Regina Russell
Oak Park
Summary
Customer Service Representative with over a decade of expertise in enhancing client satisfaction through strategic process improvements and effective communication. Demonstrates a collaborative approach in leading teams and optimizing supply chain operations, ensuring seamless service delivery and continuous improvement. Committed to leveraging critical thinking and problem-solving skills to drive innovative solutions and foster customer engagement and retention.
Professional mail operations specialist with strong background in organizing, sorting, and delivering mail efficiently. Proven ability to adapt to changing workflows and collaborate effectively with team members. Skilled in customer service, time management, and maintaining accurate records. Reliable and results-driven, consistently meeting deadlines and exceeding expectations.
Overview
12
12
years of professional experience
Work History
Clerk
United States Post Office
05.2024 - Current
- Processed incoming and outgoing mail efficiently, ensuring timely delivery and accurate distribution.
- Maintained organized filing systems for correspondence and documentation, enhancing retrieval efficiency.
- Operated postal machines and equipment, performing routine maintenance to ensure optimal functionality.
- Collaborated with team members to streamline mail sorting procedures, improving workflow consistency.
- Trained new staff on best practices for mail handling and operational protocols, fostering a knowledgeable team environment.
- Analyzed existing processes, implementing changes that enhanced overall efficiency in mail processing tasks.
- Safeguarded sensitive information through proper handling of confidential correspondence according to company policies.
- Reduced delivery errors by diligently sorting and categorizing mail according to recipient names, departments, and zip codes.
- Contributed to a positive work environment through maintaining a clean, organized, and safety-compliant mailroom facility.
Night Auditor
Night Auditor, MainStay Suites
11.2022 - 08.2024
- Audited daily transactions, ensured credit card reconciliation, and prepared revenue reports.
- Balanced accounts nightly, maintained systematic files, and ensured smooth operations.
- Greeted and assisted guests efficiently, and provided timely information on services.
- Utilized front office system for accurate report generation, and supported team collaboration.
- Engaged with guests to provide personalized service, contributing to a friendly atmosphere and reinforcing the hotel's commitment to excellence.
Medical Transportation Dispatcher
Medical Transportation Dispatcher, MNX a UPS Company / Marken a UPS Company
06.2023 - 05.2024
- Optimized route planning by collaborating with surgical case coordinators, effectively managing multiple routes while significantly reducing overall mileage, overtime, and operational costs.
- Guaranteed on-time delivery of all cases to the appropriate facilities, demonstrating a strong commitment to reliability and efficiency.
- Developed and implemented strategic initiatives to maximize driver capacity, due to peak times, demand fluctuations, and operational priorities. Fostered seamless collaboration with Inbound and Outbound teams to provide essential support and enhanced overall efficiency.
- Expertly navigated each shift utilizing Teams, Connect, Net Agent, VPN, Front, Ring Central, and Excel to streamline operations and facilitate communication.
- Skillfully dispatched biological specimens to regional labs across the Chicagoland area for Marken, ensuring precise and timely delivery.
- Managed the secure and accurate delivery of clinical drug substances, products, and ancillary supplies to clinics and laboratories, maintaining the highest standards of care.
- Ensured the proper storage of sample kits and clinical drugs at specified temperatures, safeguarding the integrity of critical materials and inventory to its correct location.
- Route efficiency planning – communicated with all surgical case coordinators to efficiently manage multiple routes while reducing overall mileage, overtime, and costs.
Medical Delivery Courier
Medical Delivery Courier, Depuy Synthes
06.2020 - 06.2023
- Delivered and picked up surgical instruments and Implants for Orthopedic Surgery cases.
- Verified delivery information, including the delivery address, the patient's name, and the type of case.
- Managed shift start and end times, coordinated deliveries and pickups, and navigated to each surgical center or hospital using Net Agent.
- Maintained a clean and organized sprinter van to remain in compliance with health and safety standards.
- Kept detailed logs of pickup and delivery activities to record daily tasks.
- Navigated to each surgical center or hospital via Net Agent.
Customer Service Supervisor
Customer Service Supervisor, FTD
04.2014 - 08.2020
- Resolved complex customer issues, reinforcing loyalty and commitment to the brand.
- Conducted thorough evaluations of team performance, promoting continuous growth through actionable feedback.
- Analyzed data trends to refine service delivery, directly boosting retention and satisfaction levels.
- Launched initiatives that resulted in tangible improvements in customer satisfaction metrics.
Education
High School Diploma -
Austin Career Education Center
Chicago, IL03-2000
Medical Assistant -
Illinois School of Health Careers
Chicago, IL12-2003
Skills
- Team Leadership
- Time Management
- Customer Engagement
- Process Improvement
- Critical Thinking
- Customer Retention
- Dispatch Management
- Supply Chain Operations
- Quality Assurance
- Problem Solving
- Customer satisfaction
- Telephone etiquette
- Administrative support
Timeline
Clerk
United States Post Office
05.2024 - Current
Medical Transportation Dispatcher
Medical Transportation Dispatcher, MNX a UPS Company / Marken a UPS Company
06.2023 - 05.2024
Night Auditor
Night Auditor, MainStay Suites
11.2022 - 08.2024
Medical Delivery Courier
Medical Delivery Courier, Depuy Synthes
06.2020 - 06.2023
Customer Service Supervisor
Customer Service Supervisor, FTD
04.2014 - 08.2020
High School Diploma -
Austin Career Education Center
Medical Assistant -
Illinois School of Health Careers