DIANA L MICKOLAYCK
Manhattan,IL
Summary
35 years of successful steel experience in inside sales/customer service/order entry, and quality.
Professional with strong background in customer interactions and service solutions.
Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty.
Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with managing end-to-end order processing workflows, ensuring timely and accurate order entry.
Utilizes strong organizational and communication skills to streamline processes and resolve issues quickly.
Track record of maintaining high standards of accuracy and efficiency in dynamic environments.
Overview
35
35
years of professional experience
Work History
Lead Quality Analyst
Cleveland Cliffs
09.2018 - Current
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Identified and addressed process bottlenecks, streamlining workflows for faster turnaround times.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved workflow efficiency by assisting with order entry tasks when necessary, reducing wait times for patients awaiting prescriptions.
- Reduced order entry errors by consistently cross-referencing product codes and verifying customer information.
- Identified opportunities for improving workflow efficiency within the order entry department, proposing solutions to management accordingly.
- Managed high-volume order entry while maintaining exceptional attention to detail, contributing to a reduction in errors and subsequent returns or exchanges.
Customer service representative
ArcelorMittal
11.2009 - 09.2018
- Relocated to Indiana Harbor for one face to the customer. I was ORA'ing for Riverdale orders in the queue system within facility load. SAP was installed and I ORA'd Riverdale orders within SAP.
- I handle Steel Technologies one face to the customer for their US facilities and Steel Technologies Mexico. I have been proactive and learned their business by end use/customer part number and I contacted the account manager to have Steel Technologies enters new orders for the end uses of Carrier, Ford and Chrysler.
- Train the reps on the Riverdale process, assign axiom spec and Riverdale melt grades, comedowns. Make all changes to the Riverdale planning tool. Conducted Riverdale training classes for the reps. Help reps regarding Riverdale orders or axiom.
Inside Sales Representative
ISG Riverale
12.2002 - 11.2009
- Customer service for Riverdale orders and located at Riverdale. Entered orders into axiom, priced orders in axiom, assigned axiom spec and Riverdale melt grades, built customer production runs including comedown requirements, shipping, creating sold to and ship to codes in axiom and axiom part numbers. Status orders for the customers. ORA Riverdale orders in the SAP computer system.
Inside Sales Representative
ISG Indiana Harbor
06.2002 - 12.2002
- Customer service for IHW customers for all products in the Axiom system.
Sales Representative
Suburban Steel Supply
12.2001 - 05.2002
Inside Sales Representative
Acme Steel Co.
04.1998 - 11.2001
- SAP was the computer system for order entry, pricing, tracking, shipping, product information, material specifications and all customer service functions.
Sales Order Entry Clerk
Acme Steel Co.
04.1996 - 04.1997
- Entered the sales orders into the mainframe for production planning to create the production orders. Maintained the customer masters in SAP and create the customer order acknowledgements in SAP.
Sales & Marketing Clerk
Acme Steel Co.
10.1993 - 04.1996
- Maintained the customer masters in SAP, faxed ready to ship reports to the customers. Filed customer orders and invoices. Updated the metrics for the sales & marketing department.
Production Planning Staff
Acme Steel Co.
03.1990 - 10.1993
- Filing clerk, keypunch machine operator, order entry for production orders, load production into the computer system.
Education
Business Degree - Associate Business Degree
South Suburban Community College
South Holland, ILHigh School Diploma - undefined
Thornton Township High School
Harvey, IL01.1989
Skills
- Audit processes
- Quality improvement
- Quality processes
- Data analysis
- Customer focus
- Data validation
- Training material development
- Teamwork and positive attitude
- Customer service
- Decision-making
- Cross-functional team collaboration
- Team collaboration
Timeline
Lead Quality Analyst
Cleveland Cliffs
09.2018 - Current
Customer service representative
ArcelorMittal
11.2009 - 09.2018
Inside Sales Representative
ISG Riverale
12.2002 - 11.2009
Inside Sales Representative
ISG Indiana Harbor
06.2002 - 12.2002
Sales Representative
Suburban Steel Supply
12.2001 - 05.2002
Inside Sales Representative
Acme Steel Co.
04.1998 - 11.2001
Sales Order Entry Clerk
Acme Steel Co.
04.1996 - 04.1997
Sales & Marketing Clerk
Acme Steel Co.
10.1993 - 04.1996
Production Planning Staff
Acme Steel Co.
03.1990 - 10.1993
High School Diploma - undefined
Thornton Township High School
Business Degree - Associate Business Degree
South Suburban Community College
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