Michelle Mullins
Summary
Operations Manager turned Customer Service Representative who thrives in high pressure situations. I am skilled in customer satisfaction and problem resolution. Versed in planning daily operations, inbound and outbound calls, and inventory management. Excellent at building relationships with team members and vendors. I am a quick study and eager to learn more about District programs and services as well as community resources.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Sage Network & Communications
Camarillo, CA
06.2022 - Current
- Provide excellent service and attention to customers when face-to-face or through phone conversations
- Prioritized and organized tasks to efficiently accomplish service goals
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Displayed strong telephone etiquette, effectively handling difficult calls
- Coordinate with third party vendors to assist in customer resolution
- Maintained updated knowledge through continuing education and training
- Maintained detailed records of customer interactions, transactions and comments for future reference
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Mentored junior team members and managed employee relationships
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Representative
Tri County Services
Camarillo, CA
06.2021 - 06.2022
- Collected deposits or payments and arranged for billing
- Developed strong relationships with customers by providing personalized assistance and support
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Educated customers on special pricing opportunities and company offerings
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Provided excellent customer service to resolve customer complaints in a timely manner
- Answered inbound calls, chats and emails to facilitate customer service
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
General Manager
Burger Lounge
Sherman Oaks, CA
04.2018 - 06.2021
- Evaluate existing operations with expectations to improve cash flow and implement corporate changes
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management
- Manage onboarding, progressive discipline, quarterly reviews, and other tasks under human resources with emphasis on coherence with state and federal laws
- Collaborate with Learning and Development Field specialists to enhance operations and elevate productivity
- Implement superior food and safety measures within the culinary side of our operation
- Optimize profits by controlling food, beverage and labor costs on a daily basis
- Build sales forecasts and schedules to reflected desired productivity targets
- Manage accounts payable, accounts receivable and payroll
- Communicate well and used strong interpersonal skills to establish positive relationships with guests and employees.
General Manager
STACKED, LLC
Thousand Oaks, CA
01.2016 - 04.2018
- Optimize profits by controlling food, beverage and labor costs on a daily basis
- Build sales forecasts and schedules to reflected desired productivity targets
- Manage accounts payable, accounts receivable and payroll
- Communicate well and used strong interpersonal skills to establish positive relationships with guests and employees.
Manager/ Operating Partner
PF Changs, PFCB
Southern CA and Orem, UT
01.2006 - 01.2015
- Improved annual productivity by 4 percent
- Performed restaurant walk-throughs to gauge timeliness and excellent service quality
- Build sales forecasts and schedules to reflected desired productivity targets
- Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines
- Scheduled and directed staff in daily work assignments to maximize productivity
- Developed and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives
- Performed checkouts of servers and bartenders to ensure that all tickets were accounted for
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.
Regional Trainer/ Opening Teams
Islands Restaurants
Northern and Southern CA, CA
09.1997 - 12.2005
- Conducted classrooms teaching Islands culture, food and beverage specifics, and service standards
- Efficiently resolved problems or concerns to the satisfaction of all involved parties
- Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions
- Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines
- Ensured proper cleanliness was maintained in all areas of the bar and front of house
- Performed checkouts of servers and bartenders to ensure that all tickets were accounted for
- Developed and maintained a staff that provided hospitable, professional service while adhering to policies and business initiatives
- Worked as a liaison between operations and the training department to ensure all restaurants executed cohesively in Islands standards as well as food and beverage service.
Education
Long Beach State University
Skills
- Inbound and Outbound Calling
- Ability to handle fast-paced environment
- Problem Resolution
- Reliable, punctual and committed to customer service
- Works well under pressure
- Proficiency in inventory and ordering
- Client Relations
- Appointment Scheduling
- Staff Scheduling
Languages
Spanish, Limited
Timeline
Customer Service Representative
Sage Network & Communications
06.2022 - Current
Customer Service Representative
Tri County Services
06.2021 - 06.2022
General Manager
Burger Lounge
04.2018 - 06.2021
General Manager
STACKED, LLC
01.2016 - 04.2018
Manager/ Operating Partner
PF Changs, PFCB
01.2006 - 01.2015
Regional Trainer/ Opening Teams
Islands Restaurants
09.1997 - 12.2005
Long Beach State University
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