SARAH STILES
Tehachapi,United States
Summary
18 years of FERS service across a wide range of job duties, from analytical to leadership. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
30
30
years of professional experience
Work History
POSTMASTER - EAS 18
United States Postal Service
Boron, CA
01.2024 - Current
- Manages carriers and clerks directly or through subordinate supervisors and/or postmaster reliefs (PMR), in mail distribution, delivery and collection, and window service activities
- Manages the implementation and administration of approved programs as they apply to the local and subordinate reporting offices; operates within established rules, laws, and procedures
- Ensures scanning integrity, timely and accurate delivery of mail and parcels
- Work independently and with others to diagnose and resolve problems
- Interact with customers, responding to questions and concerns and troubleshoot problems
- Maintain financial records, including budgets, expenditures, and income
- Develop strategies to improve efficiency within the post office's operations
POSTMASTER - EAS 20
United States Postal Service
Rosamond, CA
04.2022 - 01.2024
- Managed carriers and clerks directly or through subordinate supervisors and/or postmaster reliefs (PMR), in mail distribution, delivery and collection, and window service activities
- Managed the implementation and administration of approved programs as they apply to the local and subordinate reporting offices; operated within established rules, laws, and procedures
- Prepared, submitted, and administered a moderate-size operating budget for the local and subordinate reporting offices
- Trained new employees to ensure quality service
- Managed the implementation and administration of proper safeguards for the welfare of the customers and employees, ensuring quality service and the security of the mails
- Supervised office clerical operations to provide records, files, and reports as required for the local and subordinate reporting offices
- Selected locations for contract stations and administers the contracts
- Had regular contact with postal customers
- Exercised normal protective care of a moderate-size stock of accountable paper, a small building, building and office equipment, supplies, and vehicles for the local and subordinate reporting offices
- Exercised a normal regard for the safety of self and others, with particular emphasis on ensuring employee compliance with established safety policy and procedures; administered the safety program for the local and subordinate reporting offices.
- Maintained financial records, including budgets, expenditures, and income
- Responded to customer inquiries regarding postal services, pricing, and package tracking
- Resolved customer complaints in an efficient manner while providing excellent customer service
- Prepared reports on operational activities for upper management review
- Developed strategies to improve efficiency within the post office's operations
- Analyzed data related to postal operations in order to identify areas needing improvement or optimization
OFFICER-IN-CHARGE - EAS 21
United States Postal Service
Tehachapi, CA
03.2022 - 04.2022
- Management of the morning processing and distribution operations
- Scheduling of all employees
- Daily employee expectations (including safety)
- Reduction in premium hours while increasing efficiency
- Investigation and resolution of customer complaints and inquiries
- Conducted office and street inspections
- Timekeeping
- Met on and resolved labor issues.
- Ensured compliance with company policies and procedures
- Initiated and implemented new administrative processes to improve efficiency
- Maintained records of employee attendance and performance
- Managed daily operations, including scheduling, budgeting, and staff supervision
- Coordinated the training of new employees in safety protocols and operational procedures
- Developed strategies to increase customer satisfaction ratings
- Supervised the maintenance of office equipment and supplies inventory levels
- Monitored workflow to ensure deadlines were met in a timely manner
- Tracked financial information such as accounts receivable and payable data
- Prepared reports on operational activities for upper management review
- Enforced security protocols within the workplace environment
- Resolved customer complaints in an efficient and professional manner
- Participated in weekly meetings with senior management team members
- Implemented changes based on feedback from customers or stakeholders
- Directed logistical training procedures to adhere to postal regulations
- Stored and safeguarded classified information to maintain utmost confidentiality
- Requisitioned, received and properly stored unit equipment and supplies
ACTING MANAGER, CUSTOMER SERVICES - EAS 19
United States Postal Service
California City, CA
12.2021 - 03.2022
- Developed and implemented processes and procedures to improve operational efficiency
- Oversaw cross functional work areas targeted to resolve issues raised by customers
- Managed customer service operations, dealt directly with customers
- Provided data for annual budget planning, controls operating costs within budget allocations
- Consulted with representatives of employee organizations regarding labor-management problems that are not resolved at the local level
- Ensured that all necessary accounting and administrative functions are performed, and that reports were prepared and submitted as required.
