Jon Scott
Ridley Park
Summary
Dynamic leader with a proven track record at the United States Postal Service, enhancing operational efficiency and customer satisfaction through expert CRM software management and strategic process improvements. Excelled in cross-functional collaboration and team development, significantly boosting profitability and compliance. Skilled in data analysis and conflict mediation, consistently achieving and surpassing performance targets.
Overview
17
17
years of professional experience
Work History
Customer Relations Coordinator/Specialist
United States Postal Service
Philadelphia
05.2023 - Current
- Acted as a primary liaison for business mailer accounts, expedited mail services, mail piece design, address policy concerns, claims, congressional inquiries, and executive leadership concerns, ensuring prompt support and resolution
- Proactively identified and resolved small to large-scale internal and external issues, troubleshooting and recommending customer service improvements to enhance compliance and efficiency
- Coordinated district-level implementation of programs and policies to maintain service consistency
- Led training sessions and audits to elevate staff performance in customer service, ensuring consistent, high-quality delivery and operational support
- Collaborated with cross-functional teams to implement process improvements, enhancing operational efficiency and boosting customer satisfaction
- Partnered with industry stakeholders to provide USPS insights on trends, products, and services for potential launches
- Designed strategic systems to streamline processes and meet target goals, using data-driven decision-making to improve operational efficiency
Regular Mail Carrier
United States Postal Service
Media
04.2014 - 05.2023
- Delegated daily in-field operations and trained new trainees in USPS delivery standards and policies
- Administered and planned training schedules for trainees, applying route inspection standards for compliance
- Developed time management skills to coordinate carrier duties and ensure route efficiency
- Reported daily route status to supervisors to adjust workloads as needed
Customer Support Specialist/Trainer
Lucky Vitamin
Conshohocken
04.2013 - 04.2014
- Developed custom issue resolutions that increased customer retention and satisfaction
- Managed CRM software for order processing, inventory management, and issue resolution
- Trained new employees in CRM software use and customer service techniques
- Coordinated with shipping partners to manage merchandise processing and invoicing
Assistant Manager
Qdoba
Springfield
03.2008 - 04.2013
- Oversaw daily restaurant operations, ensuring strict adherence to food preparation, safety, cleanliness, and quality control standards
- Maintained compliance with health, safety, and corporate policies, safeguarding the well-being of employees and customers
- Managed inventory control, optimized supply ordering processes, and maintained appropriate stock levels to support seamless operations
- Supervised both kitchen and front-of-house teams, enhancing efficiency and delivering a consistent, high-quality guest experience
- Recruited, trained, and mentored employees, fostering professional growth and improving team performance
- Led financial reporting and budget oversight, implementing strategies to drive profitability and control costs
- Achieved recognition as the youngest assistant manager in the district, demonstrating strong interpersonal, leadership, and communication skills
- Recruit, train, and develop employees
- Analyze financial performance, identify areas for improvement, and implement strategies to increase profitability
- Collaborate with franchise and national marketing teams to boost sales, including local promotions or geographical events
- Establish scheduling for staff to ensure proper coverage with weekly forecasting models
- Handled performance evaluations to increase expected store targets and employee growth
- Conducted in-depth financial analysis to identify performance gaps, streamline operations, and implement data-driven strategies that enhanced profitability
- Partnered with marketing teams to execute targeted campaigns, leveraging local promotions and community events to drive sales and elevate brand visibility
- Developed and maintained staffing schedules using weekly forecasting models, ensuring optimal coverage during peak and off-peak hours
- Directed performance evaluation processes, providing actionable feedback to support employee development, enhance productivity, and achieve store performance targets
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Manchester, NH06.2022
Skills
- Customer Relations Management
- Team Leadership and Development
- Process Improvement and Efficiency
- Profit and Loss Accountability
- Quality Control and Compliance
- Cross-functional Collaboration
- CRM Software Proficiency
- Strategic Planning and Forecasting
- CRM software
- Training development
- Process improvement
- Email communication
- Data analysis
- Issue resolution
- Operational efficiency
- Regulatory compliance
- Stakeholder engagement
- Team development
- CRM software expertise
- Client retention strategies
- Conflict mediation
- Brand representation
- Salesforce CRM
- MS office
Activities Service Recognition
- Volunteer Volleyball Coach – PA Special Olympics, Bryn Athyn Rotary Club
- Public Speaking Competition Finalist – Archdiocese of Philadelphia
Timeline
Customer Relations Coordinator/Specialist
United States Postal Service
05.2023 - Current
Regular Mail Carrier
United States Postal Service
04.2014 - 05.2023
Customer Support Specialist/Trainer
Lucky Vitamin
04.2013 - 04.2014
Assistant Manager
Qdoba
03.2008 - 04.2013
Bachelor of Science - Business Administration
Southern New Hampshire University
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