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Work Background
EmploybridgeMail Operations Manager
Nov. 2020 - Oct. 2024Plano, Texas, United States• Customer-Focused Operations: Led a team to provide seamless, customer-first mailroom operations by prioritizing responsiveness and efficient resolution of requests, resulting in consistently meeting monthly KPI standards.
• Team Leadership & Development: Successfully recruited, trained, and managed a team of 20 mailroom staff, implementing cross-training programs to increase flexibility and ensuring consistent service quality.
• Operational Streamlining: Developed and implemented a set of best practices that standardized and streamlined mail handling procedures across various departments, enhancing turnaround time by 25% and reducing errors by 30%.
• Key Contact Engagement: Maintained open lines of communication with key corporate contacts, ensuring alignment with evolving needs and enhancing customer relationships to support smooth operation.
• Process Improvements: Initiated processes for internal and external mail, enhancing tracking accuracy, security, and reducing lost items by 95%
Ricoh Americas CorporationService Delivery Specialist
Mar. 2013 - Apr. 2020Dallas/Fort Worth Area• Created customer-focused environment
• Stayed actively involved with customer presentations and validation
• Interfaced effectively with key customer contacts, answering questions and delivering exceptional service
• Communicated and worked directly with Customer's IT department including senior IT leaders
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals
• Monitored and managed over 1200 print devices at multiple customer locations and other services as contracted
• Resolved end-user requests and complaints via email and phone. • Documented equipment transfers and moves for accurate record keeping
• Performed routine inspection and preventative care on assigned equipment and communicated defects and needed repairs to company Field Service Manager
IKON Document ServicesMailroom Supervisor
May. 1995 - Mar. 2012Dallas/Fort Worth Area• Maintained customer postage and business reply mail accounts, administer customer, accounts, liaison between customer and third-party vendors and maintain mail and copy supply inventory for account.
• Helped to coordinate mail and copy projects.
• Provided monthly postage and copy reports to customer.
• Oversaw employee attendance record, handled monthly billing, ordered mail and print supplies
• Administered employee development plans and annual reviews.
• Monitored, coached and supervised team of six employees
• Held weekly meetings with customer to discuss mail and copy operational progress and issues.
• Handled over 1 million pieces of mail annually
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