Rose McCall
Redford
Summary
Experienced Office Manager with over 14 years in customer service and team leadership. Specializes in optimizing workflows and training staff to enhance service standards. Proven ability to drive operational efficiency and foster client loyalty through effective problem-solving and communication.
Overview
52
52
years of professional experience
Work History
Office Manager
Painting With A Twist -Farmington
Farmington
04.2012 - Current
- Managed daily operations and ensured smooth workflow in a vibrant art studio.
- Coordinated schedules and appointments for instructors and clients efficiently.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Supervised staff members, organized schedules and delegated tasks.
- Trained new staff on studio procedures, policies, and customer service standards.
- Provided training to new hires on office policies and procedures.
- Assisted in recruiting, onboarding and training new employees.
- Handled customer inquiries and resolved issues to maintain high satisfaction levels.
- Provided solutions to customer issues for improved service in a timely manner while maintaining positive relationships with clients.
- Oversaw inventory management and ordered supplies for art classes regularly.
- Monitored payments due from clients and promptly contacted clients with past due payments.
Manager
United States Post Office
Detroit
06.2000 - 01.2012
- Managed staff scheduling and resource allocation for service optimization.
- Oversaw daily operations and workflow efficiency in postal services.
- Implemented process improvements to enhance service delivery standards.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Resolved customer inquiries and issues effectively and professionally.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Conducted performance reviews for team members.
- Assessed staff performance to identify strengths and areas for improvement. and addressed issues.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Distributed responsibilities among associates to enhance team productivity. to fit skill levels and maximize team performance.
- Provided leadership during times of organizational change or crisis situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Monitored inventory levels of postal supplies for timely replenishment.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Created monthly reports for senior management summarizing operational performance metrics.
- Delegated work to staff, setting priorities and goals.
- Coordinated training programs for new employees on postal regulations.
Letter Carrier
United Postal Service
Detroit
02.1978 - 06.2000
- Delivered mail to residences and business establishments determined by specific route with on-time delivery of mail.
- Delivered mail and packages efficiently across designated routes.
- Sorted mail items by address for efficient distribution.
- Maintained accurate records of deliveries and pickups.
- Communicated with customers regarding postal services and inquiries.
- Operated delivery vehicles safely in varying weather conditions.
- Assisted in training new letter carriers on route procedures.
- Ensured compliance with postal regulations and safety protocols.
- Adhered strictly to all federal laws governing the handling of confidential documents.
- Provided assistance to customers by answering questions related to postal services, rates, and regulations.
- Collected signatures from customers upon receipt of their mail items.
- Scanned packages for tracking purposes and ensured timely delivery.
- Inspected equipment regularly and reported any needed repairs or replacements to supervisors promptly.
- Processed change-of-address orders accurately according to established procedures.
- Loaded mail onto delivery vehicles ensuring proper security and balance of cargo.
- Participated actively in team meetings providing input on operational improvements.
- Responded quickly to emergency situations involving hazardous materials or other potential safety risks.
- Identified incorrect or incomplete address information on packages prior to delivering them.
- Utilized internal systems to track undeliverable mail items and returned them to sender.
- Ensured compliance with safety regulations while operating delivery vehicle.
- Maintained communication with supervisors regarding changes in daily route schedules or customer requests.
- Scanned labels to ensure accurate tracking of mail items. on letters or parcels to confirm receipt.
- Routed all classes of mail in sequence of delivery along established route.
- Provided change-of-address cards and other postal forms upon customer request.
- Collected outgoing mail from homes and businesses to deliver to post office for processing.
- Observed road rules, weather, and road conditions and other factors to maintain safe driving record.
- Recorded changes to addresses to ensure proper mail delivery. to redirect mail for residences or businesses.
- Recorded changes to addresses to ensure proper mail delivery. to redirect mail for residences or businesses.
File Clerk
Veterans Administration
Detroit
09.1974 - 02.1978
- Organized and maintained confidential patient files for efficient access.
- Processed incoming documents and ensured proper filing within established systems.
- Implemented improvements to filing processes to enhance efficiency and accessibility.
- Organized and filed documents according to established procedures.
- Processed incoming mail by sorting, batching, and distributing documents for filing.
- Created new files when necessary following established protocols.
- Assisted with purging inactive files following retention schedules set forth by department policies.
- Answered inquiries regarding filed materials or their location within the system.
- Located missing records by searching files or contacting individuals assigned to records.
Education
High School Diploma -
Cooley High School
Detroit, MI06-1974
Skills
- Office management
- Schedule management
- Process improvement
- Customer service
Timeline
Office Manager
Painting With A Twist -Farmington
04.2012 - Current
Manager
United States Post Office
06.2000 - 01.2012
Letter Carrier
United Postal Service
02.1978 - 06.2000
File Clerk
Veterans Administration
09.1974 - 02.1978
High School Diploma -
Cooley High School