Robert Williams
Aliquippa,PA
Summary
Detail-oriented Account Specialist focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about Industry practices and documentation requirements. Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Results-oriented sales worker engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Strategic Accounts Specialist
United States Postal Service, USPS
06.2023 - Current
- Increased account retention by developing strong relationships with key clients and addressing their needs promptly.
- Developed tailored solutions for strategic accounts, resulting in increased customer satisfaction and loyalty.
- Collaborated with cross-functional teams to identify opportunities for upselling within existing client base.
- Analyzed market trends and competitor activities, adjusting strategies to protect company market share.
- Provided exceptional customer service to strategic clients, resolving issues quickly and ensuring long-term partnerships.
- Participated in industry conferences and networking events, promoting company products and building a robust professional network.
- Identified areas for process improvements, implementing changes that streamlined workflows and enhanced productivity within the team.
- Monitored performance metrics closely, taking corrective action when needed to ensure achievement of individual and team goals.
- Conducted regular business reviews with clients to assess progress against established objectives, making adjustments as necessary to drive success.
- Established rapport with new contacts quickly while consistently nurturing relationships over time.
External Customer Liaison
United States Postal Service, USPS
05.2022 - 06.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved efficiency in handling customer concerns.
- Collaborated with cross-functional teams to ensure timely resolution of customer complaints.
- Developed strong relationships with clients, fostering trust and loyalty to the company.
- Organized customer feedback data, identifying trends and areas for improvement.
- Provided exceptional service to customers, ensuring their needs were met and expectations exceeded.
- Implemented process improvements that resulted in reduced response times for customer inquiries.
- Conducted regular follow-up calls to assess customer satisfaction levels and address any outstanding concerns.
- Maintained accurate records of all customer interactions, providing valuable insights for future engagements.
- Managed high-stress situations calmly and effectively, resulting in positive outcomes for both the company and the client.
- Served as a key point of contact between customers and various internal departments, ensuring seamless collaboration on issue resolution.
- Assisted in the development of training materials to improve team members'' understanding of products and services offered by the company.
- Partnered with other Customer Liaison Officers to provide consistent support during peak periods.
- Facilitated open lines of communication between customers and management, promoting transparency within the business relationship.
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
- Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
- Coordinated events and meetings with internal and external stakeholders to better understand needs and address concerns.
- Trained team personnel on liaison activities and protocols, mentoring and coaching to improve skills.
- Investigated escalated liaison issues and implemented appropriate tactics for swift resolution.
- Developed and implemented liaison initiatives to facilitate communication between departments and stakeholders.
- Created and maintained organizational database of stakeholders and contacts for use by personnel.
Area Delivery Operations Analyst
United States Postal Service, USPS
07.2016 - 06.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication between departments for improved customer experience.
- Managed high-volume calls, ensuring timely responses to customer requests.
- Coordinated multiple projects concurrently, improving overall efficiency and productivity.
- Collaborated with team members to identify areas of improvement in processes and implement changes accordingly.
- Exceeded performance targets consistently by maintaining a proactive approach to tasks.
- Organized client records and updated databases regularly, ensuring accurate information at all times.
- Provided exceptional support to sales teams by preparing quotes and processing orders efficiently.
- Conducted periodic evaluations of customer feedback to identify trends and areas requiring attention.
- Implemented effective time management techniques, optimizing daily operations for maximum output.
- Handled escalated customer concerns diplomatically, diffusing tensions while finding satisfactory resolutions for both parties involved.
- Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Established strong relationships with key stakeholders, fostering a collaborative environment conducive to achieving shared goals.
- Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels.
- Exhibited strong analytical skills when reviewing financial reports, leading to valuable insights for budget allocation decisions.
- Implemented best practice methodologies for inventory management, resulting in reduced stock discrepancies.
- Assessed operational performance to identify areas for improvement.
- Created custom reports and visualizations to support decision-making processes.
- Analyzed trend data to forecast operational needs and plan next course of action.
- Designed plans to improve operations and suggested changes to systems for overall organization.
- Consulted with stakeholders to develop operational strategies and processes.
District Operations Specialist
United States Postal Service, USPS
Pittsburgh , Pa
07.2015 - 07.2016
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Cultivated interpersonal skills by building positive relationships with others.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Postmaster
United States Postal Service, USPS
10.2013 - 07.2015
- Improved mail delivery efficiency by implementing innovative sorting and distribution processes.
- Streamlined postal operations for increased productivity through effective staff training and resource allocation.
