Zachary Henry
Middletown
Summary
Results-driven operations leader with 16 years of experience, including nearly 10 years in the United States Postal Service. Expertise in retail operations, employee supervision, training, and operational improvement. As Lead Sales & Services Associate (T7), leads retail operations while ensuring compliance with policies and customer service standards. Aiming to leverage extensive operational and leadership skills in an Executive and Administrative Schedule (EAS) supervisory role.
Overview
17
17
years of professional experience
Work History
Lead Sales & Services Associate (T7)
United States Postal Service
Richmond Station
09.2025 - Current
- Improved customer wait times and satisfaction through targeted coaching and leadership, resulting in increased retail sales.
- Led daily retail operations, coordinating workflow to enhance support for retail associates.
- Train employees on USPS retail procedures, financial accountability, customer service, and policy compliance.
- Mentor employees to improve operational efficiency, confidence, and performance.
- Serve as the primary On-the-Job Instructor (OTJ) for newly assigned window clerks.
- Fostered teamwork and accountability, cultivating a positive workplace culture among staff.
- Functioned as a certified Passport Acceptance Agent to process applications accurately.
Previous Lead Sales & Services Associate (T7)
United States Postal Service
Philadelphia
04.2023 - 09.2025
- Led operations as Lead Clerk at Kingsessing Station, Spring Garden Station, and William Penn Station.
- Provided operational leadership, ensuring high customer service standards and financial accountability across multiple postal installations.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Dock Expeditor
United States Postal Service
Philadelphia
07.2022 - 04.2023
- Coordinated incoming and outgoing transportation to optimize delivery schedules.
- Ensured timely dispatch of mail, contributing to on-time service delivery.
- Communicated with transportation personnel and drivers.
- Maintained efficient mail flow throughout processing operations, supporting overall operational effectiveness.
- Supported operational performance and transportation scheduling.
Mail Processing Clerk
United States Postal Service
Philadelphia
01.2022 - 10.2022
- Contributed to various mail processing operations including automation, manual letters, manual flats, manual parcels, ADUS, and express mail.
- Acquired in-depth understanding of mail processing, dispatch procedures, mail flow, and operational performance standards to enhance overall operations.
- Sorted incoming mail by size and destination for efficient processing.
- Sorted incoming mail by size and destination, ensuring timely and efficient processing.
- Worked in numerous mail processing operations including: Automation, Manual Letters, Manual Flats, Manual Parcels, ADUS, Express Mail.
Customer Retention Team (CRT)
United States Postal Service
Philadelphia
02.2021 - 01.2022
- Resolved complex customer concerns regarding delivery issues, service complaints, and mailing inquiries to enhance customer satisfaction.
- Safeguarded USPS brand reputation by delivering professional customer service and effectively resolving issues.
- Collaborated with operations to expedite customer resolutions, ensuring timely and effective responses.
Sales & Services / Dispatch Clerk
United States Postal Service
Philadelphia
05.2019 - 02.2021
- Executed retail sales and provided customer service to enhance customer satisfaction.
- Handled sensitive mail items efficiently.
- Completed dispatch operations.
- Ensured financial accountability through accurate transaction processing.
- Guided customers in selecting mailing products and services to meet their needs.
Postal Support Employee (PSE)
United States Postal Service
Fox Chase Station
01.2017 - 05.2020
- Supported retail operations and mail distribution, contributing to efficient service delivery.
- Acquired skills in window operations, mail processing, and customer service to enhance customer interactions.
- Showcased ability to adapt to changing work environments and tasks.
Assistant Manager
Interpark
01.2012 - 12.2016
- Coordinated daily operations across multiple parking facilities to ensure service consistency.
- Supervised employees and coordinated daily work assignments.
- Trained new employees on customer service, safety procedures, and company policies.
- Assisted with scheduling, payroll support, and staffing.
- Addressed customer concerns to enhance satisfaction and foster positive client relationships.
- Oversaw cash handling and financial reconciliation to ensure accurate revenue accountability.
- Worked closely with management to improve operational efficiency and customer satisfaction.
Operations Supervisor
Dollar Thrifty Car Rental
01.2010 - 12.2012
- Supervised daily rental operations, enhancing team performance and service quality.
- Coordinated vehicle availability and fleet logistics, ensuring seamless operations and customer satisfaction.
- Supervised daily rental operations and frontline employees.
- Ensured exceptional customer service while resolving escalated customer concerns.
- Maintained compliance with company policies and operational standards, safeguarding operational integrity.
- Assisted with inventory control, vehicle accountability, and financial reporting.
- Supported hiring, onboarding, and employee training initiatives.
Education
Associate Degree -
Chestnut Hill College
Philadelphia, PennsylvaniaSkills
- Customer service
- Sales Reporting
- Sales Optimization
- Customer Engagement
- Retail Operations
- POS
- Inventory Management
- Sales Insights
- Performance Metrics
- Data Analysis
- Operational Improvement
- Process improvement
- Workflow management
- Employee Supervision
- Staff training
- Coaching & Mentoring
- Team Building
- Conflict management
- Performance assessment
- Safety and Compliance
- Operations Leadership
- Time Management
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Outlook
- Problem Solving
- Communication
- Market Trends
- Team Collaboration
- Process improvement
- Coaching performance
- Workflow management
Leadership Highlights
- Over 16 years of progressive operations and leadership experience.
- Nearly 10 years of USPS experience.
- Leadership experience across four USPS retail stations.
- Primary On-the-Job Instructor (OTJ) for newly assigned retail clerks.
- Passport Acceptance Agent Certified.
- Extensive experience conducting stamp stock and unit reserve audits.
- Expert in retail financial accountability and daily closeout procedures.
- Proven ability to improve customer satisfaction and operational performance.
- Multiple awards recognizing exceptional customer service.
- Multiple awards for promoting USPS products and services.
- Extensive knowledge of retail operations, customer relations, transportation coordination, dispatch, and mail processing.
Timeline
Lead Sales & Services Associate (T7)
United States Postal Service
09.2025 - Current
Previous Lead Sales & Services Associate (T7)
United States Postal Service
04.2023 - 09.2025
Dock Expeditor
United States Postal Service
07.2022 - 04.2023
Mail Processing Clerk
United States Postal Service
01.2022 - 10.2022
Customer Retention Team (CRT)
United States Postal Service
02.2021 - 01.2022
Sales & Services / Dispatch Clerk
United States Postal Service
05.2019 - 02.2021
Postal Support Employee (PSE)
United States Postal Service
01.2017 - 05.2020
Assistant Manager
Interpark
01.2012 - 12.2016
Operations Supervisor
Dollar Thrifty Car Rental
01.2010 - 12.2012
Associate Degree -
Chestnut Hill College