Top Performers in Quarter IV and the End of the Year.

The Dallas District Postmasters, Managers and Supervisors met to celebrate the Top Performers in Quarter IV and the end of the year. The Awards were presented by District Manager Tim Costello, pictured on the left in all photos.

South Tyler, TX, Annex Station Manager, Customer Services Domenica Loera (second left), Supervisors, Customer Services Robert Stewart (far right) and Cherry Rayford (second right) were recognized for being a Top Performer of level 20 Stations and Branches in Quarter IV.

Dallas, TX, Vickery Station Manager, Customer Services Tyrone Gale (right) and Supervisor, Customer Services Shinequer Dickerson (center) were recognized for being a Top Performer of level 21 Stations and Branches in Quarter IV.

Dallas, TX, Prestonwood Station Manager, Customer Services Jeannie Bowles (second right), Supervisors, Customer Services Priscilla Ramirez (second left) and Michael Ryan (far right) were recognized for being a Top Performer of level 22 Stations and Branches in Quarter IV.

Whitehouse, TX, Postmaster Jeffrey Youngblood (right) was recognized for being a Top Performer of level 20 Associate Post Offices in Quarter IV.

Kilgore, TX, Postmaster Joe McQuiston (right) and Supervisor, Customer Services Pepper Smith (center) were recognized for being a Top Performer of level 21 Associate Post Offices in Quarter IV.

Sherman, TX, Postmaster Steven Fuhr (center) and Supervisor, Customer Services David Siau (right) were recognized for being a Top Performer of level 22 Associate Post Offices in Quarter IV.

Tyler, TX, Main Post Office Officer In Charge Shiniqua Toliver (second left), Supervisors, Customer Services (left to right) Pam Moore, Laquinda Devereaux-Miller and Jose Villegas were recognized for being a Top Performer of level 24 Associate Post Offices in Quarter IV.

Manager, Post Office Operations (MPOO) Johnny Wright (right) was recognized for being Best MPOO in Quarter IV.

South Tyler, TX, Annex Station Manager, Customer Services Domenica Loera (second left), Supervisors, Customer Services Robert Stewart (far right) and Cherry Rayford (second right) were recognized for finishing third in Top Performance of level 20 Stations and Branches at the end of the year.

Dallas, TX, White Rock Station Manager, Customer Services Allan Wilson (right) and Supervisor, Customer Services Sharon Toliver (center) were recognized for finishing second in Top Performance of level 20 Stations and Branches at the end of the year.

Lewisville, TX, Colony Station Manager, Customer Services Paula Jordan (center) and Supervisor, Customer Services Mark Brown (right) were recognized for finishing first in Top Performance of level 20 Stations and Branches at the end of the year.

Dallas, TX, Bent Tree Station A/Manager Customer Services Melba Lopez (center) and Supervisor, Customer Services Frank Williams (right) were recognized for finishing second in Top Performance of level 21 Stations and Branches at the end of the year.

Dallas, TX, Farmers Branch Station Manager, Customer Services Vanya Johnson (second left), Supervisors, Customer Services Sheleta Wright (second right) and Robert Robinson (far right) were recognized for finishing first in Top Performance of level 21 Stations and Branches at the end of the year.

Dallas, TX, Prestonwood Station Manager, Customer Services Jeannie Bowles (second right), Supervisors, Customer Services Priscilla Ramirez (second left) and Michael Ryan (far right) were recognized for finishing third in Top Performance of level 22 Stations and Branches at the end of the year.

Dallas, TX, Joe Pool Station Manager, Customer Services Vangie Dyess (center) and Supervisor, Customer Services Hilario Montoya (right) were recognized for finishing second in Top Performance of level 22 Stations and Branches at the end of the year.

Longview, TX, Northwest Station Manager, Customer Services Sylvia Black (second left), Supervisors, Customer Services Sheri Blackmon (second right) and Sanford Stephens (fat right) were recognized for finishing first in Top Performance of level 22 Stations and Branches at the end of the year.

Fate, TX, Postmaster Peggy Fischer (right) was recognized for finishing tenth in Top Performance of level 18 Associate Post Offices at the end of the year.

