Summary
Overview
Work History
Education
Skills
Communication Skills
References
Timeline
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Sharon Norris

Sharon Norris

Chicago,IL

Summary

High-performing professional with a solid background in employee engagement and human resources. Analyzes and evaluates job duties and requirements using understanding of compensation and benefits laws and regulations. Strong organizational skills with keen eye for detail. Desire to work for a company that encourages advancement and helps to improve the work life balance all while helping families.

Overview

27
27
years of professional experience

Work History

Supervisor of Customer Service

United States Postal Service
Chicago, IL
10.2015 - Current
  • Supervise sortation and delivery of mail and packages to residential and business addresses.
  • Oversaw daily operations of finance window which manages sales of postal products.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached employees through day-to-day work and complex problems
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Led regular team meetings to review progress, identify challenges and provide feedback.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Completed bi-weekly payroll for over 100 employees.

City Letter Carrier

United States Postal Service
Chicago, IL
01.2000 - 10.2015
  • Sort and deliver mail and packages to residential and business addresses daily
  • Collected mail from letter boxes on specific route both on foot and by vehicle
  • Engaged customers with pleasant demeanor and offered to help with mail-related issues
  • Used portable devices to maintain system records by scanning items delivered to homes and businesses
  • Worked closely with other employees in mail office and handled various administrative tasks
  • Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
  • Obtains signatures for package deliveries as proof of delivery to avoid discrepancies
  • Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information
  • Communicated customer complaints, requests, and feedback to company management for swift resolution
  • Distributed mail on foot to residences and businesses, delivering to approximately 800 customers per shift.
  • Supported overall mission of postal service by maintaining integrity when handling confidential information found within mailed items.

Benefits Verification Specialist

JNC Health Care
03.1997 - 10.1999
  • Checked employees' benefits enrollment for accuracy and inputted all data into MediClaims.
  • Built relationships with vendors to foster quality service delivery.
  • Increased sales by 10% by ensuring employees were successfully signed up for most effective benefits packages for their families
  • Coordinated and conducted employee orientations to promote understanding of coverage and options.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
  • Contributed to company-wide initiatives aimed at improving the quality of service delivery across departments, fostering a culture of collaboration and excellence within the organization as a whole

Education

High School diploma -

Westinghouse Vocational High School
06.1987

Skills

  • Data Entry
  • Analytical Thinking
  • Regulatory Compliance
  • Policy Enforcement
  • Proficient in MS Office, Powerpoint, Excel
  • Employee Relations
  • Effective Communication

Communication Skills

As communication being one of my strong assets, I feel that it is important to effectively have dialogue with others by not being afraid to ask questions. This shows that you’re interested and engaged in the conversation. Acknowledging others’ points of view can help diffuse tense situations, build relationships, and show that you’re listening. By showing that you understand where someone is coming from, you can better collaborate with them towards a resolution.  Paying full attention when someone speaks exemplifies active listening which helps to demonstrating empathy and understanding when someone else is speaking. I take pride in tailoring my
approach based on on the audience that I am conversing with so that everyone feels comfortable in participating in discussions and openly sharing their thoughts.  When taking a different approach in communicating, such as writing an emails, compiling data or presenting I am very concise, professional and detailed. Non verbal communication is just as important to me as verbal.  When in a non verbal state, there are important characteristics such as eye contact, body language and facial expressions that I feel sets the tone in communication as well. 

References

Provided upon request

Timeline

Supervisor of Customer Service

United States Postal Service
10.2015 - Current

City Letter Carrier

United States Postal Service
01.2000 - 10.2015

Benefits Verification Specialist

JNC Health Care
03.1997 - 10.1999

High School diploma -

Westinghouse Vocational High School
Sharon Norris