MICHELLE MAPP
New Haven
Summary
Versatile and hardworking professional with over 8 years of combined experience in warehouse operations, customer service, technical support, and property management. Proven success working in Amazon Fulfillment and general warehouse roles. Skilled in order fulfillment, inventory handling, packing, and shipping. Reliable, safety-conscious, and dedicated to maintaining accuracy and speed in high-demand environments.
Organized professional with superior work ethic and team player attitude. Exceptional quality control and inspection abilities. Commended for honesty, hard work and positive attitude. Comfortable standing for long periods of time and safely lifting heavy loads.
Physically fit General Laborer effective at completing projects and tasks on schedule. Consistently follows through with all orders and instructions. Works well in team setting to complete all job related duties, maintain safe working conditions and adhere to OSHA regulations.
Overview
25
25
years of professional experience
Work History
Warehouse Associate (Seasonal/Temp)
Amazon Fulfillment Center (DXH5)
North Haven
09.2024 - 06.2025
- Picked, scanned, and packed customer orders using Amazon's internal systems.
- Labeled and sorted packages to meet routing requirements for on-time delivery.
- Met and exceeded daily performance goals while standing and lifting for extended periods.
- Adhered strictly to Amazon safety and quality control procedures.
Property Manager
Augusta Lock Storage
Augusta
09.2019 - 08.2024
- Handled leasing, customer service, tenant move-ins/outs, and day-to-day site operations.
- Maintained tenant relations and managed rent collections and service requests.
- Developed and implemented effective leasing strategies to maximize occupancy rates.
- Maintained accurate records of financial transactions including rent collections, security deposits, and other income sources.
- Analyzed market conditions regularly to identify opportunities for improving operational efficiency.
- Established policies regarding tenant relations and enforcement of rules and regulations within the properties.
- Organized regular meetings between owners and tenants to discuss any issues or concerns they may have.
- Developed marketing plans to promote vacant units through various channels such as online listings or print media ads.
- Participated in industry conferences and events in order to stay abreast of new technologies related to property management practices.
- Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
- Negotiated leases, rental agreements, and other contractual documents related to property management activities.
- Prepared monthly reports detailing financial performance data such as revenue growth, expenses incurred.
- Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.
- Advised owners on potential improvements or investments that could increase the value of their properties.
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Processed evictions when necessary in accordance with state laws and procedures.
- Ensured that all rent payments were collected on time by following up with delinquent tenants.
- Implemented cost-cutting measures where appropriate in order to reduce overhead costs without compromising quality standards.
- Monitored market trends to ensure competitive pricing structures for units under management.
- Managed all maintenance requests from tenants in a timely manner.
- Provided guidance and support to junior team members in order to facilitate their professional development.
- Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
- Coordinated with vendors for the procurement of services such as repairs, renovations, landscaping.
- Coordinated with maintenance and contractors to promote timely turnovers after move-outs.
- Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
- Facilitated tenant paperwork processing and verification.
- Completed lease applications and verifications, notifying prospects of results.
- Handled resident complaints and expedited maintenance requests.
- Collected monthly assessments, rental fees, deposits and payments.
- Worked with on-site and remote service providers to support tenants requesting accommodations.
- Drafted and monitored budgets for overall maintenance and operations.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Oversaw and monitored preventative maintenance and energy management inspections and programs.
- Responded to tenant maintenance requests according to agreed conditions for building functionality.
- Updated tenant and unit information to keep current in housing database.
- Built relationships with service vendors and submitted associated billing statements.
- Implemented rental payment policies and pursued delinquent accounts via phone calls and personal visits.
- Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
- Exercised direct supervision over property staff.
- Collected rent from tenants to pay maintenance and repair costs and other expenses.
- Investigated and resolved property complaints and violations to foster pleasant living environment for residents.
- Met with prospective tenants to show property and assess applications or sign leases.
- Managed day-to-day activities involving tenants, subcontractors and property management.
- Recommended clarifications and changes in program policies to director of property management.