Blue Ridge, TX, Postmaster Leta Porter (right) was recognized for finishing eighth in Top Performance of level 18 Associate Post Offices at the end of the year.

Etoile, TX, Postmaster Carolyn Cox (right) was recognized for finishing fifth in Top Performance of level 18 Associate Post Offices at the end of the year.

Lonestar, TX, Postmaster Verna Herman (right) was recognized for finishing first in Top Performance of level 18 Associate Post Offices at the end of the year.

Atlanta, TX, Postmaster Barbara Weems (right) was recognized for finishing third in Top Performance of level 20 Associate Post Offices at the end of the year.

Whitehouse, TX, Postmaster Jeffrey Youngblood (right) was recognized for finishing second in Top Performance of level 20 Associate Post Offices at the end of the year.

Jasper, TX, Postmaster Steven McDuffie (right) was recognized for finishing first in Top Performance of level 20 Associate Post Offices at the end of the year.

Denison, TX, Postmaster Troy Hanvy (right) was recognized for finishing third in Top Performance of level 21 Associate Post Offices at the end of the year.

Greenville, TX, Main Post Office Officer In Charge Kevin Waldroup (right) accepted an Award for finishing second in Top Performance of level 21 Associate Post Offices at the end of the year.

Kilgore, TX, Postmaster Joe McQuiston (right) and Supervisor, Customer Services Pepper Smith (center) were recognized for finishing first in Top Performance of level 21 Associate Post Offices at the end of the year.

Sherman, TX, Postmaster Steven Fuhr (center) and Supervisor, Customer Services David Siau (right) were recognized for finishing third in Top Performance of level 22 Associate Post Offices at the end of the year.

Nacogdoches, TX, Postmaster Gerald Malanders (right) was recognized for finishing second in Top Performance of level 22 Associate Post Offices at the end of the year.

Longview, TX, Supervisors, Customer Services Pamela Jackson (center) and Stanley O’Quinn (right) were recognized for finishing first in Top Performance of level 22 Associate Post Offices at the end of the year.

Irving, TX, Postmaster Rodney Malone (far right) and Supervisor, Customer Services (left to right) Anthony Jones, Manager, Customer Services Denean Pankins, Supervisors, Customer Services David Knowles and Gary Moore were recognized for finishing second in Top Performance of level 24 Associate Post Offices at the end of the year.

Tyler, TX, Main Post Office Officer In Charge Shiniqua Toliver (second left), Supervisors, Customer Services (left to right) Pam Moore, Laquinda Devereaux-Miller and Jose Villegas were recognized for finishing first in Top Performance of level 24 Associate Post Offices at the end of the year.

Manager, Post Office Operations (MPOO) Johnny Wright (right) was recognized for being Best MPOO at the end of the year.

 

 

 

Longview, TX, Northwest Station Retail Associate Vicki Starr (center) was presented her sixth Gold Star Award from Officer In Charge Anthony Young (right) and Manager, Customer Services Sylvia Black (left) for a perfect score on a recent Retail Customer Experience.

Longview, TX, Downtown Station Retail Associate Margaret Copper (right) received a Gold Star Award from Officer In Charge Anthony Young (left) for a perfect transaction on a recent Retail Customer Experience.

Congratulations to the Royce City Post Office, as Week 2 Co-winners, for their outstanding lobby decorations promoting the sale of the Breast Cancer Research (BCR) stamp!  Pictured are Retail Associates (left to right) Cecelia Mock and Michelle Smith, Postmaster Joanna Chase, Supervisor, Customer Services AJ Johnson and Retail Associate Jerry Jones.

 

 

Wylie, TX, Post Office Custodian Charles McCarter (right) was presented with a Special Achievement Award from Supervisor, Customer Services Al MacDonald (left) to recognize his outstanding performance.

Dallas District Human Resources Generalist (Principal) Wylita Hooks (center) received a Special Achievement Award from Southern Area, Manager, Human Resources Mangala Gandhi (left) and Southern Area, Human Resources Analyst Denise Cannon (right).  The award was a result of her key role in a special project for the Southern Area.

