Sharon May
Riverside,CA
Summary
Highly efficient Lead Clerk who is well established in a fast-paced and challenging environment. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Professional and able to continually maintain a positive attitude while interacting with demanding clients. Primary point of contact for both in-house and external phone and website queries.
Overview
24
24
years of professional experience
Work History
Lead Clerk
United States Postal Service, USPS
12.2006 - Current
- Mentored 15 junior clerks, providing guidance on best practices and improving overall team performance.
- Improved customer satisfaction by addressing inquiries and resolving issues in timely manner.
- Managed inventory control for office supplies, reducing costs and ensuring availability of necessary items.
- Served as point of contact for external vendors, maintaining strong relationships to ensure seamless service delivery.
- Coordinated meetings and events, ensuring all logistics were handled smoothly and successfully.
- Assisted with budget preparation and expense tracking, helping department maintain fiscal responsibility.
- Collaborated with cross-functional teams to complete projects on time and within budget constraints.
- Provided administrative support to executive staff members when needed, demonstrating adaptability and resourcefulness in high-pressure situations.
- Processed orders and shipments for customers in a timely fashion, resulting in improved customer retention rates.
- Oversaw daily operations within the office, ensuring tasks were completed efficiently and effectively.
- Delivered exceptional customer service experiences by promptly addressing concerns and providing knowledgeable assistance.
- Conducted regular audits of physical inventory levels to identify discrepancies and make necessary adjustments.
- Ensured strict adherence to company policies while performing routine audits of procedure compliance.
- Reviewed reports for accuracy before submission to upper management, ensuring data-driven decision-making processes were based on reliable information sources.
- Enhanced communication between departments through the establishment of clearly-defined channels.
- Processed documents and materials to disseminate information to appropriate parties.
- Provided meeting support by taking minutes and dictations.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Produced high-quality communications for internal and external use.
- Issued invoices and followed up on outstanding payments to remind clients to pay on time.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Processed incoming and outgoing mail and packages according to established procedures.
- Utilized office management software to record and track customer information.
- Edited and proofread documents for accuracy and completeness.
- Compiled and analyzed data to produce reports.
- Assisted with onboarding of new employees.
- Edited documents to keep company materials free of grammar errors.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
Customer Service Supervisor
Best Buy
07.2001 - 07.2007
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Created, prepared, and delivered reports to various departments.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Leveraged analytical skills to review customer feedback data, identifying areas requiring attention or process improvements.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored front areas so that questions could be promptly addressed.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Interceded between employees during arguments and diffused tense situations.
Sales Associate
Burlington Coat Factory Warehouse
04.2000 - 07.2001
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Education
No Degree - Health Sciences
Riverside City College
Riverside, CAHigh School Diploma -
Rubidoux High School
Riverside, CA06.2000
Skills
- Organizational Leadership
- Records analysis
- Document Preparation
- Customer Satisfaction
- Prioritization
- Creative Thinking
- Customer Communication
- Team Collaboration
- Schedule and calendar management
- Problem-Solving
- Attention to Detail
- Telephone Etiquette
- Processing mail
- Sales expertise
Timeline
Lead Clerk
United States Postal Service, USPS
12.2006 - Current
Customer Service Supervisor
Best Buy
07.2001 - 07.2007
Sales Associate
Burlington Coat Factory Warehouse
04.2000 - 07.2001
No Degree - Health Sciences
Riverside City College
High School Diploma -
Rubidoux High School
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