OFFICER-IN-CHARGE - EAS 20
United States Postal Service
Rosamond, CA
02.2021 - 12.2021
- Managed carriers and clerks directly or through subordinate supervisors and/or postmaster reliefs (PMR), in mail distribution, delivery and collection, and window service activities
- Managed the implementation and administration of approved programs as they apply to the local and subordinate reporting offices; operates within established rules, laws, and procedures
- Prepared, submitted, and administered a moderate-size operating budget for the local and subordinate reporting offices
- Trained new employees to ensure quality service
- Managed the implementation and administration of proper safeguards for the welfare of the customers and employees, ensuring quality service and the security of the mails
- Supervised office clerical operations to provide records, files, and reports as required for the local and subordinate reporting offices
- Selected locations for contract stations and administers the contracts
- Had regular contact with postal customers
- Exercised normal protective care of moderate-size stock of accountable paper, small building, building/office equipment, supplies, and vehicles for local and subordinate reporting offices
- Exercised a normal regard for the safety of self and others, with particular emphasis on ensuring employee compliance with established safety policy and procedures; administered the safety program for the local and subordinate reporting offices.
SUPERVISOR, CUSTOMER SERVICES - EAS 17
United States Postal Service
Tehachapi, CA
01.2020 - 08.2022
- Management of the morning processing and distribution operations
- Scheduling of all employees
- Set daily employee expectations (including safety)
- Reduction in premium hours while increasing efficiency
- Investigation and resolution of customer complaints and inquiries
- Conducted office and street inspections
- Timekeeping
- Met with union representatives and resolved labor issues.
- Directed and supervised team of 32 employees in daily operations
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions
- Resolved customer complaints in a timely manner while ensuring customer satisfaction
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members
- Monitored employee productivity levels on a regular basis to identify areas of improvement
- Provided guidance and direction to subordinates regarding job duties and responsibilities
- Created new strategies for improving customer service standards within the organization
- Complied with company policies, objectives and communication goals
- Coordinated employee schedules according to shift changes and availability
MANAGER, BUSINESS MAIL ENTRY - EAS 20
United States Postal Service
Santa Clarita, CA
10.2018 - 01.2020
- Managed activities related to mailing requirements, business mail acceptance, customer service, and revenue protection for a district
- Oversaw and participated in mailing standards, business mail acceptance & revenue protection activities
- Oversaw acceptance & verification of bulk mailing, and provided technical guidance on plant load & plant verified drop shipments activities
- Provided for & monitored a district wide employee training program on mail preparation, business mail entry procedures, revenue protection, and related mailing requirements programs to ensure adherence to postal procedures & policies
- Provided technical guidance to employees within the district re: mail prep and acceptance
- Established an awareness program for employees on postal payment & mail prep to ensure protection of revenue
- Oversaw & ensured district wide adherence to verification procedures for periodicals & ensures compliance with all application policies & procedures
- Provided for & participated in the preparation of responses to customer inquiries regarding postal rates and fees and business mail entry programs
- Provided technical support to sales and participated in postal customer council meetings, workshop, and public meetings
- Prepared & monitored expenditures for the district business mail entry unit operating budget
- Compiled & reviewed complement data to determine staffing needs aligned with national & local labor agreements.
