Martha Drummond
Customer Service
Mineola,TX
Summary
Experienced professional specializing in client communication and employee supervision at Sam's Club. Demonstrated success in improving team performance and customer satisfaction through targeted training and effective problem-solving. Expertise in Adobe Creative Suite, promoting a collaborative environment that enhances operational efficiency and employee engagement.
Overview
17
17
years of professional experience
Work History
Front End Manager
Whataburger Restaurants L&c
03.2024 - Current
- Supervised front-end operations, ensuring efficient service and customer satisfaction.
- Trained and mentored team members on best practices and operational standards.
- Managed inventory levels, coordinating with suppliers to maintain stock availability.
- Implemented training programs to enhance staff performance and service quality.
- Resolved customer complaints promptly, enhancing overall dining experience.
- Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained strong customer relations and effective customer service standards.
Factory Worker
Wayne Sanderson's Farms
01.2024 - 03.2025
- Operated machinery to ensure efficient production flow and minimal downtime.
- Conducted quality checks on products to maintain high standards of safety and consistency.
- Collaborated with team members to streamline assembly processes, enhancing overall productivity.
- Maintained cleanliness and organization of work areas, promoting a safe working environment.
- Enhanced product quality through meticulous inspection and identification of defects for corrective action.
- Used equipment properly to avoid workplace hazards or injuries.
- Carefully packaged finished products and prepared for shipment.
Office Assistant
Dr. Power Washers
02.2019 - 03.2024
- Managed scheduling and appointment coordination for service teams to optimize workflow efficiency.
- Assisted in inventory management, ensuring timely ordering of supplies and materials.
- Developed standard operating procedures to enhance office operations and improve communication.
- Implemented filing systems that increased document retrieval speed and organization accuracy.
- Oversaw daily office functions, maintaining a productive work environment for all employees.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
Human Resources Manager
Sam's Club
03.2011 - 02.2019
- Led recruitment strategies to attract top talent and enhance workforce quality.
- Developed and implemented employee engagement programs to improve retention rates.
- Streamlined onboarding processes, reducing time-to-hire and enhancing new hire experience.
- Managed performance appraisal systems, ensuring alignment with organizational goals and employee development.
- Conducted training sessions for staff on conflict resolution and effective communication techniques.
- Motivated employees through special events and incentive programs.
- Conducted comprehensive HR audits to ensure compliance with labor laws and regulations, mitigating risk of legal issues.
- Processed employee claims involving performance issues and harassment.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
Dispatch Supervisor
Time Warner Cable
01.2009 - 03.2010
- Supervised daily dispatch operations, ensuring timely and accurate delivery of goods.
- Coordinated with drivers and warehouse staff to optimize route planning and resource allocation.
- Implemented process improvements that enhanced efficiency in dispatch workflows.
- Maintained updated and detailed records of calls in physical and electronic database.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Managed 10 dispatchers while leading and delegating job assignments, tracking project status, processing payroll and resolving issues to maximize productivity.
- Maintained strong relationships with vendors and contractors to ensure seamless service delivery during peak periods.
Education
High School Diploma -
Lakeview Centennial High School
Garland, TXSkills
- Client communication
- Merchandising
- Adobe Creative Suite
- Employee supervision and training
- Customer service and support
- Team building and mentoring
- Problem solving
- Active listening
Languages
English
References
References available upon request.
Timeline
Front End Manager
Whataburger Restaurants L&c
03.2024 - Current
Factory Worker
Wayne Sanderson's Farms
01.2024 - 03.2025
Office Assistant
Dr. Power Washers
02.2019 - 03.2024
Human Resources Manager
Sam's Club
03.2011 - 02.2019
Dispatch Supervisor
Time Warner Cable
01.2009 - 03.2010
High School Diploma -
Lakeview Centennial High School