Congratulations to the Addison Post Office as Week 1 Winners in promoting the Breast Cancer Research (BCR) stamp! (left to right) Postmaster Alicia Soliz, Retail Associates (T7) Denise Davis and Rita Kuruvilla, Supervisor, Customer Services Jeff Wright, Retail Associate Eric Lee, Retail Associate/Business Mail Entry Unit Technician Abraham Mathew, Retail Associates Joy Noderer and Moni Varkey.

Irving, TX, Central Station Kenny Gilchrease (left) received his Lean Six Sigma Green Belt from Manager, Post Office Operations Dan Carleen (right).

 

Richardson, TX, Main Station Retail Associate Bikash Sutradhar (center) was presented a Gold Star Award from Postmaster Veronica Johnson (right) and Supervisor, Customer Services Henry Kpandeyenge (left) for a perfect transaction during a recent Retail Customer Experience.

Retail Associate Bikash Sutradhar received his first Gold Star Award for providing outstanding customer service on a recent Retail Customer Experience.  He enjoys interacting with different customers and taking good care of them.  Sutradhar, remarked, “I’m proud to make my customers happy.  We have a good team here and the job has good benefits.”  

 

A message from the District Manager...(October)

Tim Costello

 

What Scanning Means to the Customer

 

Today I had a conversation with a customer regarding a package she had recently mailed.  She visited one of our local offices and purchased Priority Mail and was informed it came with tracking.  The Retail Associate explained she could track the package at usps.com to determine when the package was delivered.  After a couple of days she went to usps.com to track the package as instructed by the Retail Associate, but never saw any delivery information.  She continued to do this for three more days before calling the local office for assistance.  Ultimately, she had to rely on her daughter to inform her when the package arrived.

Does this sound frustrating to you?  Have you ever purchased a product or service that disappointed you?  What did you do?  Most customers tell others about their experience or decide to never give the supplier another chance-thus finding another company to do business with.

In today’s economic environment, we can’t afford to provide less than perfect service.  Our customers expect it.  This means that when the customer enters our retail units we need to serve them promptly and effectively.  It means that when the product enters our mail-stream we make proper dispatches to plant operations in order for them to dispatch timely to the correct delivery unit. And ultimately, delivery units provide timely delivery to the final destination--SCANNING at each point along the way.

Proper scanning is our tool to compete for, win and retain new revenue from all types of mailers in the marketplace.  Accurate scanning provides the service to the mailer to build trust and loyalty.  Every piece must have an Arrival at Unit and Stop the Clock scan by close of business the day the individual piece is received in the delivery unit.  Every piece must also receive an Acceptable Delivery Event within 31 days to allow for Hold Mail. 

Scanning is not new to us and it’s certainly not new to our customers.  In order for us to grow the package business and build trust, we must focus on scanning. 

 

So, let’s think about the customer in the beginning of this story.  Can we afford to lose her over one package not being scanned properly?  Certainly not--and that’s why every customer experience starts with you.  Every person, every time, every scan.

 





Dallas District Consumer Affairs Representative Rose Ranck received a letter of accommodation for providing outstanding customer service.

Dear Ms. Wallace,

This letter of commendation provides outstanding praise for Rose Ranck of your department.  Not only is she professional and consistently pleasant beyond description, but she also possesses the quality of competence, which is my highest compliment!

Having been a professional working woman, I have decided that each employee has the choice to do an outstanding job or not every day.  Ms. Ranck reflects the highest credit on your organization, as she chooses each day to perform at an outstanding level.  In a circuitous and highly frustrating situation this summer with the post office, Ms. Ranck answered the phone and listened!  She next told me that she would work through the difficulty and confusion and get my family's mail re-directed.  We have spoken many times, and each and every occasion has resulted in a pleasant and capable individual who has kept her commitments and resolved the problem.  My work experience over 35 years with extensive management experience has revealed few people with her professional attitude and can-do spirit.

