Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle McKay

Jurupa Valley,CA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

22
22
years of professional experience

Work History

Owner/Operator

Michelle"s Happy Hour Bling
Eastvale, CA
03.2019 - Current
  • Managed day-to-day business operations.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Created and monitored promotional approaches to increase sales and profit levels.
  • Reconciled daily sales, returns and financial reports in QuickBooks.
  • Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Devised processes to boost long-term business success and increase profit levels.
  • In Charge of Marketing of my business and developing innovative new ways to grow my business.

Receptionist

A & M Ornamental Iron
Corona , CA
04.2015 - 09.2018
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients and updated client records.
  • Resolved customer problems and complaints.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Corresponded with clients through email, telephone or postal mail.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Answered 50+ incoming calls daily to resolve customer issues and schedule appointments.
  • Sorted, received and distributed mail correspondence between departments and personnel.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Supported various administrative duties by proofreading, transcribing and invoicing.
  • Assisted in Accounts Payable and receivables.
  • Managing customer files and archiving all older files.
  • Helped with sister company Gracie candles with Day to Day tasks such as invoicing, taking phone orders, mass mailing of promotions, making and designing product and managing Company booth at trade shows.

Receptionist

Aseptic Solutions
Corona, CA
07.2006 - 02.2015
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed calls accordingly.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Sorted, received and distributed mail correspondence between departments and personnel.
  • Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
  • Scheduled and confirmed appointments and meetings for senior management team.
  • Answered high-volume, multi-line telephone, directing callers to appropriate company personnel.
  • Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
  • Oversaw inventory materials monitoring, requisitions and supply re-stocking.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Aggregated and prepared documentation and reports for office meetings, distribution and filing.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Kept records in CRM to maintain customer data.
  • Drafted professional memos, letters and marketing copy to support business objectives and growth.
  • Liaised with vendors, contractors and professional services personnel to properly process orders.
  • Maintained building security by monitoring logbook and issuing visitor badges.
  • Assisted Human resources in collecting of temporary employees timecards and accessing their hours for payroll.
  • Provided callers with address, directions, company website and related information
  • Maintained confidentiality of information regarding clients and company
  • Coordinated catering and set up conference rooms for corporate and client meetings

Bartender/Day Shift Manager

Michaud's Bar And Grill
Valinda, CA
03.2000 - 01.2004
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers and taking inventory.
  • Supervised and trained staff on preparing and delivering drinks, handling food and money and setting up bar at beginning of shift and breaking down at end of shift to facilitate operations.
  • Oversaw and monitored cash drawers and reconciled drawers against cash register reports at close of business.
  • Trained 3 new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol.
  • Established rules for ejecting problem customers from bar to reduce liability and maintain pleasant environment.
  • Completed accurate inventory records to thwart malicious activities and maintain organized and profitable establishment.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Polished glassware, bussed tables and removed debris to keep customer areas clean.
  • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
  • Assisted servers with specialty drinks orders by preparing on-demand items without delay.
  • Set up bar for operation, obtained cash bank and stocked service bar.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Generated higher ticket averages by training employees on suggestive up-selling techniques.
  • Upsold menu items to customers, driving up per sale revenues and maximizing profits.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Managed accurate register and produced daily sales reports backing up inventory usage numbers.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Completed regular bar inventories and daily requisition sheets and increased sales and profits.
  • Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
  • Decreased waste, following strict recipes and drink measurement protocol.
  • Developed new signature cocktails to support bar marketing brand and increase profits.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands

Customer Service Representative

Internet I Shop
Pomona, CA
06.1997 - 04.2000
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 75%.
  • Promptly responded to inquiries and requests from prospective customers.

Purchasing Assistant

Triple L Distribution
Carson, CA
05.1996 - 08.1996
  • Verified receipt of items by comparing items received to items ordered and resolved shipment order errors with suppliers.
  • Established and managed supplier and vendor relationships.
  • Oversaw purchase order shipments by managing deadlines and cancellation dates.
  • Oversaw supplier related activities and monitored supplier performances.
  • Maintained consistent email communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
  • Standardized inventory quarterly reporting and analysis and instituted corrective action for close-outs and out-of-stock items to keep inventory records current.
  • Maintained complete documentation and records of all purchasing activities.
  • Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
  • Performed monthly reconciliation of open purchasing orders.
  • Communicated frequently with stores and vendors to manage orders and verify revisions on purchase orders.

Education

Associate of Arts - Business Administration

Eldorado Business College
West Covina Ca
1994

High School Diploma -

John A Rowland High School
Rowland Heights, CA
06.1991

Skills

  • Effective Communicator and Public Speaker
  • Executive Leadership
  • Leadership and People Development
  • Visitor and Customer Relations
  • Positive Attitude and Energetic
  • Customer Complaint Resolution
  • Computer Proficiency
  • Call Answering and Routing
  • Greeting and Seating Clients
  • Data Entry and Database Software
  • Administrative and Clerical Support

Timeline

Owner/Operator

Michelle"s Happy Hour Bling
03.2019 - Current

Receptionist

A & M Ornamental Iron
04.2015 - 09.2018

Receptionist

Aseptic Solutions
07.2006 - 02.2015

Bartender/Day Shift Manager

Michaud's Bar And Grill
03.2000 - 01.2004

Customer Service Representative

Internet I Shop
06.1997 - 04.2000

Purchasing Assistant

Triple L Distribution
05.1996 - 08.1996

Associate of Arts - Business Administration

Eldorado Business College

High School Diploma -

John A Rowland High School

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Michelle McKay