Summary
Overview
Work History
Skills
Affiliations
Accomplishments
Certification
Timeline
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Zobia Mahmood

Glen Allen,VA

Summary

Experienced Supervisor with years of experience in the United States Postal Service. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits. Outgoing employee with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Supervisor of Customer Service

United States Postal Service
North Chesterfield, VA
04.2018 - 02.2022
  • 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.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Resolved account issues to build rapport and relationships with clients.
  • Time and Attendance officer for 78 employees.
  • Established and updated work schedules to account for changing staff levels and expected workloads
  • Mentored office employees on proper administrative procedures and how to use programs such , TACS keeping operations consistent and efficient for maximum performance

Supervisor Of Distribution Operations

United States Postal Service
Sandston, VA
08.2016 - 04.2018
  • Prepare relevant SRM documents in conformance with Safety Management System (SMS) order
  • Perform various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping
  • Negotiate agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
  • Manage quality assurance program including on site evaluations, internal audits and customer surveys
  • Devote special emphasis to punctuality and work to maintain outstanding attendance record, consistently arriving to work ready to start immediately. Time and Attendance control administrator, with 100% accuracy bi-weekly for all employees
  • Adjust job assignments and schedules of 78 employees to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
  • Maintain compliance with company policies, objectives and communication goals
  • Handle customer complaints, resolve issues and adjust policies to meet changing needs
  • Organized financial reporting, scheduling and inventory systems to enhance productivity.

Mail Processor

United States Postal Service
Sandston, VA
02.2016 - 08.2016
  • Used automated mail processing equipment to sort and collate mail
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Processed and distributed mail in automation
  • Ensured mail was routed to its destination to meet dispatch times daily

Lead Sales And Service Associate

United States Postal Service
Richmond, VA
05.2006 - 02.2016
  • Served as a Passport Acceptance Agent under the authority empowered by the Secretary of State to accept and execute passport applications for adjudication
  • Received, examined and reviewed passport applications for adjudication
  • Ensured applicants presented proper identification and a photo that identified the applicant
  • Administered the oath to the applicant and witnessed the signature of the applicant on DS-11's
  • Reviewed applications for compliance, completeness, affirmation of truthfulness, presence of required entries, signatures and photographs
  • Reviewed visa applications received by customer walk-in or by mail from customers worldwide supporting DTRA's missions
  • Constructed, catalogued and maintained an automated transaction file for each passport and/or visa application by use of an automated database
  • Checked incoming passports from DOS, military installations and directly from individuals for completeness and accuracy
  • Acted as liaison between the Services, personnel centers, installations, DOS and foreign embassies in the processing of passport and visa applications
  • Conferred with customers about concerns with products or services to resolve problems and drive sales
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Helped reduce team service loads by teaching customers strategies for completing transactions in-store or through web portals
  • Provided accurate answers and solutions to customer concerns, inquiries and complaints
  • Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs
  • Boosted customer loyalty and improved implementation of solutions by personalizing interactions
  • Scheduled employee assignments
  • Cashed and issued domestic and foreign postal money orders
  • Rented post office boxes
  • Managed employees to ensure optimal productivity and inventory control
  • Kept up-to-date on store, shelf and order availability of products
  • Addressed customer complaints and requests by resolution or escalation
  • Accurately recorded discrepancies of damaged parcels
  • Completed physical inventory counts
  • Strategized, introduced and updated purchasing procedures and objectives to adapt to shifting customer demand
  • Administered inventory network, controlled stockroom procedures and supervised administration exercises
  • Supervised and trained new staff in performing retail and distribution functions
  • Completed scheduled inventory counts and supply audits to track shrinkage and inform purchasing decisions
  • Reviewed inventory to eliminate expenses and ensure optimal stock at all times
  • Codified office structures and processes to promote teamwork and performance
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
  • Interpreted management directives to define and document administrative staff processes

Skills

  • Understanding of office operations
  • Accounting operations professional
  • Post office operations
  • Business operations proficiency
  • Administrative office operations
  • Point of sale system operations
  • Office equipment operations
  • Microsoft PowerPoint, Excel and Word
  • Mastery of customer service
  • Software system skills
  • Budget execution functions
  • Daily Timekeeping

Affiliations

  • Board Member, Richmond Heat Track and Field
  • Member, A-Plus
  • President, Willing Workers
  • Customer Service Representative, Consumer Advisory Committee

Accomplishments

  • Lead Sales Associate of team that received 100% Retail Customer Service Award 2012-2015

Certification

  • Yellow Belt Certified
  • Structured On The Job Training Certified

Timeline

Supervisor of Customer Service

United States Postal Service
04.2018 - 02.2022

Supervisor Of Distribution Operations

United States Postal Service
08.2016 - 04.2018

Mail Processor

United States Postal Service
02.2016 - 08.2016

Lead Sales And Service Associate

United States Postal Service
05.2006 - 02.2016

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Zobia Mahmood