Technical Support Representative
Apple
Augusta
03.2015 - 06.2023
- Provided phone and chat-based tech support for connectivity, email, and VoIP issues.
- Logged detailed service notes and escalated unresolved issues.
- Maintained professionalism while troubleshooting real-time user problems.
- Monitored customer feedback to ensure high levels of satisfaction.
- Created reports on customer complaints and feedback for management review.
- Provided technical assistance to customers through phone, email and chat support.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Diagnosed system errors and implemented solutions to resolve them.
- Performed regular maintenance checks on customers' systems.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Assisted customers with installation of new hardware and software applications.
- Recommended upgrades or additional features that could enhance user experience.
- Resolved escalated customer service issues in a timely manner.
- Participated in special projects as assigned by management team.
- Identified potential areas for improvement in existing products or services.
- Provided training and guidance to junior staff members as needed.
- Documented all activities related to technical support including processes, updates, changes made.
- Developed system documentation, user manuals, FAQs, troubleshooting guides.
- Troubleshot customer inquiries related to software and hardware issues.
- Served as first point of contact for incoming technical service calls and emails.
- Demonstrated advanced product knowledge to solve customer issues.
- Supported customers with online billing, access, and account issues.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Participated in after-hours on-call rotation for critical support needs.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Updated customer information and account status in the database following each interaction.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Maintained up-to-date case documentation for future reference.
- Used remote login tools to assist clients with technical and product questions.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Conducted remote diagnostics to identify and solve technical problems.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Guided customers through step-by-step solutions in a clear and concise manner.
Correctional Officer
South Carolina Department of Corrections
03.2019 - 05.2023
- Ensured safety, security, and supervision of inmates in accordance with facility policies.
- Conducted routine inspections and supported rehabilitation programming.
- Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
- Conducted regular cell inspections looking for evidence of drug use or other prohibited items that could pose a threat to security.
- Developed individualized treatment plans for each inmate based on assessments of their mental health needs.
- Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
- Collaborated with outside agencies such as social workers, psychologists, and probation officers when necessary.
- Responded to emergency situations such as riots or disturbances with appropriate force measures.
- Provided guidance and counseling services to help inmates adjust to their new environment and develop life skills needed upon release from prison.
- Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
- Administered first aid when required due to injury or illness sustained by an inmate while under supervision.
- Conducted searches of inmates, cells, and prison grounds to detect contraband or illegal activities.
- Transported prisoners between facilities or court hearings using secure vehicles equipped with restraints.
- Reviewed incident reports submitted by subordinates concerning violations of policy or procedure observed during shift changes.
- Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
- Served as liaison between families of inmates ensuring they were kept informed about their loved ones' progress in custody.
- Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
- Investigated incidents involving prisoners or staff to determine who was responsible for any violations of policies or procedures.
- Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
- Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
- Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
- Inspected cells and conducted random searches of common areas.
- Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
- Participated in the development and implementation of escape prevention plans and emergency evacuation procedures.
- Managed conflict and negotiated resolutions between inmates to prevent violence and ensure the safety of all individuals in the facility.
- Applied non-violent response tools and physical restraint during problematic situations.
- Informed inmates and visitors of rules, safety and security procedures and responsibilities.
- Maintained clear and open communications with facility areas to support safe operations.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct, and signs of conflict.
- Maintained inmate logs and entered information into electronic offender record systems for regulatory monitoring.
- Reviewed housing assignments and reassigned inmates to meet allocation and safety needs.
- Supervised residents during meal distribution and intake, recreation time and work-site performance.
- Processed inmate intake and re-assignment by completing paperwork, conducting searches and recording fingerprints.
- Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
- Oversaw public areas and grounds to verify cleanliness and inmate safety.
- Escorted inmates within the facility, including to and from cells, medical appointments, and recreational activities.
- Received property from incoming inmates, provided receipts and inspected items for contraband.
- Coordinated activities with inmates to stimulate learning and skill development for life after incarceration.
- Employed de-escalation techniques, verbal commands, and physical and mechanical restraints to address unruly inmates.
