Melissa Hummer
Glendale,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
30
30
years of professional experience
Work History
Asst. Operations Manager
US Digital Media
02.2016 - Current
- Assist with overseeing day to day operations with focus on Customer Service/Order Admin/ Warehouse Departments
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Facilitated smooth transitions during periods of change by providing guidance and support to staff members affected by organizational restructuring or policy updates.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Improved communication with team through regular meetings, updates, and open channels of communication.
- Coordinated with General Manager in different operational issues and promotional activities.
- Supervised operations team to support operational excellence and excellent customer service.
- Worked effectively in fast-paced environments.
Warehouse Supervisor/Purchasing
US Digital Media
09.2012 - 02.2016
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Redesigned warehouse layout to accommodate new equipment, maximize space utilization, and optimize processes.
- Developed and implemented policy and procedure updates to improve workflow and productivity.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Recorded information, shortages, and discrepancies to keep records current and accurate.
- Supervised warehouse operations by managing employees during shifts.
Customer Service Supervisor
US Digital Media
06.2009 - 09.2012
- Prepare and submit reports to management
- Support team by handling all escalated issues and taking over-flow calls in queue
- Researched and corrected customer concerns to promote company loyalty.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Receptionist/ Order Admin / Customer Service Rep
US Digital Media
03.2006 - 06.2009
- Monitor all orders for errors, possible fraud and system integration issues
- Coordinate all customer banking/payment and verify information is accurate
- Process orders/ invoicing coming in through EDI systems
- Process all sales returns in system software
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Answered central telephone system and directed calls accordingly.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Operated multi-line telephone system to answer and direct high volume of calls.
Banker II
Bank One/ Chase Bank
06.2004 - 02.2006
- Field all inbound calls in call center from small business and consumers
- Processed all banking transactions and requests from customers
- Offer customers account options to better suit their banking needs
- Open and maintained new accounts
Office Manager
Senior Benefit Association
05.1994 - 05.2004
- Answer all inbound calls for company hotline
- Handle all customer service calls dealing with complaints and cancellations
- Managed accounts payable/receivable as well as basic office duties
Education
GED -
Maricopa Community Colleges - Phoenix College
Phoenix, AZ05.1988
Some College (No Degree) - Accounting And Business Management
Southwest Information Technology
Phoenix, AZSkills
- All Microsoft applications
- E-Commerce Based Systems
- ACC-PAC
- Microsoft Dynamics GP
Awards
- Employee of the Year 2006/2008/2014/2016
- Teamwork Award 2007/2009/2010/2012/2017
References
Upon Request
Timeline
Asst. Operations Manager
US Digital Media
02.2016 - Current
Warehouse Supervisor/Purchasing
US Digital Media
09.2012 - 02.2016
Customer Service Supervisor
US Digital Media
06.2009 - 09.2012
Receptionist/ Order Admin / Customer Service Rep
US Digital Media
03.2006 - 06.2009
Banker II
Bank One/ Chase Bank
06.2004 - 02.2006
Office Manager
Senior Benefit Association
05.1994 - 05.2004
GED -
Maricopa Community Colleges - Phoenix College
Some College (No Degree) - Accounting And Business Management
Southwest Information Technology