MICHELE MARTIN
Santa Fe Springs,CA
Summary
Service Operations Leader with 15+ years of experience managing dispatch, customer relationships, technician performance, billing processes, and operational efficiency within the material handling industry. Recognized for building high-performing teams, improving service delivery, streamlining workflows, and driving accountability while maintaining customer satisfaction.
Overview
18
18
years of professional experience
Work History
SERVICE SUPERVISOR
Papé Material Handling
2020.03 - Current
- Direct daily operations for 35 field technicians, 10 shop technicians & 5 office team supporting customer equipment needs.
- Performance evaluations, hiring support, on boarding, and employee development.
- Monitor work order management (WIP), dispatch efficiency, billing performance, and preventive maintenance completion.
- Partner with customers, technicians, parts, sales, and management teams to improve operational outcomes.
- Coordinate fleet maintenance and company vehicle repairs to minimize downtime.
- Support accounts receivable efforts and customer issue resolution.
SERVICE SUPERVISOR
Yale/Chase Equipment & Services (Acquired by Papé Material Handling)
2013.09 - 2020.03
- Managed dispatch operations and service scheduling for technicians and customer accounts.
- Improved communication between customers, technicians, and management teams.
- Supported operational initiatives focused on productivity, service quality, and billing performance.
- Maintained strong customer relationships and resolved escalated service concerns.
- Coordinate fleet maintenance and company vehicle repairs to minimize downtime.
- Support accounts receivable efforts and customer issue resolution.
- Processed invoices, coordinated dispatch activities, and maintained customer records.
PARTS COUNTER PERSON / DISPATCHER
Industrial Forklifts of So Cal
2012.02 - 2013.09
- Parts ordering, inventory coordination and customer support.
- Supported dispatch operations and ensured timely response to customer requests.
- Contributed to revenue growth through repeat customer business and strong service delivery.
- Processed invoices, coordinated dispatch activities, and maintained customer records.
BILLER / DISPATCHER
Material Handling Supply Inc.
2008.05 - 2012.02
- Processed invoices, coordinated dispatch activities, and maintained customer records.
- Assisted with accounts receivable activities and administrative support functions.
- Built long-term customer relationships through responsive communication and service.
Skills
- Service Operations Management
- Team Leadership & Employee Development
- Dispatch & Workforce Planning
- Customer Relationship Management
- Process Improvement & Operational Excellence
- Accounts Receivable Support
- Billing & Work Order Management
- Conflict Resolution
- Fleet & Asset Coordination
Timeline
SERVICE SUPERVISOR
Papé Material Handling
2020.03 - Current
SERVICE SUPERVISOR
Yale/Chase Equipment & Services (Acquired by Papé Material Handling)
2013.09 - 2020.03
PARTS COUNTER PERSON / DISPATCHER
Industrial Forklifts of So Cal
2012.02 - 2013.09
BILLER / DISPATCHER
Material Handling Supply Inc.
2008.05 - 2012.02