My name is Catrina Wright and I’m a USPS customer relations coordinator in Washington, DC.
One of my daily duties is to go into the Customer 360 platform, which tracks customer satisfaction scores, and share the information with my colleagues in the Postal Service’s Maryland District. I check for improvement, do gemba visits at delivery units that need help, provide tips on improving scores and conduct weekly Zoom calls to improve scores overall in the district.
One thing I tell other employees is that when we leave here, we are customers. We should give the same level of service that we would want for ourselves.
I am also the postal administrator for the Washington Metropolitan Postal Customer Council, which is in the process of rebuilding after COVID-19. When I started in this job last year, the Washington Metro PCC had two members. Today, we have about 27.
I lead the executive board meetings and create the agenda. We have virtual and in-person meetings with our sister council, the Greater Baltimore PCC.
When I’m not at work, I’m an avid gamer. I love to play on the PS5 as well as games on my iPad.
Being a customer relations coordinator is about helping people. I feel a sense of accomplishment at the end of the day when I’ve been able to help.
“On the Job,” a column on individual employees and their contributions to the Postal Service, appears regularly in Link.
