Summary
Overview
Work History
Education
Skills
Associations
Hobbies and Interests
Languages
Accomplishments
Timeline
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SHEILA NELSON

Brooklyn,NY

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

45
45
years of professional experience

Work History

Independent Contractor

Various
01.2007 - Current
  • Provided valuable insights on customer experience improvements by observing staff behavior, attitude, and efficiency during interactions with customers.
  • Evaluated employee performance through discreet interactions, assessing their knowledge, professionalism, and problem-solving skills.
  • Consulted with businesses to supply accurate product and service information.

Community Engagement Specialist

NYC Health+Hospitals
06.2020 - 04.2022
  • Worked with the Test & Trace Corps tracing positive COVID-19 cases and contacts
  • Conducting community outreach to locate persons diagnosed with COVID-19 and contacts who are not reached by phone
  • Conducted community-based assessments with cases and contacts and linking clients to contact tracing case investigators or other community or city services
  • Protected and maintained the confidentiality and privacy of case interviews
  • Collected and record information obtained from case interviews and contact gathering into the data system in accordance with established policies and procedures
  • Participated in meetings and case reviews to improve case investigation outcomes
  • Assessed client needs, provide education, and risk reduction information
  • Followed approved scripts and protocols
  • Provided clients with information about COVID-19 prevention and control
  • Identifies barriers to community engagement efforts and appropriately escalates issues to the Community Engagement Supervisor.

Manager, Customer Service

United States Postal Service
12.2014 - 02.2020
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
  • Trained and guided team members to maintain high productivity and performance metrics
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions
  • Boosted team productivity by enhancing performance monitoring and instituting motivational approaches
  • Evaluated employees' strengths and assigned tasks based upon experience and training
  • Maintained current knowledge of all facets of operations
  • Set and managed schedules to give proper coverage to required areas and meet customer service demands
  • Provided management with feedback regarding employee performance and training needs
  • Monitored and counseled all employees regarding safe work practices
  • Provided training and safety equipment to prevent accidents
  • Gave daily/weekly/monthly safety talks
  • Promptly reported accidents and injuries to the district safety team
  • Collaborated with all units to correct, modify, research, and resolve problems
  • Applied superior telephone and in-person resolution skills
  • Extensive Labor Relations experience with negotiations, EEOC, and grievance resolution.
  • Knowledgeable with OSHA, HAZMAT, and FAA mailing requirements

Supervisor, Customer Service

United States Postal Service
12.2006 - 12.2014
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
  • Critically monitored customer service operations to assess agent performance and provide evaluations and feedback.

Window Clerk

United States Postal Service
09.1987 - 06.2006
  • Completed and submitted forms and reports to update address or report lost and stolen mail
  • Handled claims consistent with client and corporate policies, procedures, best practices and regulations
  • Stocked and replenished merchandise
  • Provided accurate information about promotions, customer programs, and products helping drive high customer retention
  • Maintained a strong reputation of efficiency and accuracy, earning numerous recommendations from satisfied customers
  • Maintained inter-agency standards regarding hazardous materials, reporting suspicious activities, and compliance with federal regulations.

Pharmacy & Basic Medical Specialist

United States Army & U.S. Army Reserves
06.1979 - 08.1991
  • Instructed personnel to mitigate environmental hazards and properly use personal protective equipment such as chemical gear for battle scenarios
  • Responded to emergencies with speed, efficiency and knowledgeable assistance
  • Achieved passing scores on all physical fitness evaluations and agility testing during my 12 year career
  • Ordered, unloaded, stocked and tracked supplies and equipment needed for pharmacy and unit
  • Maintained patient profiles by data input and cross-checks preventing drug contraindications
  • Measured, mixed, compounded, and dispensed pharmaceuticals
  • Mobilization Non-commissioned Officer for the 1208th USAH Army Reserve Unit
  • Served with honor receiving numerous commendations, medals, and awards.

Education

Associate of Science - Marketing, Management, & Sales

City Technical College (CUNY)
Brooklyn, NY

Bachelor of Science - Marketing, Management, & Sales

The Graduate Center (CUNY)
New York, NY

Skills

  • Problem-Solving
  • Customer Relations
  • Organization and Time Management
  • Troubleshooting
  • Team building
  • Microsoft Office
  • Decision-Making
  • Friendly, Positive Attitude
  • Interpersonal Communication
  • Written Communication

Associations

  • Disabled American Veterans
  • National Association of Postal Supervisors
  • NYC Dept of Sanitation
  • African-American Society Associate member
  • American Association of Retired Persons
  • District Council 37 member

Hobbies and Interests

  • Swimming
  • Gardening
  • Contesting
  • Traveling
  • Volunteering
  • Reading

Languages

English
Native or Bilingual
German
Elementary

Accomplishments

National Postal Hero Award

National Spot Award for most improved district

Timeline

Community Engagement Specialist

NYC Health+Hospitals
06.2020 - 04.2022

Manager, Customer Service

United States Postal Service
12.2014 - 02.2020

Independent Contractor

Various
01.2007 - Current

Supervisor, Customer Service

United States Postal Service
12.2006 - 12.2014

Window Clerk

United States Postal Service
09.1987 - 06.2006

Pharmacy & Basic Medical Specialist

United States Army & U.S. Army Reserves
06.1979 - 08.1991

Associate of Science - Marketing, Management, & Sales

City Technical College (CUNY)

Bachelor of Science - Marketing, Management, & Sales

The Graduate Center (CUNY)

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SHEILA NELSON