Summary

Overview

Work History

Education

Skills

Timeline

Hi, I’m

Wannetta Goodman

Pflugerville,TX

Summary

Friendly Postmaster with 34 years of experience managing daily postal operations. Directs and coordinates operation, management and support services. Develops detailed reports of all post office activities. Proven history of training, managing and evaluating performance for up to 350 employees.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

years of professional experience

Work History

United States Postal Service, USPS

Postmaster

06.2017 - 02.2022

Job overview

Managed daily operations of 42-employee post office.
Hired, trained and evaluated performance of 30 employees.
Assisted customers in determining proper postal service to align with individual needs.
Efficiently and kindly handled customer complaints and issues to increase satisfaction rates by 98%.
Developed and maintained detailed reports of all post office activities using DOIS, TACS, ERMS and various other software formats.
Used WEBBATS to manage rent collection and billing for 1200 post office boxes.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Worked flexible hours; night, weekend, and holiday shifts.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Maintained energy and enthusiasm in fast-paced environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Offered friendly and efficient service to customers, handled challenging situations with ease.

United States Postal Service, USPS

Customer Service Supervisor

10.2012 - 06.2017

Job overview

Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Coached employees through day-to-day work and complex problems.
Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Established and updated work schedules to account for changing staff levels and expected workloads.
Assisted with preparing information required for quotes and addressed potential service concerns.
Standardized office structures and processes to promote collaboration and increased performance.
Assessed personnel performance and implemented incentives and team-building events to boost morale.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.

United States Postal Service, USPS

Customer Service Manager

03.2010 - 10.2012

Job overview

Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Followed through with client requests to resolve problems.
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Completed special projects by using effective decision making, critical thinking and time management skills.
Developed documentation and logs of implemented solutions and generated and submitted reports.

United States Postal Service, USPS

Customer Service Supervisor

07.2007 - 03.2010

Job overview

Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Coached employees through day-to-day work and complex problems.
Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Established and updated work schedules to account for changing staff levels and expected workloads.
Assessed personnel performance and implemented incentives and team-building events to boost morale.

United States Postal Service, USPS

Customer Service Supervisor

03.2000 - 07.2007

Job overview

Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Coached employees through day-to-day work and complex problems.
Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Coached team members to deliver hospitable, professional service while adhering to set service models.
Established and updated work schedules to account for changing staff levels and expected workloads.
Assessed personnel performance and implemented incentives and team-building events to boost morale.

United States Postal Service, USPS

City Mail Carrier

05.1995 - 03.2000

Job overview

Used portable devices to maintain system records by scanning items delivered to homes and businesses.
Directly interacted with customers to deliver mail, packages and ordered goods.
Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
Greeted customers and answered questions regarding mail pick up times, postal regulations and delivery costs.
Communicated customer complaints, requests and feedback to company management for swift resolution.
Loaded and secured items in trucks to avoid damage to parcels during delivery.
Distributed mail on foot to residences and businesses, delivering to approximately 950 customers per shift.
Inspected truck equipment and supplies and reported problems and safety hazards to supervisors following each shift.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Worked flexible hours; night, weekend, and holiday shifts.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Maintained energy and enthusiasm in fast-paced environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Offered friendly and efficient service to customers, handled challenging situations with ease.

US Army

Army Soldier

02.1992 - 02.1995

Job overview

Secured and protected military property, assets and personnel.
Operated and maintained armored vehicles.
Implemented tactics, procedures, and techniques for defense systems.
Performed as fire team member during situational training exercises and infantry dismounted battle drills.
Supervised more than $1,000,000 in high-value equipment, maintaining zero loss record over 3 years.
Upheld code of conduct and maintained professionalism in stressful situations.
Coordinated with unit leadership and direct superiors for taskings and managed subordinates to execute.
Upheld Army dress and appearance regulations for professional appearance.
Attended required training sessions and seminars.

US Army Fort Bragg

Army Soldier

11.1986 - 02.1992

Job overview

Secured and protected military property, assets and personnel.
Operated and maintained armored vehicles.
Implemented tactics, procedures, and techniques for defense systems.
Performed as fire team member during situational training exercises and infantry dismounted battle drills.
Oversaw utilities manual records to perform stock control and accounting duties.
Upheld code of conduct and maintained professionalism in stressful situations.
Trained in conflict resolution among subordinates, equals and superiors.
Worked in dirty and uncomfortable conditions, sometimes in dangerous, deployed locations.
Served in on-call capacity for last-minute or late-night taskings from leadership.
Worked weekends and long hours in deployed locations to complete Military taskings.
Attended required training sessions and seminars.

US Army Fort Bragg

Army Soldier

10.1990 - 05.1991

Job overview

Secured and protected military property, assets and personnel.
Operated and maintained armored vehicles.
Implemented tactics, procedures, and techniques for defense systems.
Performed as fire team member during situational training exercises and infantry dismounted battle drills.
Carried out defensive and offensive data protection operations.
Supported troops completing air missions in training exercises and real-world engagements.
Trained in small arms, anti-armor and indirect fire weapons.
Oversaw utilities manual records to perform stock control and accounting duties.
Upheld code of conduct and maintained professionalism in stressful situations.
Trained in conflict resolution among subordinates, equals and superiors.
Worked in dirty and uncomfortable conditions, sometimes in dangerous, deployed locations.
Served in on-call capacity for last-minute or late-night taskings from leadership.
Attended required training sessions and seminars.
Maintained required level of proficiency in use of firearms.

Education

Bay View High School
Milwaukee, WI

High School Diploma

Skills

Stock Control
Corrective Actions
Maintaining Clean Work Areas
Workflow Processes
Creative Solutions
Records Management

Records Maintenance
Effective Prioritization
Post Office Operations
Employee Performance Evaluations
Customer Experience
Active Listening