Hands-on Operations & Customer Service Pro

Michael Kleinhans

Gansevoort, NY *****

****************@*****.***

+1-518-***-****

Work Experience

Machine Operator

NAMIC / MEDLINE-Glens Falls, NY

May 2025 to Present

Manual assembly of medical priducts, using various machines in a clean room environment. Documentation and sign off of all items and tasks performed for specific work order. Quality Assurance and inventory accountability.

Customer Service Representative/Sales

Bells Treasures-Ballston Spa, NY

February 2015 to Present

• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction

• Conducted product demonstrations and presentations to potential customers, effectively highlighting key features and benefits

• Negotiated pricing agreements with clients to maximize profitability while maintaining competitive market positioning

• Identified new business opportunities through market research, competitor analysis, and networking events

• Trained new team members on product knowledge, sales techniques, and company policies/procedures

• Resolved customer complaints or concerns in a timely manner while maintaining positive relationships with clients

Warehouse Associate

Morris One Source Lightning (Divirsitech)-Queensbury, NY November 2024 to June 2025

Shipping Department. Checking orders for accuracy, correction of inaccurate orders, packing, shipping, and accountability for all products leaving the warehouse. Picker/Packer

Cardinal Health-Durham, NC

March 2023 to February 2024

• Operated warehouse equipment to safely load, unload, and transport materials

• Maintained accurate inventory records by conducting regular cycle counts and reconciling discrepancies

• Picked and packed orders with high attention to detail, ensuring accuracy in product selection and packaging

• Utilized computer systems to track inventory levels, update stock locations, and generate shipping labels

• Performed quality control checks on outgoing shipments to ensure products met customer specifications

• Safely stored hazardous materials according to OSHA regulations and company guidelines

• Maintained a clean and organized work area to promote safety and productivity

• Assisted in the training of new warehouse employees on proper procedures for handling materials and operating equipment

• Closely followed all safety protocols when handling heavy machinery or working at heights Cashier/Customer Service

Walgreens-Saratoga Springs, NY

May 2021 to June 2022

• Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments

• Maintained a balanced cash drawer at all times, reconciling discrepancies promptly

• Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns

• Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed

• Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs

• Handled exchanges or refunds according to company policies while providing excellent service to dissatisfied customers

• Contributed ideas for improving checkout processes or enhancing customer experience based on feedback from customers or colleagues

• Maintained knowledge of current promotions, sales events, and store policies to provide accurate information to customers

• Maintained confidentiality of sensitive financial information during transactions

• Developed rapport with regular customers by remembering their preferences and providing personalized service

Machine Operator/Assembler/pallet repair

Rehrig Pacific/CTPS-Saratoga Springs, NY

March 2008 to July 2019

High reach forklift operation, loading and unloading materials from icoming/outbound trailers according to safety regulations.

Pallet jack operation.

Sorting and cleaning of material. Machine operation and maintenance. Pallet disassembling and repair.

Inventory management.

Assembly Worker/Machine Operator

JONDO-Malta, NY

September 2015 to December 2015

• Temporary production work for an online digital image framing company.

• Assembled products according to established specifications, ensuring high quality standards were met

• Performed quality checks on completed assemblies to identify any defects or issues, making necessary adjustments or repairs

• Maintained a clean and organized work area to promote efficiency and safety in the assembly process

• Collaborated with team members to meet production goals and deadlines in a fast-paced manufacturing environment

• Adhered to all safety regulations and guidelines while operating machinery and handling hazardous materials

Landscape Laborer

Malta Asphalt Lawn and Landscape-Ballston Lake, NY May 2014 to November 2014

Seasonal Position

General Landscaping duties. Mowing, string trimming, debris removel, etc Customer service.

Crew Transport

Halcon-Renzenberger-Saratoga Springs, NY

May 2009 to September 2010

• Transported railroad crews safely and efficiently to various locations, ensuring on-time arrival

• Maintained a clean and well-maintained vehicle, conducting regular inspections and reporting any issues

• Adhered to all traffic laws and regulations while operating the vehicle, prioritizing safety at all times

• Communicated effectively with dispatchers to coordinate pick-up and drop-off schedules for railroad crews

• Managed paperwork accurately, including trip logs, mileage records, and fuel receipts

• Assisted crew members with loading and unloading of equipment or luggage as needed

• Provided excellent customer service by addressing any concerns or requests from the crew members during transportation

