Gail Bratcher
New Salisbury
Summary
Dynamic customer service supervisor with expertise in complaint resolution and quality control. Proven ability to enhance customer satisfaction through effective team leadership and adherence to policy compliance.
Overview
27
27
years of professional experience
Work History
Supervisor, Customer Service
United States Postal Service
Salem
09.2010 - 06.2024
- Managed escalated customer complaints, achieving resolution and enhancing customer satisfaction.
- Resolved customer complaints and clarified policies and procedures, strengthening customer trust.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Oversaw daily operations, ensuring compliance with USPS policies and procedures.
- Facilitated staff meetings to share best practices and address service challenges.
- Trained and instructed employees in job duties and company policies.
- Evaluated employee performance and motivated staff, fostering a culture of continuous improvement.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Uphold quality control policies and procedures to increase customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Supervisor, Distribution Operations
United States Postal Service
Louisville
01.2003 - 09.2010
- Oversaw daily distribution operations and ensured compliance with postal regulations.
- Managed staff schedules and coordinated workflow among team members.
- Monitored daily operations to ensure compliance with established policies and procedures.
- Monitored inventory levels and coordinated shipments to maintain stock availability.
- Coordinated with other departments to ensure timely delivery of goods to customers.
- Assigned tasks to workers based on their skill sets and monitored their performance levels.
- Trained employees on safety protocols and operational procedures.
Processing Clerk
United States Postal Service
Louisville
02.1997 - 01.2003
- Processed incoming and outgoing mail efficiently and accurately.
- Operated sorting machines to accurately categorize mail by size and destination, ensuring timely delivery.
- Conducted quality checks on sorted mail to ensure accuracy in delivery and reduce errors.
- Managed workflow to support processing team during busy periods, maintaining operational efficiency.
Education
Associate of Science - Computer Programming
Sullivan University
Louisville, KY12-1987
Skills
- Complaint resolution
- Regulatory compliance
- Quality assurance
- Staff training
- Schedule coordination
- Workflow coordination
- Strategic decision-making
- Client relations
- Conflict resolution
- Detail orientation
Timeline
Supervisor, Customer Service
United States Postal Service
09.2010 - 06.2024
Supervisor, Distribution Operations
United States Postal Service
01.2003 - 09.2010
Processing Clerk
United States Postal Service
02.1997 - 01.2003
Associate of Science - Computer Programming
Sullivan University