Mic Dunham
Vancouver,WA
Summary
Dynamic customer care professional with proven leadership in training initiatives and project management. Expertise in collaboration and adaptability, driving impactful global projects and enhancing customer engagement.
Overview
7
7
years of professional experience
Work History
Customer Care Professional
UL Solutions
Vancouver, WA
11.2023 - Current
- Lead training initiatives and mentorship for Americas NAFT team within customer care, including guidance for new leader transitioning to NAFT team.
- Act as Americas NAFT SME global auditor team inspector backup queue router, distributing daily work responsibilities
- Handle NAFT case work concentrating on significant requests and specialized projects.
- Participate in various team projects for Americas NAFT region, notably customer care training and qualification globalization project, NAFT checklist project, and global audit program for customer care.
- Collaborate with sales and engineering teams in customer calls to ensure thorough project preparation and clarify NAFT questions.
Operations and Office Manager
The Shiners Cleaning Co
Portland, OR
01.2021 - 10.2023
- Coordinated daily office operations, managing appointments and schedule changes for clients and staff.
- Oversaw customer communications to ensure clarity and satisfaction with services.
- Vetted new clientele, establishing booking profiles for efficient service delivery.
- Processed payments over the phone, enhancing transaction efficiency.
Responded promptly to client feedback, facilitating service improvements.
Chef
Thomas Cuisine Management
Boise, Idaho
01.2019 - 09.2021
- Managed station operations at each location, overseeing daily prep and cleaning tasks.
- Executed routine cleaning on daily, weekly, and monthly schedules to maintain hygiene standards.
- Cross-trained on all stations and provided coverage as needed to ensure operational continuity.
- Handled customer orders and resolved inquiries to enhance service quality.
Education
Bachelor of Arts - Music Industry
Northwest Nazarene University
Nampa, IDSkills
Customer Service and Communication – 15 years
MS Office Suite – 12 years
Internal UL Systems: Oracle/E-Biz, Service Cloud, IFVS, ECM, Datahub, PowerBi, Product iQ, and the myUL portal – 2 years
Administrative Experience – 10 years
Timeline
Customer Care Professional
UL Solutions
11.2023 - Current
Operations and Office Manager
The Shiners Cleaning Co
01.2021 - 10.2023
Chef
Thomas Cuisine Management
01.2019 - 09.2021
Bachelor of Arts - Music Industry
Northwest Nazarene University