Benjamin Williams
Pittsburgh
Summary
Dynamic customer service supervisor with a proven track record at the United States Post Office, excelling in employee training, performance evaluation, and conflict resolution. Known for enhancing customer satisfaction ratings through effective communication and problem-solving strategies. Competencies include team building and optimizing workflows to achieve organizational success. Committed to fostering strong relationships that drive continuous improvement.
Overview
24
24
years of professional experience
Work History
Supervisor of Customer Service
United States Post Office
Pittsburgh
12.2022 - Current
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Guided employees in handling difficult or complex problems.
- Evaluated employee job performance and motivated staff to improve productivity.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Resolved customer complaints or answered customers' questions.
- Delegated work to staff, setting priorities and goals.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Umpire
Pittsburgh Sports League
Pittsburgh
04.2008 - Current
- Assisted coaches in the interpretation of rules and regulations.
- Communicated with team managers regarding any changes or updates in rules or regulations.
- Instructed players on proper techniques and strategies related to sportsmanship.
- Officiated sporting events, games or competitions and enforced game rules.
- Called balls, strikes, outs, and other plays as necessary during games.
- Collaborated with other umpires during tournaments to ensure accuracy of calls.
- Explained rules, regulations and league guidelines to players and coaches.
- Resolved disputes between teams and players in an impartial manner.
- Compiled scores and other athletic records to maintain proper documentation.
- Navigated difficult situations with direct communication and explanation of game rules.
- Monitored game play to ensure fair and safe competition.
- Assisted new referees with training and learning specific game rules and regulations.
Letter Carrier
United States Post Office
Pittsburgh
01.2001 - 12.2022
- Adhered strictly to all federal laws governing the handling of confidential documents.
- Identified incorrect or incomplete address information on packages prior to delivering them.
- Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
- Inspected delivery vehicle prior to shift, immediately reporting problems and safety hazards to supervisors.
- Sorted mail for delivery, arranging mail in delivery sequence.
- Observed road rules, weather, and road conditions and other factors to maintain safe driving record.
- Delivered mail to residences and business establishments determined by specific route with on-time delivery of mail.
- Recorded address changes to redirect mail for residences or businesses.
- Provided change-of-address cards and other postal forms upon customer request.
- Collected outgoing mail from homes and businesses to deliver to post office for processing.
- Handled undeliverable mail in accordance with established procedures.
- Delivered mail to residents and business within assigned area.
- Reported suspicious activities observed while on duty to supervisors immediately.
- Delivered various types of mail on routes according to strict timelines.
- Provided assistance to customers by answering questions related to postal services, rates, and regulations.
- Assisted customers by lifting heavy packages and placing parcels by front door or garage.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Education
High School Diploma -
Bishop Canevin
Pittsburgh, PA05-1996
Skills
- Employee training
- Customer service
- Performance evaluation
- Conflict resolution
- Staff supervision
- Team building
- Problem solving
- Communication skills
- Relationship building
- Performance evaluations
- Workflow coordination
- Task delegation
- Customer relations
- Verbal and written communication
- MS office
Affiliations
- Coaching West View ROss 12-u fast pitch softball team
- Member of the Ross township Athletic Advisory board
References
References available upon request.
Timeline
Supervisor of Customer Service
United States Post Office
12.2022 - Current
Umpire
Pittsburgh Sports League
04.2008 - Current
Letter Carrier
United States Post Office
01.2001 - 12.2022
High School Diploma -
Bishop Canevin
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