Teresa Redmon
Ottumwa
Summary
Take-charge professional delivering executive support and team building.
Customer-oriented with 20-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.
Overview
13
13
years of professional experience
Work History
Supervisor of Customer Service
United Postal Service
Fairfield
07.2022 - 08.2023
- Interpreted and explained work procedures and policies to brief staff.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Implemented programs designed to increase employee engagement within the team.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Guided employees in handling difficult or complex problems.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
Supervisor of Operations
United Postal Service
Des Moines
10.2012 - 07.2022
- Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events.
- Analyzed financial activities of department to share budgetary input with managers.
- Analyzed, compiled and presented statistical, financial, and production processing reports to senior leadership.
- Participated in industry-related events and conferences to stay abreast of the latest developments.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Guided employees in handling difficult or complex problems.
- Provided training and guidance to team members on operational procedures and best practices.
- Maintained accurate records for tracking progress and performance of team members.
- Researched and prepared reports required by management or governmental agencies.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Customer Service Cashier
Walmart Super Center
Des Moines
04.2010 - 10.2012
- Operated cash registers to process payments for goods and services.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Built and maintained productive relationships with employees.
- Processed credit card transactions accurately and efficiently.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Recommended, selected, located, and obtained products to meet customer needs.
- Processed customer payments quickly and returned exact change and receipts.
- Verified that all coupons were valid prior to processing them into the system.
- Followed established loss prevention procedures when dealing with suspicious customers or activities.
- Counted and balanced cashier drawers.
Education
Associate of Applied Science - Survival Equipment Technician
United States Navy
Chicago Heights, IL02-2001
GED -
Hysham High School
Hysham, MT06-1993
Skills
- Complaint Resolution
- Positive and Constructive Feedback
- Service Delivery Optimization
- Report Generation
- Team Building and Leadership
- Issue Resolution
- Decision-Making
- Workflow Management
- Policy Enforcement
- Performance Evaluation
- Time Management
- Continuous Improvement
- Handling Escalations
- Team Development
- Goal Attainment
- Research Ability
- Performance Management
- Training and Mentoring
- Customer Relationship Management (CRM)
- Customer Relations
- Workforce Management
- Customer Service
- QA
Timeline
Supervisor of Customer Service
United Postal Service
07.2022 - 08.2023
Supervisor of Operations
United Postal Service
10.2012 - 07.2022
Customer Service Cashier
Walmart Super Center
04.2010 - 10.2012
Associate of Applied Science - Survival Equipment Technician
United States Navy
GED -
Hysham High School