Customer Service Quality Assurance

Diana Jones

Memphis, TN ***** ad5t5s@r.postjobfree.com 224-***-****

Customer-centric leader with over 14 years of expertise in retail operations, sales, and team management, specializing in driving profitability and exceeding performance targets. Adept at overseeing and developing teams of shift supervisors and assistant managers to optimize operational efficiency and ensure exceptional customer experiences. Skilled in recruitment, training, and motivation to foster high-performing teams committed to delivering results. Demonstrated success in improving store operations, increasing sales, and reducing costs through strategic planning and execution. Proactive problem-solver with a focus on streamlining processes and enhancing customer engagement. Skills

Retails Operations Management Team and Shift Management Inventory Control Conflict Management

Quality Assurance Project Management

Performance Management Continuous Service Improvement Professional Experience

McDonald's, Memphis TN

Area Supervisor 01/2021 - Current

Responsible for running profitable restaurants with a team of General Managers, while meeting critical quality standards and operational targets.

• Manage a team of 2 General Managers, 3 Assistant Managers and 150+ store employees across 2 McDonald’s restaurants.

• Worked strategically with team of General Managers to set restaurant goals and develop plans to achieve the operational and financial objectives.

• Identified barriers to operational execution and provided resources to overcome barriers and grow the business.

• Supervised, motivated, and led employees to maintain productivity and customer service levels.

• Managed the execution of new initiatives, products, and equipment launches.

• Worked actively with the Chief Operations Officer to identify and implement service improvement opportunities.

• Ensured proper staffing levels per restaurant managed and implemented measures to retain and grow talent in our organization.

• Implemented programs to build sales through promotional or operational programs.

• Completed monthly cash and security audits using necessary corrective actions when policies were not being followed.

STARBUCKS COFFEE COMPANY, Memphis TN

Store Manager 11/2011 - 11/2020

Responsible for leading a team of 30-50 partners on achieving store’s operational and financial objectives.

• Delivered exemplary customer service to all customers by acting with a customer comes first attitude and connecting with the customer.

• Resolved customer complaints and reported issues to senior management.

• Provided coaching and reinforced standards to foster superior performance from crew members and others throughout organization.

• Created and coordinated shift-based inventory receiving, auditing, and restocking.

• Created training manual for employees to use as reference guide.

• Evaluated, reconfigured, and performed equipment maintenance to support operational goals.

• Supervised, motivated, and led employees to maintain productivity and customer service levels.

• Upheld company standards and compliance requirements for operations and cleanliness.

• Coordinated daily shift changes to facilitate tasks and handle special needs or requests. Diana Jones

P a g e 2

• Created plan with operational changes and company initiatives for implementation.

• Conducted one-on-one coaching sessions with team members resulting in reduced lost time and workplace accidents.

• Implemented continuous improvement programs to increase productivity, improve quality and reduce costs.

• Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.

• Managed inventory tracking and physical inventory counts to minimize loss. Education & Professional Development

DeVry University, Naperville IL

Associate of Applied Science: Health Information Technology 11/2012 Hamburger University

Graduated: 11/2023

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