- Responded to emergencies and incidents, such as fights or attempted escapes, using appropriate restraint techniques.
- Supervised offender work assignments and evaluated performance for compliance with standard regulations.
- Conducted searches of inmates and visitors to prevent the smuggling of contraband.
- Implemented rehabilitation programs aimed at reducing recidivism among inmates.
- Assisted in the processing of new inmates, including taking photographs, collecting personal information, and explaining facility rules.
- Inspected cells and other areas for contraband and safety hazards.
- Enforced institutional policies and procedures to maintain order and security within the correctional facility.
- Operated security control systems to monitor entrances, exits, and movement within the facility.
Front Desk Representative
Days Inn
Augusta
09.2019 - 03.2023
- Managed reservations, guest check-ins/check-outs, and complaint resolution.
- Organized office files, answered phones, and helped maintain front desk operations.
- Provided concierge services such as arranging transportation or making dinner reservations for guests.
- Maintained an up-to-date knowledge of hotel services, amenities, rates and special offers.
- Assisted with check-in and check-out procedures by confirming reservations and collecting payment information.
- Performed general administrative duties such as filing documents, typing correspondence and managing inventory levels.
- Greeted customers in a friendly and courteous manner.
- Maintained accurate records of guest information, including contact details and preferences.
- Ensured that all front desk areas were clean, organized and stocked with necessary supplies.
- Created detailed reports on occupancy levels, room availability and other relevant data.
- Communicated effectively with team members to ensure smooth workflow throughout the day.
- Processed room bookings through the hotel reservation system.
- Assisted other departments with various tasks when needed or requested.
- Trained new employees on proper front desk operations, customer service standards and company policies.
- Monitored security cameras to ensure safety of guests and staff members.
- Conducted regular inspections of public areas for cleanliness and maintenance needs.
- Monitored lobby activities to ensure safety regulations were being followed at all times.
- Completed daily shift reports detailing any issues or incidents that occurred during the shift.
- Handled cash transactions accurately according to established policies and procedures.
- Verified customer identification and processed payments for services rendered.
- Provided guests with hotel amenities, such as maps, directions, local attractions and restaurant recommendations.
- Answered incoming calls, directed callers to appropriate personnel and took messages as needed.
- Resolved customer complaints in a professional manner while ensuring their satisfaction was met.
- Managed lost and found items efficiently by logging them into the system immediately upon receipt.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Monitored reservations to track incoming parties and special events.
- Conducted transactions, confirming patient information, and processing according to standard protocol.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Created and optimized employee schedules for shift coverage.
- Helped patrons find entertainment and sporting events, making reservations, and enhancing customer experience.
- Arranged special accommodations for guests to enhance visitor experiences.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed customer complaints and rectified issues to complete satisfaction.
- Facilitated successful front desk operations for high-volume hotel.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Welcomed large volume of guests and improved overall customer service.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Input customer data into reservation systems and updated to reflect room changes.
- Reviewed safety, health, and sanitation processes throughout areas and enforced rules to promote security and safety.
- Maintained important files, running reports, and delivering updates on occupancy and revenue.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Assisted guests at check-in, providing information on various services within hotel.
Customer Service Manager
Walmart
Wallingford
04.2010 - 01.2015
- Developed policies and procedures related to customer service operations.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Provided exceptional customer service to ensure customer satisfaction.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Monitored staff performance to ensure adherence to customer service standards.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Receptionist Administrator
Community foundation
New Haven
05.2000 - 11.2012
- Assisted with coordination of events including booking venues, catering services.
- Ordered office supplies as needed and maintained inventory records.
- Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
- Assisted with administrative tasks such as data entry into company databases.
- Maintained reception area cleanliness and tidiness.
- Supported HR team by conducting new hire orientations or onboarding sessions for new employees.
- Provided assistance with payroll processing when needed.
- Adhered to company policies regarding confidentiality of sensitive information.
- Scheduled maintenance visits for office equipment such as computers or printers.
- Maintained an organized filing system for all employee records in compliance with legal regulations.
