Cassie Carrel
Lathrop
Summary
Professional Support Specialist with broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in troubleshooting, communication, and conflict resolution. Known for reliability, problem-solving, and customer-centric approach. Proven track record in enhancing operational efficiency through effective staff training and cross-functional collaboration. Adept at data analysis and performance evaluation, driving compliance and improving service delivery across diverse teams.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Maintenance Support Specialist
United States Post Service
09.2024 - Current
- Implementation and training nationwide for the national implementation of custodial programs to track and monitor compliance. I conducted training sessions for management and staff to ensure full understanding and compliance, to effectively apply the new procedures. This involved translating technical guidance into clear, actionable steps, and ensuring cross-location coordination to maintain consistency in implementation and reporting. I conducted virtual training sessions, tailoring my communication style to the audience.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
District IOP Specialist & Compliance Coordinator
United States Postal Service
01.2023 - 10.2024
- Managed daily operations to ensure timely mail processing and delivery to over 700 postal facilities serviced by 9 different processing facilities.
- Streamlined workflow processes, enhancing efficiency in package sorting and distribution.
- Trained new team members on operational procedures and safety protocols.
- Coordinated with cross-functional teams to resolve service issues promptly.
- Followed all company policies and procedures to deliver quality work.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Assisted in developing strategic plan that aligned with long-term company goals.
Postmaster
United States Postal Service
04.2016 - 01.2024
- Supervised daily operations, ensuring timely processing and delivery of mail and packages.
- Resolved customer inquiries and complaints, maintaining high satisfaction rates through effective communication.
- Analyzed operational data to identify trends, informing strategic decisions for performance improvement.
- Led team meetings to foster collaboration and share updates on policies and procedures changes.
- Managed all aspects of post office staffing, including hiring, training, scheduling, and performance management to ensure a high-performing team.
- Conducted periodic audits of financial records to maintain accuracy, transparency, and adherence to budgetary guidelines.
- Ensured compliance with USPS regulations by regularly reviewing policies and procedures, maintaining up-to-date knowledge on relevant changes.
- Collaborated with other postmasters in the region to share best practices, enhancing overall postal service quality.
- Facilitated effective communication between staff members by holding regular meetings and encouraging open dialogue on workplace issues or suggestions for improvement.
Sales Service Distribution Associate
Unites States Postal Service
03.2013 - 04.2016
- Processed customer transactions efficiently, ensuring accuracy and timely service.
- Assisted in inventory management, restocking shelves to maintain product availability.
- Resolved customer inquiries and complaints, enhancing overall satisfaction levels.
- Collaborated with team members to execute promotional displays and merchandising strategies.
- Monitored store cleanliness and organization, contributing to a welcoming shopping environment.
- Enhanced customer satisfaction by providing efficient and friendly service at the checkout.
- Achieved high levels of accuracy when managing inventory, resulting in minimal discrepancies and improved overall efficiency.
911 Dispatch Supervisor & Sheriff's Clerk
Clinton County Sheriff's Office
11.2007 - 03.2013
- Supervised daily operations of 911 dispatch center to ensure efficient emergency response.
- Trained and mentored dispatch staff on protocols and procedures, enhancing team performance.
- Implemented process improvements that increased call handling efficiency and reduced response times.
- Coordinated communication between first responders and agencies to streamline incident management.
- Developed training materials for new hires, fostering a culture of continuous learning within the team.
- Conducted performance evaluations to maintain high standards of service delivery among dispatch personnel.
- Collaborated with law enforcement agencies to enhance interdepartmental communication and operational effectiveness.
- Ensured accurate information dissemination by maintaining up-to-date knowledge of jurisdictional maps, policies, and procedures.
- Maintained high-quality records management system to support ongoing operations as well as after-action reporting requirements.
- Collaborated with other law enforcement agencies on joint task forces, increasing information sharing and case resolution efficiency.
- Prepared, processed, and transmitted various reports.
- Oversaw budget management for the department, ensuring responsible spending while meeting operational requirements.
Education
Graduate Certificate - Cosmetology
Vatterott College
MO07-2004
High School Diploma -
South Harrison High School
Bethany, MO05-2003
Skills
- Incident management
- Workflow optimization
- Customer service
- Staff training
- Compliance monitoring
- Cross-functional collaboration
- Process improvement
- Data analysis
- Operational efficiency
- Performance evaluation
- Communication skills
- Team leadership
- Project coordination
- Budget oversight
- Support services
- Training and coaching
- Data compiling
- Client communication
Accomplishments
- Supervised team of 700 post offices with over 10,000 staff members.
- Achieved a reduction of liability cost of $550,000 by identifying opportunity offices and driving the compliance of custodial work with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Lean Six Sigma trained in 2019
- Supervised team of 126 staff members as the Postmaster of Saint Joseph, MO.
- Achieved 90% compliance by introducing Eagle Clean software for custodial cleaning tasks.
- Collaborated with the transportation unit in Kansas City, MO in the restructure of the driver's schedules. Total reduction of $600,000 in unwarranted extra trips, and a reduction from 31 routes to 11 within just tour 3.
Certification
- Green BeltTrained - 2019
Languages
English
Full Professional
Timeline
Maintenance Support Specialist
United States Post Service
09.2024 - Current
District IOP Specialist & Compliance Coordinator
United States Postal Service
01.2023 - 10.2024
Postmaster
United States Postal Service
04.2016 - 01.2024
Sales Service Distribution Associate
Unites States Postal Service
03.2013 - 04.2016
911 Dispatch Supervisor & Sheriff's Clerk
Clinton County Sheriff's Office
11.2007 - 03.2013
Graduate Certificate - Cosmetology
Vatterott College
High School Diploma -
South Harrison High School