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Work Background
United States Postal ServiceLead Supervisor
Jan. 2019Execute operational policies to streamline and improve poor metric performing activities and systems, leading to enhanced efficiency and consistency. Provide customer service by professionally responding to inquiries and resolving issues. Prepare weekly recommendations for improvements, offering technical guidance. Distribute detailed reports to management in order to communicate and share key findings, trends, updates, and findings, thereby facilitating well-informed decisions. Highlights ◊ Achieve high customer satisfaction ratings and positive experiences/feedback. ◊ Manage agency projects, including IT based mail delivery systems, supply chain delivery modules, and local HR systems to assure executions and timely completions. ◊ Collaborate with cross-functional teams of up to 5 members to assure accurate and timely data entry into company databases. ◊ Guide team of 5 members to ensure effective workload management as well as maintain optimum staff performance. ◊ Analyze IT systems, supply management systems, and current point-of-sale systems for senior management, identifying and addressing areas of concern while providing actionable suggestions.
T&M NetworkingOperations Manager
Jan. 2017 - Dec. 2019Prepared and shared weekly IT analysis/CRM briefs to maintain seamless information flow. Managed the customer intake while ensuring delivery of quality service to attain customer satisfaction and retention as well as maximize referral business. Highlights ◊ Led server programs and projects as Technical Advisor in challenging environments. ◊ Introduced efficient IT help desk procedures, reducing response time to 30 minutes. ◊ Oversaw transition from phone-based intake operations to computer-based intake processing by utilizing expertise in Oracle NetSuite. ◊ Executed frequent QA of IT Technicians’ work to facilitate adherence to SLA, maintain quality of work above the industry standards, and provide feedback for performance improvements.
Family MembersCaretaker
Feb. 2014 - Sep. 2017Scottsdale, Arizona, United StatesSupported parents through serious illness by providing at-home care to assure well-being along with grieving the loss of newborn son.
National Park ServiceGuide
Jan. 2009 - Feb. 2014Hot Springs, Arkansas, United StatesBuilt and sustained partnerships through agreements with agencies and non-profits. Conducted inventories, collected data, and monitored site resources for improvements. Prioritized tasks, assigned duties, oversaw workforce, and tracked budgets to achieve goals. Highlights ◊ Served as subject-matter expert for Search and Rescue and EMS calls. ◊ Produced educational materials including posters, and articles for awareness. ◊ Managed team/group of up to two seasonal GS – 5 General Park Rangers, volunteers, and service organizations at the visitor center.
United States ArmyInfantry Soldier
Feb. 1995 - Jul. 2002Ft.Lewis, WA
United States Postal ServicePostal Clerk
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