Micah Merry
Jeffersonville
Summary
Results-oriented supervisor with expertise in customer service and operational management. Demonstrated success in training staff, optimizing workflows, and improving customer satisfaction metrics.
Overview
30
30
years of professional experience
Work History
Supervisor Customer Service
USPS
Madison
06.2025 - Current
- Supervises city and/or rural delivery operations.
- Monitors clerks and carriers in the sorting and delivery of mail to ensure adherence to applicable service standards.
- Conducts mail counts, route inspections, and route evaluations.
- Supervises retail window services. Monitors bargaining unit employee interactions to ensure a positive customer experience.
- Interacts with customers to provide services and respond to inquiries. Monitors retail stock, equipment, and supplies to maintain established thresholds, working with lead clerks, and ensuring adherence to applicable Postal policies and procedures.
- Coordinates work operations across multiple functional areas, including retail, delivery, logistics and mail processing. Maintains constant communications and builds relationships with diverse groups to coordinate work and foster a positive work environment. Supervises bargaining unit employees and assigns work to maximize operational efficiency.
- Provides training and monitors performance.
- Ensures overtime usage adheres to applicable local and national contractual agreements and Postal policy.
- Conducts daily team meetings and stand-up talks with employees. Investigates grievances and responds to inquiries from union representatives.
- Manages employee attendance and reinforces attendance control policies, to ensure accurate timekeeping and adherence to Postal policies and procedures.
- Uses delivery reports to identify and resolve deficiencies, such as mail condition reports, scanning integrity, and delivery compliance.
- Provides regular status reports to leadership.
- Monitors employees and the workplace to ensure safe and efficient work practices.
- Identifies safety and health hazards and takes action to resolve issues in a timely manner. Enforces zero tolerance policy for workplace violence and ensures threat assessment procedures are in place.
Postmaster
USPS
Salem
03.2015 - 06.2025
- Manages carriers and clerks directly or through subordinate supervisors and/or Postmaster Reliefs (PMR) in mail distribution, delivery, collection, and window service activities.
- Manages the implementation and administration of approved programs as they apply to the local and subordinate reporting offices; operates within established rules, laws, and procedures.
- Prepares, submits, and administers a moderate-size operating Budget for the local and subordinate reporting offices.
- Trains new employees to ensure quality service.
- Manages the implementation and administration of proper safeguards for the welfare of the customers and employees, ensuring quality service, and the security of the mails.
- Supervises office clerical operations to provide records, files, and reports as required for the local and subordinate reporting offices.
- Selects locations for contract stations and administers the contracts.
- Has regular contact with postal customers.
- Exercises normal protective care of a moderate-size stock of accountable paper, a small building, building and office equipment, supplies, and vehicles for the local and subordinate reporting offices.
- Exercises a normal regard for the safety of self and others, with particular emphasis on ensuring employee compliance with established safety policy and procedures; administers the safety program for the local and subordinate reporting offices.
Supervisor Customer Service
USPS
Jeffersonville
03.2010 - 03.2015
- Supervises city and/or rural delivery operations. Monitors clerks and carriers in the sorting and delivery of mail to ensure adherence to applicable service standards.
- Conducts mail counts, route inspections, and route evaluations. Supervises retail window services.
- Monitors bargaining unit employee interactions to ensure a positive customer experience.
- Interacts with customers to provide services and respond to inquiries.
- Monitors retail stock, equipment and supplies to maintain established thresholds, working with lead clerks and ensuring adherence to applicable Postal policies and procedures.
- Coordinates work operations across multiple functional areas, including retail, delivery, logistics, and mail processing.
- Maintains constant communication and builds relationships with diverse groups to coordinate work and foster a positive work environment.
- Supervises bargaining unit employees, and assigns work to maximize operational efficiency.
- Provides training and monitors performance.
- Ensures overtime usage adheres to applicable local and national contractual agreements and Postal policy.
- Conducts daily team meetings and stand-up talks with employees. Investigates grievances and responds to inquiries from union representatives.
- Manages employee attendance and reinforces attendance control policies to ensure accurate timekeeping and adherence to Postal policies and procedures.
- Uses delivery reports to identify and resolve deficiencies, such as mail condition reports, scanning integrity, and delivery compliance.
- Provides regular status reports to leadership.
- Monitors employees and the workplace to ensure safe and efficient work practices.
- Identifies safety and health hazards and takes action to resolve issues in a timely manner.
- Enforces zero tolerance policy for workplace violence and ensures threat assessment procedures are in place.
City Carrier
USPS
Salem
09.2001 - 03.2010
- Sort, lift and push moderate to heavy loads of mail and packages to prepare for delivery
- Deliver mail along your assigned route
- Pick up or collect mail from customers
- Collect postage due for charge on delivery or other services
- Work indoors and outdoors in all weather: rain, snow, cold and heat
City Carrier/Clerk
USPS
Crothersville
09.1995 - 09.2001
- Greet and interact with customers, offer assistance with products, sales and promotions, and provide a good customer experience
- Handle and process customer purchases and returns of products and services
- Perform passport duties
- Maintain appearance of retail lobby by setting up and arranging displays that are presentable to customers
- Prolonged standing while interacting with customers
- Sort, lift and push moderate to heavy loads of mail and packages to prepare for delivery
- Deliver mail along your assigned route
- Pick up or collect mail from customers
- Collect postage due for charge on delivery or other services
- Work indoors and outdoors in all weather: rain, snow, cold and heat
Education
High School Diploma -
Scottsburg High School
Scottsburg, IN05-1993
Skills
- Mail processing
- Route evaluation
- Service standards adherence
- Performance monitoring
- Safety compliance
- Customer relationship management
- Employee training
- Operational efficiency
- Problem solving
- Effective communication
- Conflict resolution
- Leadership skills
- Time management
- Staff development
- Customer service
- Schedule development
- Staff management
- Staff education
- Employee development
- Training and mentoring
- Verbal and written communication
- Performance management
- Processes and procedures
- Policy enforcement
- Goal oriented
- Documentation and reporting
- Decision-making
- Expectation setting
- Negotiation
- Staff discipline
- Negotiation and conflict resolution
- Performance evaluation
- Hiring and training
- Budget management
References
References available upon request.
Timeline
Supervisor Customer Service
USPS
06.2025 - Current
Postmaster
USPS
03.2015 - 06.2025
Supervisor Customer Service
USPS
03.2010 - 03.2015
City Carrier
USPS
09.2001 - 03.2010
City Carrier/Clerk
USPS
09.1995 - 09.2001
High School Diploma -
Scottsburg High School