• Demonstrated strong navigation skills to ensure efficient routes were taken based on crew destinations Taxi Driver

Saratoga Taxi-Saratoga Springs, NY

November 2006 to May 2008

• Provided safe and reliable transportation services to passengers in a timely manner

• Maintained a clean and well-maintained vehicle, ensuring passenger comfort and satisfaction

• Demonstrated excellent knowledge of local roads, traffic patterns, and alternative routes to optimize travel time

• Effectively communicated with passengers to ensure a positive experience and address any concerns or special requests

• Managed cash transactions accurately and efficiently, providing receipts when required Taxi Driver

Capitaland Taxi-Saratoga Springs, NY

August 2005 to November 2006

Driver and dispatcher for local Taxi company.

Safe driving, cash management, multitasking. Customer Service. Navigation and Computer Skills Customer Service Supervisor/Traing Development Supervisor Reserve America / Ticketmaster-Ballston Spa, NY

July 2000 to July 2005

• Developed and implemented comprehensive training programs for new hires, ensuring consistent onboarding and knowledge transfer

• Designed and delivered engaging training materials, including presentations, manuals, and e-learning modules

• Conducted regular assessments to evaluate the effectiveness of training programs and made necessary adjustments for continuous improvement

• Provided one-on-one coaching and mentoring to employees seeking additional support or development opportunities

• Supervised a team of 18 customer service representatives in a high-volume call center environment

• Implemented new training program for customer service representatives, resulting in an 20% increase in first-call resolution rate

• Created and maintained standard operating procedures for the call center, ensuring consistent and efficient handling of customer inquiries and complaints

• Monitored calls for quality assurance purposes, providing feedback and coaching to improve representative performance

• Managed escalated customer issues, resolving complex problems while maintaining a high level of professionalism and empathy

• Conducted regular team meetings to communicate updates, share best practices, and address any concerns or challenges faced by the team members

Pool maintenance and repair

Wiseway Pool Service-Phoenix, AZ

June 1995 to August 1998

Cleaning and maintenance of commercial and residential accounts. Accountable for maintaining chemistry to acceptable heath code levels. Repair of malfunction systems pumps, heaters, motors, automatic cleaning systems. Shift Manager

Taco Bell-Bend, OR

October 1994 to February 1995

• Managed daily operations of a fast food restaurant, overseeing a team of 10 employees

• Monitored inventory levels and placed orders to replenish stock as needed, minimizing waste and reducing costs.

• Ensured compliance with health and safety regulations at all times, conducting regular inspections and implementing corrective actions when necessary

• Resolved customer complaints promptly and effectively, maintaining high levels of customer satisfaction

• Maintained accurate financial records including cash handling procedures, daily sales reports, and inventory tracking sheets

Medical parts manufacturing

Education

Liberal Arts & Sciences (1 semester college)

Adirondack Community College-Queensbury, NY

September 1992 to March 1993

High school diploma

Saratoga Springs High School-Saratoga Springs, NY

September 1988 to June 1992

High school diploma or GED

Some college

Skills

• Marketing

• Field service

• E-learning (training delivery method)

• Video conferencing software

• Retail math

• Experience with individuals with mental health conditions

• Grilling

• Operating systems

• Communication skills

• Manufacturing

• Data entry

• Leadership

• Observations (needs assessment method)

• Customer relationship building

• Maintenance

• Crisis management

• Restaurant experience

• Typing

• Online assessment tools

• Electric pallet jack

• Interpersonal skills

• OKRs

• Delivery driver experience

• Soft skills training (employee development activity)

• Computer skills

• Phone etiquette

• Diversity and inclusion instruction

• Cross-training (employee development activity)

• Assembly

• Inventory control

• Landscaping

• Logistics

• Simulation (teaching method)

• Package delivery

• Automotive parts and accessories knowledge

• Order entry

• Micrometer

• Instructor-led training (training delivery method)

• Clerical experience

• Peer review (performance management method)

• Role-playing (training delivery method)

• Order shipping

• Packaging

• Return on investment (ROI) (training evaluation method)

• Knowledge tests (training evaluation method)

• Leadership development instruction

• Career development conversations (needs assessment method)

• Team building (staff training program)

• Skill gap analysis

• Job shadowing (employee development activity)

• Employee engagement program (employee development activity)

• Workplace integrity (staff training program)

• 360-degree feedback (performance management method)