- Enhanced customer satisfaction with prompt responses to inquiries and timely issue resolution.
- Developed strong relationships with local businesses, promoting postal services and generating revenue growth.
- Maintained a clean and organized post office environment, ensuring smooth daily operations and optimal working conditions for employees.
- Collaborated with other postmasters in the region to share best practices, enhancing overall postal service quality.
- Implemented cost-saving measures that reduced operational expenses without compromising service levels or employee satisfaction.
- Oversaw the successful integration of new technology into daily routines, increasing efficiency and accuracy of mail processing.
- Managed all aspects of post office staffing, including hiring, training, scheduling, and performance management to ensure a high-performing team.
- Ensured compliance with USPS regulations by regularly reviewing policies and procedures, maintaining up-to-date knowledge on relevant changes.
- Boosted workplace morale through the implementation of employee recognition programs and regular team-building activities.
- Conducted periodic audits of financial records to maintain accuracy, transparency, and adherence to budgetary guidelines.
- Facilitated effective communication between staff members by holding regular meetings and encouraging open dialogue on workplace issues or suggestions for improvement.
- Monitored inventory levels to ensure adequate supplies were available for daily operations while minimizing waste from overstocking items.
- Addressed safety concerns proactively by conducting frequent inspections of facilities and equipment, implementing necessary repairs or upgrades as needed.
- Reduced wait times for customers through efficient queue management strategies during peak hours.
- Established strong community presence by participating in local events and outreach programs, fostering positive relationships with local residents and businesses.
Supervisor of Distribution Operations
United States Postal Service, USPS
Aliquippa, PA
10.2008 - 04.2014
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked well in a team setting, providing support and guidance.
- Identified issues, analyzed information and provided solutions to problems.
- Enhanced delivery efficiency by streamlining operations and implementing process improvements.
- Reduced operational costs through effective route planning and resource allocation.
- Managed a team of drivers, ensuring timely deliveries and high levels of customer satisfaction.
- Optimized delivery processes with data-driven decision-making and performance tracking.
- Implemented safety protocols for staff, reducing workplace accidents and promoting a safe working environment.
- Conducted regular performance evaluations for team members, providing constructive feedback to foster professional growth.
- Oversaw inventory management, maintaining accurate records of stock levels and coordinating replenishment as needed.
- Trained new hires on company procedures, policies, and best practices for delivery operations success.
- Supported customers via telephone, email and at sites to handle escalations and product concerns.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
Education
Networking - Computer Networking
ITT Technical Institute Pittsburgh
Pittsburgh, PA06.2001
Travel Management
Boyd School
Pittsburgh, PA04.1987
N/A - Criminal Justice
Community College of Beaver County
Monaca, PA06.1983
Skills
- Industry Expertise
- Performance Tracking
- Financial Acumen
- CRM proficiency
- Customer Engagement
- Territory Growth
- Terms negotiation
- Due diligence
- Customer relationship development
- Microsoft Office proficiency
- Document Management
- Schedule Coordination
- Research proficiency
- Account updating
- Account Administration
- Revenue Growth
- Documentation skill
- Business Development
- Client Engagement
- Issue investigations
- CRM Software
- Recordkeeping abilities
- Time management abilities
- Teamwork and Collaboration
- Professional Demeanor
- Task Prioritization
- Analytical Skills
- Relationship Building
- Multitasking
- Problem-Solving
- Written Communication
- Team building
- Problem-solving abilities
- Professionalism
- Reliability
- Decision-Making
- Account Servicing
- Active Listening
- Interpersonal Skills
- Goal Setting
- Team Collaboration
- Self Motivation
- Organizational Skills
- Interpersonal Communication
- Excellent Communication
- Analytical Thinking
- Attention to Detail
Timeline
Strategic Accounts Specialist
United States Postal Service, USPS
06.2023 - Current
External Customer Liaison
United States Postal Service, USPS
05.2022 - 06.2023
Area Delivery Operations Analyst
United States Postal Service, USPS
07.2016 - 06.2022
District Operations Specialist
United States Postal Service, USPS
07.2015 - 07.2016
Postmaster
United States Postal Service, USPS
10.2013 - 07.2015
Supervisor of Distribution Operations
United States Postal Service, USPS
10.2008 - 04.2014
Networking - Computer Networking
ITT Technical Institute Pittsburgh
Travel Management
Boyd School
N/A - Criminal Justice
Community College of Beaver County