THOMAS YOUNG
Williamstown,NJ
Summary
Dynamic customer service manager with a proven track record at USPS, enhancing operational efficiency and elevating satisfaction rates. Skilled in team management and quality assurance, I implemented process improvements that significantly reduced complaint response times. Adept at fostering relationships and mentoring staff, I drive excellence in service delivery and team performance.
Experienced with team management and customer interaction. Utilizes effective communication and problem-solving skills to enhance service quality. Track record of driving team collaboration and adapting to changing customer requirements.
Professional in customer service leadership with strong record of delivering impactful results. Skilled in team collaboration, conflict resolution, and driving customer satisfaction. Known for adaptability and reliability, ensuring seamless operations even in dynamic environments. Valued for strong communication, problem-solving abilities, and solution-focused mindset.
Overview
48
48
years of professional experience
Work History
Manager of Customer Service
USPS, United States Postal Service
08.1997 - 08.2025
- Led customer service team to enhance operational efficiency and improve service delivery standards.
- Developed training programs for new staff to ensure consistency in service quality and procedures.
- Implemented process improvements that reduced customer complaint response time and increased satisfaction rates.
- Analyzed customer feedback to identify trends and recommend actionable changes for service enhancement.
- Established performance metrics to monitor team productivity and drive continuous improvement initiatives.
- Mentored junior staff, fostering a culture of excellence in customer care and professional development.
- Collaborated with management on strategic planning initiatives to align customer service goals with organizational objectives.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Promoted a positive work environment that encouraged open communication between team members, leading to higher levels of employee engagement.
- Effectively managed a high-volume workload, consistently meeting or exceeding performance targets while maintaining quality standards.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Associate
Berin Crysler Plymouth
02.1997 - 08.1997
- Developed strong relationships with clients to enhance customer loyalty.
- Collaborated with management and other team members to achieve monthly sales goals consistently.
- Conducted comprehensive vehicle demonstrations, highlighting key features that appealed to prospective buyers.
- Organized test drives for interested buyers, showcasing vehicle performance capabilities while adhering to safety standards.
- Answered telephone and email inquiries from potential customers.
- Responded to customer enquiries via telephone and email.
- Greeted customers on lot and in showroom to answer questions about brand and available inventory.
- Met customers on lot and in showroom to discuss available vehicles and options.
- Engaged in friendly conversation with customer to better uncover individual needs.
Department Leading Chief Petty Officer
US Navy
03.1977 - 03.1997
- Directed operational readiness and training programs for personnel across multiple divisions.
- Implemented strategic initiatives to enhance team performance and mission effectiveness.
- Oversaw daily operations, ensuring compliance with safety regulations and policies.
- Mentored junior officers, fostering professional development and leadership skills.
- Leveraged technical expertise to troubleshoot complex equipment issues, minimizing downtime during operations.
- Improved leadership skills by conducting training sessions and mentoring junior personnel.
- Upheld code of conduct and maintained professionalism in stressful situations.
- Maintained required level of proficiency in use of firearms.
- Worked in dirty and uncomfortable conditions, sometimes in dangerous, deployed locations.
- Trained in conflict resolution among subordinates, equals and superiors.
- Upheld US NAVY dress and appearance regulations for professional appearance.
- Served in on-call capacity for last-minute or late-night taskings from leadership.
- Responded to and assisted in medical emergencies.
- Rated job performance for MUTLIPLE subordinates providing timely and effective feedback.
- Gave individual evaluations based on fitness and combat readiness.
- Worked weekends and long hours in deployed locations to complete ALL TYPES OF SHIPBARD REPAIR taskings.
- Implemented quality assurance measures to maintain high standards of work output across the department.
- Provided guidance on career development opportunities for subordinates, contributing to their professional advancement.+
- Developed contingency plans, increasing preparedness for emergency response situations.
Education
High School Diploma -
LEHIGHTON AREAMHIGH SCHOOL
Lehighton, PASkills
- Customer service excellence
- Cash handling
- Customer relations
- Team management
- Quality assurance
- Telephone etiquette
- Sales support
- Order management
- Sales
- Administrative support
- Sales expertise
- Report preparation
- Report generation
- Inbound call answering
- Teamwork
- Teamwork and collaboration
- Customer service
- Time management
- Multitasking Abilities
Timeline
Manager of Customer Service
USPS, United States Postal Service
08.1997 - 08.2025
Sales Associate
Berin Crysler Plymouth
02.1997 - 08.1997
Department Leading Chief Petty Officer
US Navy
03.1977 - 03.1997
High School Diploma -
LEHIGHTON AREAMHIGH SCHOOL