Tracy Wilcox
New Orleans,LA
Summary
Accomplished Customer Service Station Manager with a strong track record in labor relations and staff development. Expertise in conflict resolution, grievance mediation, and training program development, contributing to improved employee relations and operational success within diverse teams.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Manager
United States Postal Service
New Orleans, USA
01.2018 - Current
- Resolved customer inquiries and complaints effectively and promptly.
- Trained and mentored staff, improving customer interaction skills.
- Managed customer service operations, enhancing mail processing efficiency.
- Oversaw daily staffing schedules, optimizing service demand coverage.
- Developed training materials for new hires in customer service protocols.
- Maintained knowledge of postal regulations and procedures for accurate information delivery.
Customer Service Supervisor
United States Postal Service
New Orleans, USA
01.2016 - 01.2018
- Supervised daily operations of customer service team, enhancing service quality at postal facility.
- Managed scheduling and workflow, optimizing service delivery for customer satisfaction.
- Resolved customer inquiries and complaints effectively and professionally.
- Trained new staff on USPS policies and customer service protocols.
- Coordinated with management to implement process improvements, streamlining service operations.
Superintendent
United States Postal Service
New Orleans, USA
01.2012 - 01.2016
- Facilitated negotiations between management and union representatives, resulting in mutually beneficial labor agreements.
- Represented employers at mediation sessions with unions.
- Resolved employee grievances through mediation and conflict resolution strategies, fostering a more harmonious workplace environment.
- Collaborated with HR to develop and implement workplace policies that enhanced employee relations.
- Provided guidance on disciplinary actions in accordance with collective bargaining agreements.
- Conducted research on labor laws to ensure compliance within the organization.
City Carrier
United States Postal Service
New Orleans, USA
01.2005 - 01.2016
- Delivered mail and packages to residential and business addresses, ensuring prompt service and customer satisfaction.
- Operated postal vehicles safely while adhering to traffic regulations and company policies.
- Sorted incoming mail for timely distribution, enhancing delivery route efficiency.
- Maintained accurate records of deliveries and collections for accountability.
- Addressed customer inquiries and resolved service issues, fostering positive relationships and trust.
Education
High School Diploma -
John F. Kennedy Senior High School
New Orleans, LA06-1992
Skills
- Customer service management
- Dispute resolution
- Dispute resolution techniques
- Client relations
- Remote team leadership
- Staff training
- Process improvement
- Performance metrics
- Logistics coordination
Certification
- Reasonable Accommodations Fundamentals
- Bank Secrecy Act
- Privacy Act Compliance for Nonbargaining Employees
- Providing Communication Accommodations
- Freedom of Information Act
- USERRA: An Overview
- Delivering the New Employee Experience
- Rapid Response to Harassment Complaints
- Managing Employee Debts
- Political Activity and the Hatch Act
- Introduction to Medicare
- Introduction to Postal Service Health Benefits Program and Medicare
- No Fear Act
- Understanding the Uniformed Services Employment and Reemployment Rights Act
- Interviewer Training
- EEO Official Time
- Workplace Violence Awareness
Timeline
Customer Service Manager
United States Postal Service
01.2018 - Current
Customer Service Supervisor
United States Postal Service
01.2016 - 01.2018
Superintendent
United States Postal Service
01.2012 - 01.2016
City Carrier
United States Postal Service
01.2005 - 01.2016
High School Diploma -
John F. Kennedy Senior High School