Mischelle McCubbin
Walton,KY
Summary
Operations Manager with exceptional customer service skills. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Energetic Customer Service Representative with strong time management skills who thrives in a fast-paced, dynamic environment.
Overview
29
29
years of professional experience
Work History
Operations Manager/Service Manager/Service Writer
Southeastern Equipment Company
Florence, KY
03.2022 - 06.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Orchestrated efficient service schedules to meet need of [Number]+ customers per day in fast-paced [Type] environment.
Parts Specialist
Southeastern Equipment Company
Florence, KY
05.2018 - 06.2024
- Issued parts to technicians to complete customers' repairs.
- Served customers in-store and by telephone to answer questions and place orders.
- Collaborated with service technicians to identify required parts for repairs, minimizing delays and enhancing productivity.
- Provided exceptional customer service by promptly responding to inquiries, resolving issues, and consistently going above and beyond to exceed expectations.
- Stocked storage areas with merchandise from new trucks, following bins system accurately to minimize inventory errors.
- Verified shipments against receipts and provided advice to customers about right type of parts needed for specific projects.
- Advised customers on substitution or modification of parts to replace original manufacturer parts.
Parts Manager
Southeastern Equipment Company
Florence, KY
07.2021 - 03.2022
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.
- Managed warranty claims efficiently by working closely with manufacturers to resolve issues promptly while minimizing financial losses to the company.
- Increased efficiency in the parts department by implementing an improved inventory management system.
- Collaborated with service managers to ensure timely completion of repairs and maintenance, increasing overall customer satisfaction.
- Provided excellent customer service by assisting customers with locating specific parts or guiding them through the ordering process.
- Coordinated with marketing teams to develop promotional materials and advertising campaigns for parts sales, driving increased revenue and brand awareness.
- Created detailed reports on department performance for upper management review, identifying areas of improvement and growth opportunities.
Pick/Pack Associate
Thermo Fisher Scientific Inc.
Florence, KY
08.2014 - 10.2016
- Collaborated with team members to maintain a clean and organized work area, promoting safety and efficiency.
- Reduced product damage by carefully handling items and following company packing standards.
- Ensured timely shipment of orders by prioritizing tasks and meeting daily deadlines.
- Utilized barcode scanners for accurate tracking of inventory movement throughout the warehouse facility.
- Supported continuous improvement initiatives by providing feedback on potential areas of improvement within the pack line processes.
- Adhered to company quality standards while packing products for shipment, ensuring consistent results.
- Quickly resolved any issues that arose during the packing process, ensuring minimal disruptions to overall productivity levels.
- Contributed to inventory control efforts by accurately counting products and reporting discrepancies.
Customer Service Representative
RDI Marketing Services
Milford, OH
04.2012 - 01.2014
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Accurately documented, researched and resolved customer service issues
- Defused volatile customer situations calmly and courteously.
Inventory Control Clerk
Cummins Filtration
Walton, Kentucky
09.2005 - 12.2010
- Counted inventory and processed damaged goods accordingly
- Entered numerical data into databases in a timely and accurate manner
- Produced monthly reports using advanced Excel spreadsheet functions.
Senior Customer Service Representative
Viking Office Products
Hamilton, Ohio
01.1995 - 06.2002
- Effectively managed a high-volume of inbound and outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously.
Education
GED -
Ross Senior High
Ross, Ohio06.1988
Skills
- Skilled in call center operations
- Multi-line phone operation proficiency
- Adheres to customer service procedures
- Strong problem solving aptitude
- Customer interface expertise
- Exceptional workflow management
- Committed to maintaining data integrity
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Staff Training
- Staff Management
Phonecell
(513) 259-5630
Phonehome
(513) 259-5630
Timeline
Operations Manager/Service Manager/Service Writer
Southeastern Equipment Company
03.2022 - 06.2024
Parts Manager
Southeastern Equipment Company
07.2021 - 03.2022
Parts Specialist
Southeastern Equipment Company
05.2018 - 06.2024
Pick/Pack Associate
Thermo Fisher Scientific Inc.
08.2014 - 10.2016
Customer Service Representative
RDI Marketing Services
04.2012 - 01.2014
Inventory Control Clerk
Cummins Filtration
09.2005 - 12.2010
Senior Customer Service Representative
Viking Office Products
01.1995 - 06.2002
GED -
Ross Senior High