Acting Business Development Specialist - EAS 17
United States Postal Sevice
Santa Clarita, CA
03.2015 - 10.2015
- Participated in the planning, development and execution of customized sales programs designed for the small and medium-sized business customers
- Supported efforts to generate customer loyalty of US Postal Service products and services
- Provided insight and analysis of growth trends and opportunities within the district's small and medium-sized business community to US Postal Service managers
- Developed and conducted small and medium-sized business sales workshops and training programs for district and field employees
- Coordinated with management and union associations to resolve issues and improve processes on lead generating activities and programs
- Oversaw, tracked, measured, and evaluated financial data results of market tests, trials, initial implementation and periodic follow-up reviews
- Managed the development of data in the form of business plans and business proposals to support the development of profitable new business
- Created and presented briefings and made recommendations to senior management
- Developed and implemented business development strategies to increase market share
- Identified, evaluated, and pursued new business opportunities to expand corporate reach
- Conducted research and analysis of industry trends to identify potential customers and markets
- Performed competitive analysis of existing products and services in the marketplace
- Created presentations for prospective clients that showcased company capabilities and expertise
- Developed key relationships with customers through regular communication, meetings, and events
- Maintained an up-to-date knowledge of current industry trends in order to develop innovative approaches for growth
- Prepared detailed reports on progress against goals for senior management review
- Collaborated cross-functionally within the organization to ensure successful execution of projects
- Monitored competitor activity in order to anticipate changes in the market place
- Developed relationships with potential clients to gain momentum for account development opportunities
- Partnered with team members in other business functions to establish best possible solutions
- Provided assistance to prospective clients to encourage high level of customer service
- Accomplished Business Development Representative offering expertise in marketing, sales and operations. Consults with customers, builds strong relationships and increases hard sales numbers
- Created and improved business pipeline using cold and warm techniques
- Worked with current clients to assess needs and develop improvement plans
- Stayed current on company products and services to provide top-notch expertise to customers
- Set up potential client contacts, cultivated relationships and followed through on service needs
- Identified business prospects through cold calling, networking, marketing and database leads
- Scheduled meetings with clients and partners and provided updates or meeting changes
- Met with local business and community organizations to develop leads and generate business
- Identified additional business opportunities and communicated to team
- Prepared monthly sales reports for distribution to team
- Managed client database to maintain accurate information
- Improved marketing plans and sales strategies processes to maximize business development.
- Cultivated relationships with key players in various industries to create ongoing and mutually beneficial referral systems
- Oversaw and executed proposal development, market research and documentation to achieve optimal results
- Conducted market research to determine new business opportunities
- Increased bottom-line profitability by growing customer base and capitalizing on upsell opportunities
- Managed multiple projects and met time-sensitive deadlines
- Leveraged strengths to drive long-lasting improvements in business growth, client relations and profits
- Cultivated and developed portfolio of clientele, securing strong base of loyal business relationships to promote company growth objectives and consistently attain personal sales goals
- Leveraged existing network of contacts with new commercial prospects
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements
SR. FIELD ACCOUNT REPRESENTATIVE - EAS 19
United States Postal Service
Santa Clarita, CA
04.2018 - 10.2018
- Developed and deployed strategies to grow and retain USPS revenue and meet customer objectives
- Developed creative solutions within the limits of the customer's strategic business objectives
- Worked closely with internal contacts to develop and present solutions and materials to customers
- Managed strategic account team activities associated with the implementation of strategic plans including customer relationships, and coordination with other USPS organizations
- Researched and reported on the progress of goals to management
- Identify leading practices to share with peers and other USPS organizations as appropriate
- Recorded and monitored customer account information in a database system
- Tracked strategic activities, monitored service performance of assigned accounts and proactively identified areas for improvement and formulated actionable resolution plans
- Maintained up-to-date knowledge of USPS products and services
- As an X-FAR, I oversaw 44 NSA contracts, managed by 9 FAR's, ensuring that contracts are maintained, and that administrative work was done completely and in a timely manner
- Played a major role in improving processes, such as: creating and manipulating reports, developed an SOP’s, prepared and distributed various reports.
FIELD ACCOUNT REPRESENTATIVE - EAS 18
United States Postal Service
Santa Clarita, CA
10.2015 - 04.2018
- Provided proactive customer support to a portfolio of assigned medium-sized business customers to achieve revenue retention goals and identify sales leads
- Built and fostered relationships with internal and external customers
- Developed and executed strategic account plans for assigned customers with revenue potential to identify and pursue opportunities for new and existing growth
- Developed and maintained strategic relationships with external customers and internal contacts across leadership and functional areas to achieve objectives
- Created, manipulated and distributed reports.