I ask that you personally take the time to provide her this feedback and make this letter a part of her performance review.  In the words of Vince Lombardi, Ms. Ranck is, without question, a "cut above" all the rest.

Coppell, TX, Consumer Affairs Representative Rhonda Buggs went above and beyond assisting a customer with a package.

 

 I would like to take this opportunity to thank you for your professionalism and willingness to go above and beyond when I telephoned you Wednesday, August 3, 2016, about a package I had sent out of Cedar Park, Texas on Friday. July 29, 2016, to New Jersey. I had already called the 1-800 number and was advised I would have to wait until it had no movement for 5 days to open a case. I saw the package had been checked on July 30, at 11:44am to your Post Office in Coppell, TX, and decided to seek help from this Post Office. When I made the call you answered and were very willing to go above and beyond to check with the appropriate parties. You took my number and called me back with an update. You advised me you would probably have to call me back the next day with more information. I continued to monitor the tracking and sure enough the next morning it arrived in New Jersey. You called me first thing in the morning with an update. When I stated I didn’t know what you did but thank you very much, you graciously and humbly said you wish you could take credit but not the one that laid hands on the package and made it happen. I run an Assisted Living facility in the Austin area and just want you to know how much I appreciate your mannerisms and self-motivation to go above and beyond. I hope I can share your story with some of my 100 employees and hope this is the kind of impact they make on the lives of others. Again, thank you so much and know you are appreciated for the job you do. 

McKinney, TX, Linkside Park Retail Associate Shauna Johns (second left) was presented a Gold Star Award from A/Manager Post Office Operations Richard Smith (far left), Officer In Charge Clarence Henderson (far right) and Supervisor, Customer Services Gerald Hamilton (second right) for giving outstanding customer service on a recent retail experience.

Johns is a 14 year postal veteran who received her third Gold Star Award for providing exceptional customer service.  She loves the opportunity to serve people & help them get the services they need.  She commented, “I work with some great people.”

Dallas NDC, Equipment Operator Willaim Sullivan received his 50 year Service Award

Brookhollow Station Letter Carrier John Rodela (left) received his 25-year Service Award from Supervisor, Customer Services Zsacartha Williams (right).

Dallas, TX, Brookhollow Station Letter Carrier Thomas Houston (left) received a Certificate of Appreciation for his 22 years of excellent service from Supervisor, Customer Services Zsacartha Williams (right).

Longview, TX, Northwest Station Letter Carriers (left to right holding plaques) Michael Sims & Reginald Sims celebrated their 30-year Service Awards, Gary Stevens & Rhonda Hewitt celebrated their 35-year Service Awards. They were joined by Supervisor, Customer Services Sanford Stephens (far left), Manager, Customer Services Sylvia Black (second from right) & Supervisor, Customer Services Sherri Blackmon. Letter Carrier Scott Tarnstrom (not pictured) celebrated his 30-year Service Award as well.

Dallas District, Pilot Site Sales Retention Team (SRT) Linda Brooks (left) was presented her 30-year Service Award by Manager, Consumer & Industry Contact Vanessa Wallace (right).

Linda Brooks began her Postal career as a Letter Carrier.  She was very proud to serve her customers on the routes that she carried and always tried to represent the Postal Service in a professional manner.  Brooks has enjoyed working in different capacities during her career with the USPS.  Some of her duties included Driver Safety Instructor, Accident Investigator, Growth Coordinator, Peg Audit Coordinator, Rural Route Inspector Counter, Monitor for the Postal Exams, and serving on the Accident Review Board and the Joint Safety and Health Committee.  Brooks remarked, “I appreciate the experience of working in different areas and I cherish the experience of working with the different employees I have met along the way. Every day I have the privilege of coming to work as an SRT Agent, where I’m proud to represent the USPS and serve the various customers that I come in contact with.”  

The NDC Safety Captains recognized General Clerk Tareska Medlock-Hairston (center) for support of the Safety Program.  “Your dedication and commitment to safety helped achieve the goal of eliminating accidents,” said A/Facility Safety Coordinator Patricia Hill (right).  Safety Liaison James Pratt (left) assisted in presenting the award.