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WMarvaWilliamsPHONE NUMBER AVAILABLEmarvawilliamsStreet Address @gmail.comDolton ILSUMMARYHighly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. SKILLSCompliance standardsReport generationReport writingExperience in leadershipComputer skillsCommunicationProblem resolutionActive listeningGoal-orientedGood work ethicRelationship buildingPlanning & organizingTroubleshootingMultitaskingTrainingWorkforce ManagementTraining & developmentEXPERIENCEAuditor-GS9 $78,000 YearlyCarol Stream, ILOffice of Internal General/ Jun 2022 to CurrentComposed clear and concise audit findings to deliver comprehensive audit reports. Maintained confidentiality of company information obtained in audit assignments. Identified risks and opportunities with management to improve business processes. Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review. Customer Service Supervisor-GS17/ $78,000 YearlyLansing, ILUnited States Post Office/ Apr 2022 to Jun 2022Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment. Maintained knowledge of company products and services to promptly resolve complaints and concerns.Assisted staff with resolving complex customer issues and implementing targeted solutions.Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.Assessed team member performances by delivering one-on-one coaching to promote better service.Set clear expectations and helped employees pursue optimal paths for achieving each target.Evaluated employee job performance and motivated staff to improve productivity. Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. Customer Service SupervisorNorth Riverside, ILUnited States Post Office/ Aug 2016 to Jun 2022Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment. Answered phone calls and responded to questions and concerns. Maintained knowledge of company products and services to promptly resolve complaints and concerns.Assisted staff with resolving complex customer issues and implementing targeted solutions.Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.Assessed team member performances by delivering one-on-one coaching to promote better service.Interviewed, hired and trained staff to meet company objectives. Set clear expectations and helped employees pursue optimal paths for achieving each target.Evaluated and authenticated returns, exchanges and voids. Monitored phone calls to provide feedback and coaching. Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.Drove positive customer satisfaction levels by providing successful training to associates.Mail CarrierCarol Stream, ILUnited States Post Office/ Oct 2007 to Aug 2016Observed road rules, weather and road conditions and other factors to maintain safe driving record.Handled undeliverable mail in accordance with established procedures. Delivered mail along prescribed route and retrieved additional mail from relay boxes. Routed all classes of mail in sequence of delivery along established route. Furnished customers with postal information and provided change of address information and other related postal forms.Obtained receipts for registered and certain insured mail. Delivered mail to residents and business within assigned area. Delivered various types of mail on routes according to strict timelines. Cleaned and checked over vehicle after completion of daily deliveries. EDUCATION AND TRAININGBachelor of Science: Paralegal StudiesRoosevelt University May 2007Chicago, ILAssociate of Arts: Paralegal StudiesNorthwestern Business College Jun 2003Chicago, IL