COMPLAINTS AND INQUIRY CLERK - P7-07
United States Postal Service
Santa Clarita, CA
03.2015 - 10.2015
- Received, classified, and processed customer complaints and inquiries relative to mail service
- Applied a broad knowledge of postal products, service standards, regulations and local policy to develop and effect resolutions
- Reported unusual or repetitive complaints which indicated development of a trend
- Prepared and submitted weekly and quarterly complaint summations and analyses of data with recommendations for improvement in service
- Delivered information orally and in writing.
- Assisted customers with inquiries and complaints in a professional manner
- Answered phones in a courteous manner while providing excellent customer service
- Compiled customer information into organized databases for easy access
- Performed data entry tasks to update customer accounts records
- Created memos, letters, emails, reports, presentations as requested by management
- Managed multiple projects simultaneously while meeting tight deadlines
- Communicated with customers and employees to answer questions or explain information
- Delivered high-quality customer service through deep commitment to knowledge and performance
- Supported office clerical functions using word processing and other software, email and office machines
- Performed data entry and recordkeeping tasks to track company correspondence and updates
- Followed confidentiality rules to preserve data quality and reduce potential information compromise
- Answered telephones, directed calls and took messages
- Reviewed files, records and other documents to obtain information or respond to requests
- Operated photocopiers and scanners, facsimile machines and personal computers
- Typed, formatted and edited correspondence and other documents
- Identified issues and utilized emotional intelligence and diplomatic communication to defuse
Acting Supervisor Customer Care Center - EAS 19
United States Postal Service, USPS
Los Angeles, CA
07.2014 - 03.2015
- Directed and supervised team of 22 bargaining unit employees in daily operations
- Assisted in training and onboarding 66 Tier 1 agents in a classroom environment. Took part in improving quality assurance, recordkeeping and training processes
- Responsible for a wide range of USPS Customer Care Center activities including, but not limited to: standard, complex and escalated customer contacts
- Collaborated with quality and training support as well as other Customer Care Center staff to promote quality contacts and high customer satisfaction
- Coordinated with Agents, Quality Analysts and Training support to facilitate feedback and training, in addition to identifying areas for development
- Provided training as needed to ensure Agents applied USPS customer service standards on each contact
- Conducted performance appraisal sessions and identified trends and positive behaviors. Developed and motivated all Agents to deliver quality customer service on every call
- Created, maintained and analyzed reports in Excel
- Presented briefings to upper management orally and in writing, via MS Word and MS Outlook
- Monitored employee productivity to provide constructive feedback and coaching
- Coordinated employee schedules according to shift changes and availability
- Reviewed completed work to verify consistency, quality and conformance
CUSTOMER CARE AGENT - TIER 1 - P7-06
United States Postal Service
Los Angeles, CA
01.2014 - 03.2015
- Provided excellent and prompt customer service
- Received initial inbound customer contacts, including but not limited to voice and emails
- Provided information to customers on standard USPS products and services
- Researched information to answer and respond to customer inquiries pertaining to USPS products and services using a telephone, computer, electronic reference tools, the internet and manuals
- Applied USPS customer service standards on each type of contact to suggest appropriate USPS products and services, to educate customers
- Trained sixty-six new care agents
- Pulled, compiled and distributed several reports daily.
