Malik Drakes

Customer-focused professional with experience in remote customer service, operations support, technical troubleshooting, and fast-paced production environments. Skilled at handling high-volume inbound inquiries, resolving customer concerns with empathy, documenting service updates, and coordinating across teams to keep work moving. Dependable, organized, and comfortable working independently from home while delivering accurate support and a positive customer experience.

Customer Service Representative - The Toledo Blade - Toledo, OH

(2023-01)

• Provide customer support for high-volume service inquiries while maintaining professionalism, patience, and accuracy.
• Resolve customer concerns through clear communication, active listening, and practical problem-solving.
• Document customer interactions, service updates, and account information to keep records accurate and organized.
• Coordinate with internal departments to support timely issue resolution and consistent service follow-through.
• Balance multiple customer requests in a fast-paced environment while keeping the customer experience positive.
• Work independently in a remote setting while staying dependable, organized, and responsive.

CNC Operator - Ohio Precision Products - Toledo, OH

(2023-01)

• Operate and monitor CNC production equipment while following detailed procedures and quality standards.
• Troubleshoot machine and process issues quickly to reduce downtime and keep workflow moving.
• Set up dies for new parts, complete coil changes, and assist with repairs/maintenance when equipment goes down.
• Collaborate with supervisors and team members to prioritize work, meet production deadlines, and maintain efficiency.
• Use strong attention to detail, safety awareness, and technical problem-solving in a high-responsibility environment.

CAD Technician / Production Scheduler - Riker Products - Toledo, OH

(2018-01 - 2023-12)

• Coordinated production schedules and workflow priorities to support efficient operations and customer expectations.
• Communicated with multiple departments to keep projects on schedule and resolve issues before delays occurred.
• Managed technical documentation, CAD-related records, and organized project details with accuracy.
• Supported process improvements and workflow optimization to help the team work more efficiently.
• Built strong organizational and multitasking skills while balancing competing priorities.

Mechanical Engineering Coursework - University of Toledo (2018-01 - 2020-12)

High School Diploma - Bowsher High School (2018-05)

Engineering & CAD Program - Toledo Technology Academy