
- Kept accurate logs of all deliveries and trips.
- Processed shipment documents neatly and efficiently for each load.
- Maintained accurate records of goods delivered and collected payments as required.
- Utilized street maps to plan and determine most efficient routes.
- Presented order bills and collected payments for deliveries.
Education
High School Diploma -
Vilas High School
Vilas, CO01-2002
Skills
- Technology use
- Load management
- Street orientation
- Supply management
- Financial records oversight
- Report preparation
- Hand-eye coordination
- Documentation & recordkeeping
- Work ethic and integrity
- Patience and empathy
- Inventory control
- Scanner operations
- Complex Problem-solving
- Daily reporting
- Professionalism and courtesy
- Time management skills
- Transaction handling
- POS system operations
- Organizational growth
- Customer service
- Data entry
- Customer relations
- Written and verbal communication
Timeline
Mail Carrier
United States Post Office
09.2017 - 01.2025
Cashier
Family Dollar
10.2016 - 08.2017
Assistant Store Manager
Loaf 'N Jug
06.2009 - 09.2016
Vacation Planner
Convergys
01.2007 - 05.2009
Customer Service Representative
Convergys
01.2005 - 07.2006
Delivery Driver
Pizza King Inc
01.2003 - 12.2004
High School Diploma -
Vilas High School
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