Acting Supervisor Customer Service - EAS 17
United States Postal Service
Simi Valley, CA
08.2007 - 03.2008
- Supervised a group of employees in the delivery, collection, and distribution of mail, and in window service activities within Mt. McCoy Station
- Analyzed delivery operations, mail flows, and retail operations within the work unit using observation, data analysis, and computer models; made recommendations to improve operations
- Supervised approximately 50 bargaining unit employees
- provided on-the-job training
- Ensured complete training in current operating and safety procedures
- Assessed employee performance and provided guidance and direction to employees regarding work performance
- Made recommendations for performance improvement; and ensured development of employees in the work unit
- Supervised and participated in record-keeping of work hours, mail volumes, cost ascertainment data, carrier transportation costs, accident and injury occurrences and costs, and personnel time and attendance
PART-TIME FLEXIBLE CITY LETTER CARRIER - Q7-01
United States Postal Service
Simi Valley, CA
06.2006 - 01.2014
- Delivered and collected mail on foot or by vehicle under varying road and weather conditions in a prescribed area
- Maintained professional and effective public relations with customers and others
- General familiarity with postal laws, regulations, products and procedures commonly used, and with the geography of the area.
Education
HIGH SCHOOL DIPLOMA - General Studies
Apollo High School
06-1995
Skills
- Proficient in MS Excel, Word, Outlook, PowerPoint, Teams
- Analytical Skills
- Team Collaboration and Leadership
- Professionalism
- Project and Time Management
- Communication
- Critical thinker
- Work independently
- Continuous Improvement
- Production of high quality of work
Timeline
POSTMASTER - EAS 18
United States Postal Service
01.2024 - Current
POSTMASTER - EAS 20
United States Postal Service
04.2022 - 01.2024
OFFICER-IN-CHARGE - EAS 21
United States Postal Service
03.2022 - 04.2022
ACTING MANAGER, CUSTOMER SERVICES - EAS 19
United States Postal Service
12.2021 - 03.2022
OFFICER-IN-CHARGE - EAS 20
United States Postal Service
02.2021 - 12.2021
SUPERVISOR, CUSTOMER SERVICES - EAS 17
United States Postal Service
01.2020 - 08.2022
MANAGER, BUSINESS MAIL ENTRY - EAS 20
United States Postal Service
10.2018 - 01.2020
SR. FIELD ACCOUNT REPRESENTATIVE - EAS 19
United States Postal Service
04.2018 - 10.2018
FIELD ACCOUNT REPRESENTATIVE - EAS 18
United States Postal Service
10.2015 - 04.2018
Acting Business Development Specialist - EAS 17
United States Postal Sevice
03.2015 - 10.2015
COMPLAINTS AND INQUIRY CLERK - P7-07
United States Postal Service
03.2015 - 10.2015
Acting Supervisor Customer Care Center - EAS 19
United States Postal Service, USPS
07.2014 - 03.2015
CUSTOMER CARE AGENT - TIER 1 - P7-06
United States Postal Service
01.2014 - 03.2015
Acting Supervisor Customer Service - EAS 17
United States Postal Service
08.2007 - 03.2008
PART-TIME FLEXIBLE CITY LETTER CARRIER - Q7-01
United States Postal Service
06.2006 - 01.2014
HIGH SCHOOL DIPLOMA - General Studies
Apollo High School
Languages
English
Awards
- Certificate of Appreciation for Outstanding Individual Work Performance - 1/15
- Dave Miller Exceptional Contributor 8/16
- Sierra Coastal PCC Most Valuable Professional 12/16
- 2nd highest leads sold in the FAR organization for FY16 11/16
- Certificate of Appreciation Award - 8/15
- Attended NPF 2019, met Postmaster General for recruiting attendees
Volunteer Experience
Auxiliary Secretary, VFW Post #5948, 12/23, Present
References
Carina Morgan, Facility Manager and Senior Vice Commander of VFW Post #5948, (801) 200-4830
Languages
English
Awards
- Certificate of Appreciation for Outstanding Individual Work Performance - 1/15
- Dave Miller Exceptional Contributor 8/16
- Sierra Coastal PCC Most Valuable Professional 12/16
- 2nd highest leads sold in the FAR organization for FY16 11/16
- Certificate of Appreciation Award - 8/15
- Attended NPF 2019, met Postmaster General for recruiting attendees
Volunteer Experience
Auxiliary Secretary, VFW Post #5948, 12/23, Present
References
Carina Morgan, Facility Manager and Senior Vice Commander of VFW Post #5948, (801) 200-4830
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