Granite Bay Post Office Retail Team

GRANITE BAY, CA — In the beautiful city of Granite Bay, a remarkable story of dedication and leadership in customer service is unfolding at the local post office. Customer Service Supervisor Andrea Bailey has been instrumental in leading her team to an extraordinary feat – six consecutive perfect scores in Retail Customer Experience (RCE), aka Mystery Shopper.

Bailey has been employed with the Postal Service since 2019. “What I enjoy most about my job is helping my employees, our customers, and learning something new every day,” she said. There’s never a dull moment, as she oversees three postal stations – Granite Bay, Roseville Sierra Gardens, and Roseville Vernon Station – the latter of which has also been recognized for its superior customer service.

Achieving this milestone of six consecutive perfect scores extends beyond the numbers. It's about people – the Sales and Service Associates (SSA) who make every customer interaction count, Lead SSA Elise Stepka who is filling in for Sonyia Holdren, and SSA Peter Wooten. These three have been pivotal in achieving this success as they consistently demonstrate impeccable customer service in every retail transaction.

Bailey’s approach to management is innovative and effective. She emphasizes the importance of communication, consistent, on-going training, and treating every interaction as a potential mystery shop, thereby maintaining consistently high service standards and RCE scores.

“I feel great about the service my staff provides at all three locations. They diligently follow Postal regulations and policies, upholding and delivering on our brand's promise. One of the core principles of the PMG’s Delivering for America 10-Year Plan is to have a more stable and empowered workforce, at Granite Bay we embody that because we are committed to delivering customer excellence.”

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