Mikal Muhammad
Belleville,IL
Summary
Seasoned Service Manager bringing over eleven years of United States Army and Bi-State Development Agency experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
15
15
years of professional experience
Work History
Transit Service Manager-Radio Dispatcher
Bi-State Development Agency
12.2022 - Current
- Resolved customer complaints in professional and timely manner.
- Spoke with customers to discuss service needs and offer available solutions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Resolved overnight and weekend escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with other departments to build rapport and trust for continued customer patronage and satisfaction.
- Maintained team productivity and quality of service by maintaining clear benchmarks within my department.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Defined clear targets and objectives and communicated to other team members.
- Monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees within my department to boost company morale and promote employee retention.
Quartermaster and Chemical Equipment Repairer
United States Army Reserve
01.2013 - Current
- Championed safety initiatives in the workplace, leading to a significant reduction in accidents.
- Ensured seamless communication between different stakeholders involved in the logistical process, promoting transparency and accountability throughout the organization.
- Managed cross-functional teams effectively, fostering collaboration between various departments involved in logistic operations.
- Updated logs, coordinated documents and wrote detailed reports.
- Implemented quality control measures to maintain high standards of equipment maintenance and repair services.
- Checked and replenished inventory to maintain optimal operations.
- Collaborated with department heads to forecast demand accurately, ensuring adequate stock levels at all times.
- Coordinated with multiple departments to facilitate smooth logistics operations and timely deliveries.
Bus Operator
Bi-State Development Agency
05.2016 - 12.2022
- Maintained full understanding of local roads and traffic patterns
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety
- Transported passengers safely along prescribed routes according to tight schedules
- Accepted and processed fares
- Assisted distressed passengers and notified dispatch of bus location and passenger symptoms
- Answered questions from passengers with respect and accuracy, providing information about fares, schedule details and baggage stowing
- Performed regular bus inspections and checked all major systems, including brakes, steering and windshield wipers
- Contacted dispatchers and company mechanics to report vehicle issues and other problems
- Conducted pre-trip inspections of bus for safe operation
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria
- Obeyed federal, Illinois, and local traffic laws and regulations to enable safe transportation outcomes for participants.
Cable Installation Technician
Charter Communications, Spectrum
04.2015 - 05.2016
- Demonstrated equipment capabilities to customer and responded to questions and complaints
- Installed data and telephone cable lines between outside underground or pole lines and residential and commercial buildings
- Tested cables using tools such as volt-OHM meters, spectrum analyzers and signal level meters
- Completed new connects, reconnects, disconnects and service changes for residential and commercial customers
- Assembled communication equipment such as wiring, switching equipment and power apparatus
- Collaborated with other workers and customers to resolve issues of deficient communications connections
- Connected components to exterior cable systems and tested connections for adequate power and functional links
- Repaired and updated equipment to conform to company-wide standards
- Provided training on use, troubleshooting and calibration of equipment
- Performed troubleshooting of systems with techniques such as speed and ping tests
- Operated equipment, vehicles and tools with optimal safety procedures to prevent injuries
- Coordinated installation of new users and relocations of existing users
- Installed and configured new devices and system components
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution
- Read blueprints and schematics to correctly place equipment.
Assistant Manager
Family Dollar
06.2009 - 10.2014
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs
- Reduced financial discrepancies by monitoring monetary transactions, including credit card sales and deposits
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Planned team-building exercises to increase employee performance and job satisfaction
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
Skills
- Accurate recordkeeping
- Employee Relations
- Team Collaboration and Leadership
- Customer Service Management
- Traffic Law Adherence
- Documentation And Reporting
- Positive Attitude
- Multitasking and Organization
- Service Scheduling
- Customer Service
- Conflict Resolution
- Team Leadership
Timeline
Transit Service Manager-Radio Dispatcher
Bi-State Development Agency
12.2022 - Current
Bus Operator
Bi-State Development Agency
05.2016 - 12.2022
Cable Installation Technician
Charter Communications, Spectrum
04.2015 - 05.2016
Quartermaster and Chemical Equipment Repairer
United States Army Reserve
01.2013 - Current
Assistant Manager
Family Dollar
06.2009 - 10.2014
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