Shannon McCook
Forest Hill,TX
Summary
Polite and professional Customer Service Representative/Machine Operator successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
10
10
years of professional experience
Work History
Machine Operator
Dollamur Sport Surfaces
10.2022 - Current
- Enhanced production efficiency by performing routine machine maintenance and troubleshooting issues.
- Reduced downtime by conducting regular equipment inspections and identifying necessary repairs.
- Increased product quality through meticulous monitoring of machine settings and making adjustments as needed.
- Streamlined workflow by maintaining a clean and organized workstation, adhering to safety protocols.
- Collaborated with team members to optimize production processes and improve overall performance.
- Placed orders for materials and equipment with vendors.
- Compiled reports analyzing performance data and presented findings and results.
- Assessed readings from recording instruments, [Type] and other indicators and watched for warning signals.
- Monitored compliance with plant procedures, safety and sanitation protocols as well as government regulation.
- Quickly shut down equipment in emergency situations following protocols.
- Complied with company and OSHA safety rules and regulations.
- Operated machining equipment safely with team of operators.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Contributed to reduced waste generation by implementing recycling initiatives within the workspace.
- Maximized resource utilization through efficient scheduling of machines'' run time while minimizing changeover times.
- Performed preventative maintenance tasks consistently which resulted in fewer breakdowns requiring costly repairs.
- Operated multiple machines simultaneously to meet production requirements.
Picker/Packer
S&S Activewear
08.2021 - 09.2022
- Enhanced order accuracy by meticulously picking items according to packing lists and verifying product information.
- Reduced packing time for orders by efficiently organizing and assembling packages in line with company standards.
- Ensured timely shipment of products by prioritizing urgent orders and coordinating with warehouse team members.
- Increased customer satisfaction by carefully inspecting items for damages or defects before packaging and shipping.
- Sustained a clean and safe working environment by adhering to safety protocols and maintaining an organized workspace.
- Supported inventory control efforts by accurately labeling packages, updating bin locations, and tracking item movements within the warehouse.
- Expedited warehouse operations during peak periods by staying flexible with work hours and assisting colleagues in completing high-priority tasks.
- Maintained compliance with all relevant regulations regarding packaging materials, hazardous goods handling, and waste disposal practices within the facility.
- Strengthened warehouse operations by cross-training in various roles, providing backup support during employee absences or high-volume periods.
- Reduced order fulfillment errors by diligently following established protocols for picking, packing, and shipping procedures.
- Improved team morale by consistently displaying a positive attitude and willingness to assist coworkers in completing tasks as needed.
- Picked and packed order items.
- Kept work areas neat, clean and free from debris.
- Stocked shelves, racks and cases with new or transferred merchandise.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Followed orders precisely for correct items, sizes and quantities.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Greeted customers and directed to requested products.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Moved merchandise using forklifts, pallet jacks and hand trucks.
- Interacted with guests in friendly and knowledgeable way.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Stocked shelves to match planogram images and instructions.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Reviewed order slips, picked products and staged merchandize to be shipped.
- Disposed of damaged or defective items or coordinated returns to vendors for covered items.
- Greeted store customers and discussed needs.
- Supervised and trained new staff in performing census.
- Worked with customers to pack items according to specific desires and requirements.
- Streamlined order processing time by accurately utilizing warehouse management software to update inventory records.
Baler/ Thompson Operator
Allstar Corrugated
08.2019 - 10.2020
- Enhanced baler efficiency by performing routine maintenance and repairs on equipment.
- Improved workplace safety by conducting thorough inspections of baler machinery and addressing potential hazards.
- Streamlined production process with the implementation of efficient baler operation techniques.
- Increased productivity, utilizing expert knowledge in baler settings and adjustments.
- Reduced downtime through proactive troubleshooting and swift resolution of mechanical issues.
- Collaborated with team members for effective communication and smooth workflow during shift operations.
- Maintained accurate records of daily production, inventory, and equipment usage for management reporting purposes.
- Packaged and loaded finished product for customer shipments.
- Calibrated machines to maintain required productivity levels and adherence to quality standards.
- Ensured compliance with industry regulations, adhering to proper waste disposal procedures and recycling guidelines.
- Assisted in training new employees on safe and efficient baler operation practices.
- Promoted a clean work environment by routinely clearing debris from balers and surrounding areas.
- Mitigated risks associated with machine malfunctions through diligent observation of performance indicators during operation shifts.
- Demonstrated adaptability, quickly learning new machinery specifications as needed for diverse baling applications.
- Minimized material loss during baling procedures by expertly handling delicate or challenging items.
- Performed timely preventive maintenance on balers, extending the life of equipment and minimizing unscheduled downtime.
- Assisted with equipment set-up prior to operation and cleaning.
- Maintained organized work area by cleaning and removing hazards.
- Made sure that products were produced on time and are of good quality.
- Met production targets and tight deadlines by collaborating closely with team members.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
- Inspected finished products for quality and adherence to customer specifications.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Inspected products and machines to maintain quality and efficiency.
- Trained new production staff members on safe and efficient production procedures and proper machine operations.
- Assembled products according to changing daily work orders and specific customer needs.
- Adjusted machines to increase productivity for runs.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Performed general equipment maintenance and repair to minimize downtime.
- Prepared reports and technical documentation of day-to-day production processes.
- Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
- Reviewed production schedules and streamlined processes.
Customer Service Representative
Walmart
10.2013 - 02.2015
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Associate of Science -
Tarrant County College South Campus
Fort Worth, TX05.2026
High School Diploma -
Everman High School
Everman, TX06.2012
Skills
- Quality Control
- Forklift Operation
- Automated Assembly
- Materials Management
- Basic Math
- Machinery Operation
- Machinery Cleaning
- Equipment monitoring
- Workplace Safety
- Quality Assurance Controls
- Problem-Solving
- Team Collaboration and Leadership
- Critical Decision-Making
- Work Scheduling
- Time management abilities
- Profit and Loss Control
- Problem-solving abilities
- Scheduling
- Complaint resolution
- Call Management
- Product Knowledge
- Data Entry
- Information Security
- Paperwork Processing
- Data Collection
- Staff education and training
- Call Center Operations
- Store maintenance
- Money handling abilities
- Problem Resolution
- Critical Thinking
- Live chat support
- Call center experience
- Customer Education
- Clerical Support
- Active Listening
- Microsoft Outlook
- Microsoft Excel
- Spreadsheets
- Customer Service
- Staff Training
- Conflict Resolution
- Reading Comprehension
- Conflict Mediation
- Complaint Handling
- Strategic sales knowledge
- Sales closing
Timeline
Machine Operator
Dollamur Sport Surfaces
10.2022 - Current
Picker/Packer
S&S Activewear
08.2021 - 09.2022
Baler/ Thompson Operator
Allstar Corrugated
08.2019 - 10.2020
Customer Service Representative
Walmart
10.2013 - 02.2015
Associate of Science -
Tarrant County College South Campus
High School Diploma -
Everman High School
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