Melanie A Paquette
Wilbraham
Summary
Dependable and enthusiastic professional with extensive experience in office support, customer service, and retail operations. Recognized for maintaining a positive attitude and delivering high-quality service in fast-paced environments. Skilled in computer systems, scheduling, inventory management, and phone operations. Adept at training and mentoring teams to ensure compliance and operational excellence while fostering a collaborative and respectful workplace. Known for strong communication, problem-solving, and leadership skills, with a proven ability to adapt quickly, take initiative, and drive continuous improvement. Committed to upholding company values, promoting teamwork, and contributing to a productive, diverse, and positive work environment.
Overview
19
19
years of professional experience
Work History
General Expeditor
USPS
05.2021 - Current
- Facilitated timely dispatch, receipt, and secure handling of mail, coordinating with mail handlers to ensure efficient and safe loading/unloading.
- Managed routing, dispatch, and transport logistics while monitoring vehicle loads for safety and compliance, reporting issues to supervisors.
- Collaborated with supervisors to adjust routes and schedules during high-volume periods, and supported scanning and dock safety procedures.
- Fostered teamwork and problem-solving within the logistics team, improving workflow efficiency, safety compliance, and overall productivity in high-pressure situations.
On The Job Instructor
USPS
04.2024 - 01.2025
- Promoted safety adherence and operational standards to minimize discrepancies and maintain USPS compliance.
- Evaluated employee performance and provided feedback that improved productivity, reliability, and skill development.
- Advocated for employee development programs and facilitated training sessions, fostering a collaborative work environment and enhancing team morale.
- Trained and mentored Clerk Craft employees on multiple roles, ensuring accuracy, efficiency, and compliance with USPS standards.
204B Supervisor
USPS
08.2023 - 11.2023
- Supervised a team of 20+ employees, ensuring productivity, safety, and compliance with USPS policies and union agreements, while addressing employee relations and facilitating smooth shift transitions.
- Oversaw daily mail operations, including distribution, staging, and dispatch, and verified mail counts for secure trailer loading, ensuring timely and accurate delivery.
- Conducted performance evaluations, attendance monitoring, and led stand-up talks to communicate goals, safety guidelines, and foster a positive team environment.
- Monitored workflow metrics to identify obstructions and implemented strategic adjustments that improved operational efficiency.
American Postal Workers Union Steward
USPS
03.2023 - 09.2023
- Represented union members in grievances and workplace disputes, acting as a liaison between USPS management and employees to uphold contract rights and resolve conflicts.
- Maintained in-depth knowledge of USPS handbooks and union contracts, ensuring adherence to policies and promoting union participation.
- Analyzed grievance trends to identify systemic issues, implementing proactive solutions to improve workplace relations and reduce conflicts.
- Demonstrated professionalism and leadership in union activities, facilitating open dialogues with management to strengthen communication and trust between USPS leadership and union members.
Brand Associate
Jcrew Factory
10.2019 - 12.2022
- Delivered exceptional customer service in-store, by phone, and online, assisting with product selection, order fulfillment, and personalized service to boost customer satisfaction and repeat purchases.
- Exceeded individual and team sales goals, maintained product knowledge, and operated retail systems such as point of sale systems to support efficient sales and operations.
- Trained new employees, supported daily operations, and completed store opening/closing tasks, including organizing merchandise, maintaining cleanliness, processing shipments, and bank deposits.
- Monitored sales trends and set goals, optimized stock management, created visually appealing displays, and implemented a mobile checkout system to enhance the shopping experience and improve efficiency.
Process Control Assistant
USPS
01.2022 - 04.2022
- Managed distribution center badge access, assigned and tracked devices and provided basic IT support for software access and logins.
- Investigated lost parcels, bar-code errors, and supported Postal Police and the Office of Inspector General with documentation.
- Performed data backups, ensured confidentiality, and utilized Microsoft Excel, Outlook, Teams, Zoom, and other confidential USPS systems for operational support.
- Reported machine issues and system errors to maintenance department, and communicated updates via multi-phone systems, radio, and email to ensure smooth operations.
Postal Support Employee
USPS
11.2020 - 05.2021
- Operated automated equipment to load, sort, and process incoming and outgoing mail, ensuring continuous mail flow and clearing jams as needed.
- Prepared workstations with materials, organized sorted mail for dispatch, and performed quality checks to maintain operational standards.
- Supported and adhered to USPS safety and operational guidelines.
- Collaborated with team members to enhance mail processing efficiency, fostering positive communication and a productive work environment.
Administrative Office Manager
Al Gag’s Fishing Lures
04.2018 - 02.2020
- Managed day-to-day office operations, including inventory, ordering supplies, maintaining organized records, and overseeing online/retail order fulfillment for major retailers, ensuring quality control in production and assembly.
- Handled customer service via multi-phone systems, email communication, and social media, providing prompt, professional responses to customer inquiries.
