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
City of Industry, CA
03.2020 - 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)
City of Industry, CA
09.2013 - 03.2020
- 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
Buena Park, CA
02.2012 - 09.2013
- 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.
Santa Fe Springs, CA
05.2008 - 02.2012
- 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
03.2020 - Current
SERVICE SUPERVISOR
Yale/Chase Equipment & Services (Acquired by Papé Material Handling)
09.2013 - 03.2020
PARTS COUNTER PERSON / DISPATCHER
Industrial Forklifts of So Cal
02.2012 - 09.2013
BILLER / DISPATCHER
Material Handling Supply Inc.
05.2008 - 02.2012