Linda Houghtaling

As Senior Manager of Operations, I provide leadership and oversight of the following operational departments: Automated Fulfillment Equipment System (AFES), Manufacturing, Vault, Cancellations Services, Maintenance, SFS Postal Retail Unit (PRU), and Dulles PRU. In FY 24, I ensured the processing of 4M customer orders, generating $772M in revenue, and processing 393K PRU orders valuing $3.3B. This includes product preparation, preventative maintenance, inventory availability, and security.

I am the SFS lead for the AFES Modernization project, and the effort to transition the fulfillment of Stamps to Go orders to SFS from a contractor. I have the responsibility of procuring all capital equipment, and monitoring the budget. I monitor Labor Relations activities and provide guidance.

Managed customer service and order entry activities in support of SFS, including USA Philatelic mail orders, phone orders, and USPS.com customer orders, as well as customer service activities. I coordinated the successful transition from a contracted call center to the USPS call center. This required the preparation of training documentation and on-site training for customer service representatives, supervisors, and managers of the USPS call center.

Managed the ordering, receiving, storage, and disbursement of all SFS and Headquarters stamps and products. Responsibilities include determining yearly stamp quantities required for SFS, providing item numbers, source codes, recommending when items should be removed from sale, and coordinating the delivery of products. Responsible for accurately maintaining an inventory totaling over $450 million. Communicate with Headquarters regarding products to be placed or removed from the U.S. Postal Service website. I discuss the selection and preparation of philatelic products for special events with Stamp Distribution Offices and the Event Coordinator, ensuring the timely shipment of products to the event. In addition, I am the Management Step 2 designee at SFS.

Communicates with Stamp Fulfillment Services, Headquarters personnel, and First Day Cover (FDC) collectors regarding First Day of Issue cancellation information. Supervise all duties relating to the cancellation of First Day of Issue cancellations, stamp affixing of FDOI covers, and subscription programs. Another important role is to oversee the processing of customer stamp orders and subscription orders. Responsible for forecasting FDC quantities to manufacture, based on sales of similar issues, in an effort to minimize the overproduction of FDCs. Identifies problems in product quality, and recommends solutions and future improvements. Monitors operational performance data, resolves routine problems, reports unusual operational problems, and recommends solutions.

Determine quantities of stamps to overwrap to support order fulfillment on the Automated Fulfillment Equipment System (AFES), based on a 30-day inventory. Make operational recommendations in an effort to increase order fulfillment efficiencies, and reduce supply costs. Supervise employees on a variety of overwrapping machines and stamp bursting, which is the tearing of stamps and coils in preparation for overwrapping. Responsible for the stamp stock inventory of approximately 4 million.

Lead employees in order fulfillment, packaging, and shipment of customer orders for stamp and philatelic products processed at Stamp Fulfillment Services on the Automated Fulfillment Equipment System (AFES). Ensure the timely and efficient processing of customer orders. Monitor operational performance data, resolve routine problems, report unusual operational problems, and recommend solutions. Coordinate machine processing activities with other supervisors on the tour. Conducts ongoing assessments of the demand for philatelic items, and recommends retention or withdrawal of items from sale. Ensure SFS order fulfillment service standards are met in the timely processing of customer orders.

Performed a variety of duties in the following areas of Stamp Fulfillment Services: Automated Fulfillment Equipment System (AFES), Order Entry, First Day Covers, and the Machine Room. In the AFES area, I was utilized as a trainer and a member of the SFS subscription team. I also participated as a member of the team providing input for the implementation of the AFES Machine.

Administered training to employees in the following areas: Letter Sorting Machine, Flat Sorting Machine, Scheme Training, and Maintenance Training. In addition, I conducted training classes for New Employee Orientation, Scheme Training, Driver Training, and various training classes. This position requires excellent written and verbal communication skills.

Duties included correctly keying mail on the letter sorting machine and manually sorting mail. Accuracy and attention to detail were important aspects of this position.