• Faculty and staff mentoring

• Manufacturing facility

• E-learning platforms

• Pallet Jack

• Collaborative technology platforms

• Networking facilitation (employee development activity)

• Lawn care

• Time management

• Appointment scheduling

• Office experience

• Computer operation

• Continuous improvement

• Basic math

• Administrative experience

• Hand tools

• Organizational skills

• Materials management

• Real estate law

• Coaching (employee development activity)

• Shift management

• Windows

• Self-assessments (training evaluation method)

• Inventory records

• Schematics

• Teaching

• Restaurant management

• Manual handling

• Personal protective equipment (PPE) use

• Van driving

• English

• Lead generation

• Pool Maintenance

• Microlearning platforms

• Heavy lifting

• Situated learning (learning theory)

• Cash register

• Critical incident analysis (needs assessment method)

• GPS

• Prospecting

• Working on construction projects

• Budgeting

• Management

• Equipment repair

• Real-time recognition program (performance management method)

• Employee orientation

• Customer service training (staff training program)

• Participant feedback (training evaluation method)

• Electrical experience

• Task prioritization

• HVAC

• Technical Proficiency

• Behaviorism (learning theory)

• Continuous feedback system (performance management method)

• Workplace ethics (staff training program)

• Carpentry

• Video training (training delivery method)

• On-the-job training (training delivery method)

• Social learning theory application

• Technical skills instruction

• Training evaluation forms (needs assessment method)

• Greeting customers

• RF Scanner

• Warehouse Experience

• Basic life support

• Audio-based learning tools

• Cultural competency training (staff training program)

• Manufacturing company experience

• Customer support

• Cooking

• Performance improvement planning

• Employee surveys (needs assessment method)

• Career path planning (employee development activity)

• Load & Unload

• Team building

• Competency assessments (needs assessment method)

• Learning analytics (training evaluation method)

• Guest relations

• Computer literacy

• Team management

• Procurement management

• POS systems

• Retail sales

• Simulation tools

• Maintaining patient confidentiality

• Stocking

• Performance reviews

• Microsoft Excel

• Professional email communication

• Diversity, equity and inclusion (DEI) seminars

• Mechanical troubleshooting

• Goal setting (performance management method)

• Physical inventory counts for inventory management

• Microsoft Office

• Power tools

• Retail management

• Merchandising

• Forecasting

• Masonry

• Productivity software

• Property maintenance

• Attention to detail

• Analysis skills

• Sourcing

• Dispatching

• Landscape maintenance

• Outside sales

• Mechanical knowledge

• Customer service

• Store management

• Dealership experience

• Conflict resolution training (staff training program)

• File organization

• Mentoring

• Skills assessment

• Post-training surveys (training evaluation method)

• Calipers

• Coaching (training delivery method)

• Team training - Largest team size trained (More than 60 employees)

• Job-specific skills training (staff training program)

• Compliance training programs

• Freight Experience

• Leadership training (staff training program)

• Packing

• Emergency scheduling

• Organizational climate assessments (needs assessment method)

• Competency-based evaluation (performance management method)

• Climbing

• Leadership development initiative

• Self-assessments (needs assessment method)

• Microsoft Teams

• Account management

• Plumbing

• Client interaction via phone calls

• Behavioral assessments (needs assessment method)

• Construction painting

• Materials Handling

• Managing customer accounts

• Measurement (quality control)

• Focus groups (needs assessment method)

• Performance improvement plan management

• Negotiation

• Excel data analysis

• Logistics inventory management

• Culinary experience

• Individual development plans (IDPs) (employee development activity)

• Sales training

• Facilities maintenance

• Follow-up evaluations (training evaluation method)

• Customer communication

• Cycle counting inventory management

• Delivery driving

• Retail sales transactions

• Phone communication

• Phone call management

• Microscope proficiency

• Outdoor work

• Dimensional measurements

• Microsoft Word

• Shipping & Receiving

Awards

High Impact Award

September 2004

Award given to outstanding achievement towards company goals. Received for my retention of the Boundary Waters Canoe Area Wilderness contract and 5 year renewal. Certifications and Licenses

Driver's License

October 2024 to October 2029

Class D. Own my own vehicle and insured.

Forklift Certification

January 2020 to April 2023

Split fork and high lift truck. 44 feet max height Electric Pallet Jack Certification

Pallet Jack Certification

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