1. WILLARD OWENS
16613 W. 132nd Street Phone: 913.314.2442
Olathe, KS 66062 Email: clientname@yahoo.com
MANAG E R & HR SPE C IALIS T
A top-performing Manager with more than 20 years of experience encouraging, coaching, and inspiring teams to
ensure excellent customer service and maximize sales opportunities. Results-driven leader credited with combining
communication, time management, and attention to detail skills to advance organization goals and objectives. Strong
expertise in staff management while ensuring smooth running of day-to-day operations.
AREAS OF EXPERTISE
 Staff Training & Supervision
 Leadership
 Strategic Planning
 Mediation & Negotiation
 Research & Analysis
 Organizational Skills
 Problem Solving
 Customer Service
 MS Office
PROFESSIONAL EXPERIENCE
UNITED STATES POSTAL SERVICE, OLATHE, KS 2014 – PRESENT
MANAGER – CUSTOMER SERVICE
 Direct all delivery and retail operations and oversee two Contract Postal Units including training and quarterly
audits.
 Manage a team of 2 supervisors, 17 city carriers, 30 rural carriers and 9 sales and service associates.
 Support business continuity plan and monitor compliance with OSHA regulations.
 Contribute to revenue growth through marketing and finance initiatives.
UNITED STATES POSTAL SERVICE – OXFORD BRANCH, OVERLAND PARK, KS 2012 – 2014
MANAGER – CUSTOMER SERVICE
 Trained personnel on postal regulations and changes in prices.
 Ensured the delivery of high standards and efficient customer care.
 Managed day-to-day running of the post office including supervising close to 70 employees.
UNITED STATES POSTAL SERVICE – BROOKRIDGE BRANCH, OVERLAND PARK, KS 2009 – 2012
MANAGER – CUSTOMER SERVICE
 Managed more than 60 personnel while serving as a role model through enthusiasm, drive, commitment and
reliability.
 Checked supplies of materials and stock control systems to encourage sales.
 Supervised overall operations, ensuring all staff demonstrates consistently good customer service standards.
UNITED STATES POSTAL SERVICE, MARCELINE, MO 2004 – 2008
POSTMASTER
 Trained, supervised and encouraged team by applying excellent communication and influencing skills.
 Oversee the movement, sorting, and distribution of all incoming and outgoing mail.
 Process all postal claims and manage labor conflicts.
UNITED STATES POSTAL SERVICE, PRINCETON, MO 2000 – 2004
POSTMASTER
 Developed, monitored, and prepared weekly reports for strategic scorecard including key performance indicators.
 Managed all OSHA reportable accidents and completed investigations and reports for review boards.
 Monitored record retention program in compliance with Sarbanes-Oxley Act.
EDUCATION & TRAINING
Bachelor of Science, Business Administration (IT), Colorado Technical University, Colorado Springs, CO