- Ensured that reception area is kept safe at all times by monitoring security cameras.
- Created spreadsheets to track customer information such as contact details and preferences.
- Responded promptly to emails from customers and other departments within the organization.
- Participated in regular training sessions related to customer service best practices.
- Compiled monthly expense reports for senior management review.
- Provided support for executive staff members by scheduling appointments and organizing travel arrangements.
- Coordinated meetings between internal departments and external partners and clients.
- Scheduled appointments and maintained calendars for staff members.
- Prepared documents such as reports, memos, letters, contracts, using Microsoft Office Suite applications.
- Created presentations using Microsoft Office software applications.
- Organized daily office operations such as filing paperwork, ordering supplies, and setting up meeting spaces.
- Processed invoices using accounting software programs like QuickBooks or Sage 50 Accounting Solutions.
- Greeted visitors and customers warmly, offering refreshments as appropriate.
- Developed strong relationships with vendors in order to secure favorable pricing for office supplies.
- Managed the distribution of incoming mail, faxes, and packages.
- Obtained and processed payments from clients for products and services.
- Received parcels, routed mail and opened packages for staff.
- Handled diverse needs for clients in-person, by phone or through email.
- Managed office cleaning and sanitizing to comply with infection control protocols.
Education
Business Administration -
Strayer University
High School Diploma -
James Hillhouse High School
New Haven, CTSkills
- Amazon Fulfillment & Logistics
- Order Picking
- Packing
- Labeling
- Inventory Control
- Stock Replenishment
- Shipping/Receiving
- Pallet Wrapping
- Call Center
- Tech Support
- CRM Systems
- Microsoft Office Suite
- Conflict Resolution
- Multitasking
- Safety Compliance
- Cleanliness Compliance
- Order fulfillment
- Safety compliance
- Inventory management
- Package logistics
- Quality assurance
- Customer relations
- Problem solving
- Time management
- Team collaboration
- Conflict resolution
- Communication skills
- Attention to detail
- Performance tracking
- Process improvement
- Data entry
- Freight labeling
- Material handling
- Cost reduction
- Quality control
- Inventory transport
- Heavy lifting
- Loading and unloading
- Wrapping and boxing
- Workplace cleanliness
- Load handling
- Invoice verification
- Logistics
- Equipment operation
- Operations support
- Supply chain
- Lifting and sorting
- Pallet building
- Labeling and boxing
- Assembly and production
- Quantity calculations
- Warehouse organization
- Excellent driving record
- Warehouse logistics
- Order picking
- Cardboard baling
- DOT regulations
- Trash collection
- Inventory control
- Order picking and processing
- Basic math
- Product verification
- Warehouse safety
- Merchandise staging
- Warehouse environment safety
- Barcode scanning
- Inventory counting
- Warehouse tools operation
- Shipping and receiving
- Record preparation
- Pallet jack operations
- Pallet jacking
- Problem-solving
- Cycle counting
- Stock control
- Route deliveries
- Inventory organization
- Complex Problem-solving
- Environmentally controlled storage
- Leadership and team building
- Purchase order verification
- Materials handling and transport
- Packaging and labeling
- Damage control
- Warehouse operations
- Cycle counts
- Shipping documentation
- Equipment maintenance
- Unpacking merchandise
- Truck processing
- Pallet jack handling
- Shipment palletization
Timeline
Warehouse Associate (Seasonal/Temp)
Amazon Fulfillment Center (DXH5)
09.2024 - 06.2025
Property Manager
Augusta Lock Storage
09.2019 - 08.2024
Front Desk Representative
Days Inn
09.2019 - 03.2023
Correctional Officer
South Carolina Department of Corrections
03.2019 - 05.2023
Technical Support Representative
Apple
03.2015 - 06.2023
Customer Service Manager
Walmart
04.2010 - 01.2015
Receptionist Administrator
Community foundation
05.2000 - 11.2012
Business Administration -
Strayer University
High School Diploma -
James Hillhouse High School