Michael Wallace
Wetumpka
Summary
This document is an attempt to provide to some degree a record of past work history and achievements obtained over the course of many years. This is intended to highlight versatility in both an office setting as well the commercial field where leadership and team skills are essential.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Facility Maintenance Supervisor
S&s Property Management, Peoria
Montgomery, AL
02.2023 - 03.2026
- Oversaw daily maintenance operations to ensure facility functionality and safety compliance.
- Coordinated preventive maintenance schedules for equipment and systems across multiple properties.
- Implemented cost-effective strategies that reduced maintenance expenses while improving service quality.
- Trained and mentored junior staff on safety protocols and efficient maintenance practices.
Welder/Maintenance Technician
Adient Inc
Clanton, AL
04.2022 - 07.2023
- Operated MIG and TIG welding equipment to fabricate components per specifications.
- Collaborated with team members to optimize workflow and reduce production downtime.
- Maintained detailed records of production output and materials used for tracking purposes.
- Assisted in troubleshooting equipment issues to minimize disruptions in production schedules.
- Maintained clean working environment by consistently organizing tools and equipment, promoting workplace safety.
Maintenance Technician
PEM Investors
Montgomery, AL
08.2019 - 01.2022
- Performed troubleshooting and repairs on HVAC, plumbing, and electrical systems to enhance operational efficiency.
- Conducted routine inspections to identify maintenance needs and ensure compliance with safety standards.
- Operated varied hand and power tools to complete repairs.
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Troubleshot equipment breakdowns and performed preventive maintenance.
Customer Service Representative
Alorica
Montgomery, AL
01.2016 - 11.2019
- Assisted customers with account management, service upgrades, and billing issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
Alorica
Montgomery, AL
04.2013 - 06.2016
- Resolved customer inquiries and issues efficiently, enhancing overall satisfaction.
- Maintained compliance with service standards.
- Collaborated with team members to optimize workflow and reduce response times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Customer Support Specialist
Sykes Call Center
Fort Smith, AR
10.2010 - 04.2013
- Resolved customer inquiries through enhancing user satisfaction and retention.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Customer Service Representative
AT&T Call Center
Phoenix, AZ
01.2007 - 09.2010
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers with account management, service upgrades, and billing issues.
- Implemented process improvements that enhanced response times and customer satisfaction.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Resolved accounting, service and delivery concerns.
Education
Associate of Science -
George C Wallace Community College
Dothan, AL08.2007
Skills
- Sanitization
- Maintenance recordkeeping
- Grounds maintenance
- Work order management
- Project leadership
- Staff supervision
- Preventive Maintenance
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Multitasking Abilities
- Excellent communication
- Computer skills
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Problem resolution
- Relationship building
- Customer relations
- Team building
- Professional and courteous
- Work Planning and Prioritization
- Managing operations and efficiency
- Interpersonal skills
- Customer relationship management
- Analytical thinking
- Conflict resolution
- Hiring and training
- Employee training
- Training and development
- Goal setting
- Team development
- Interpersonal communication
- Task delegation
- Quality control
- Employee coaching and mentoring
- MS office
- Data analysis
Certification
HVAC EPA Universal Cert
Timeline
Facility Maintenance Supervisor
S&s Property Management, Peoria
02.2023 - 03.2026
Welder/Maintenance Technician
Adient Inc
04.2022 - 07.2023
Maintenance Technician
PEM Investors
08.2019 - 01.2022
Customer Service Representative
Alorica
01.2016 - 11.2019
Customer Service Representative
Alorica
04.2013 - 06.2016
Customer Support Specialist
Sykes Call Center
10.2010 - 04.2013
Customer Service Representative
AT&T Call Center
01.2007 - 09.2010
Associate of Science -
George C Wallace Community College