- Created invoices, tracked sales and data input, and maintained accurate billing using Microsoft Office Suite and Apple tools, while also developing PowerPoint presentations on business performance and growth trends.
- Promoted the brand through digital marketing, email campaigns, social media, and represented the company at trade shows, seminars, and community events, building relationships with local and national partners.
- Streamlined office operations and fostered a positive office environment by improving team morale, overseeing vendor management, and training/supervising a 3-person staff.
Front Desk Customer Service Representative
David’s Bridal
01.2016 - 01.2018
- Served as the first point of contact for customers, both in-person and via multi-line phone systems, and email, providing prompt, professional service and resolving issues efficiently.
- Managed appointment scheduling, order processing, and maintaining the organization of the front desk and store.
- Processed orders, returns, exchanges, and cancellations, ensuring accuracy and timely fulfillment, while maintaining detailed customer records in the CRM system.
- Provided product information, troubleshooting, and recommendations to customers, driving sales and ensuring high levels of satisfaction through first-contact resolution.
Asset Protection
Sears Holdings Corp.
01.2011 - 01.2016
- Monitored in-store activity, CCTV, and alarm systems to prevent theft, reduce shrinkage, and protect company assets, while ensuring store safety compliance and securing high-value items.
- Conducted investigations into fraud, cash shortages, suspicious transactions, and shoplifting incidents, collaborating with law enforcement and providing detailed reports and court testimony.
- Analyzed Profit & Loss reports and loss prevention data, developing targeted strategies that minimized theft and improved overall asset protection effectiveness.
- Trained staff on loss prevention techniques, conducted regular safety training, and promoted a culture of safety, reducing incidents and fostering employee engagement in a high-volume retail environment.
Receiving Manager
David’s Bridal
01.2007 - 01.2011
- Delivered exceptional customer service in a fast-paced retail environment, supporting daily operations, entering orders accurately, and resolving customer and order issues through effective communication with customers, other locations, and the distribution center.
- Set and achieved store sales goals, delegated tasks, and trained new hires on procedures and service standards to improve team performance and customer satisfaction.
- Managed shipping and receiving via FedEx and UPS systems, tracking deliveries and ensuring timely shipments while assisting with inventory management and restocking.
- Performed key holder duties, including store opening/closing, cash handling, nightly bank deposits, and enforced loss prevention policies to safeguard company assets.
- Built relationships with local and national vendors, expanding sales and visibility by representing the company at bridal shows and vendor events.
- Supported brand promotion at local expos and events, maintained merchandise presentation, and ensured the protection of sensitive customer data in compliance with confidentiality standards.
Education
Bachelor of Science - Criminal Justice
American International College
Springfield, MA06-2009
Associate of Science - Criminal Justice
Holyoke Community College
Holyoke, MA06-2007
Skills
- Strong verbal, written, and active listening communication skills for effective interaction with customers, team members, and management
- Excellent problem-solving and critical thinking abilities to address challenges and identify optimal solutions
- Proven ability to work effectively in teamwork and collaboration, fostering a cooperative and productive environment
- Exceptional time management skills, consistently meeting deadlines and balancing multiple tasks
- Highly organized with strong multitasking abilities, ensuring smooth operations in fast-paced settings
- Demonstrates adaptability and flexibility, adjusting to new tasks, priorities, and changes in the work environment
- Keen attention to detail, ensuring accuracy and quality in all aspects of work
- High emotional intelligence, understanding and responding to the needs and emotions of others
- Strong leadership and initiative, proactively taking charge of tasks and motivating others to achieve team goals
- Proficient in technical tools, including Microsoft Office Suite, Outlook, Zoom, Teams, CRM, POS systems, and scheduling software
- Excellent interpersonal and customer service skills, building rapport and providing exceptional support
- Strong work ethic and accountability, consistently delivering results and taking responsibility for actions
- Committed to critical learning and growth mindset, always seeking to develop new skills and knowledge
- Accurate and efficient data entry skills, ensuring proper documentation and record-keeping
Languages
English and American Sign Language
Timeline
On The Job Instructor
USPS
04.2024 - 01.2025
204B Supervisor
USPS
08.2023 - 11.2023
American Postal Workers Union Steward
USPS
03.2023 - 09.2023
Process Control Assistant
USPS
01.2022 - 04.2022
General Expeditor
USPS
05.2021 - Current
Postal Support Employee
USPS
11.2020 - 05.2021
Brand Associate
Jcrew Factory
10.2019 - 12.2022
Administrative Office Manager
Al Gag’s Fishing Lures
04.2018 - 02.2020
Front Desk Customer Service Representative
David’s Bridal
01.2016 - 01.2018
Asset Protection
Sears Holdings Corp.
01.2011 - 01.2016
Receiving Manager
David’s Bridal
01.2007 - 01.2011
Bachelor of Science - Criminal Justice
American International College
Associate of Science - Criminal Justice
Holyoke Community College