Customer Service
Resume:
Gayla Elwick
Bellevue, NE 68123
***********@*****.***
WORK EXPERIENCE
Director of Operations
Fisher Management, Inc./Subway - Ames, IA
August 2003 to November 2021
After three months on the job, was promoted from Sandwich Artist to Director of Operations. Responsibilities included:
• Provided administrative oversight to eight Subway Stores and 75+ employees and managers
• Recruited, interviewed, hired, trained and coached staff at all levels
• Handled customer complaints and provided appropriate solutions and alternatives
• Communicated new products to all levels of staff and management
• Ensured adherence to all company policies and procedures
• Sales and profitability in multi units thru knowledge, continued training, and follow up
• Food safety standards followed on a daily basis
• Cleanliness of all locations and follow up on project assignments
• Cash control and banking procedures followed and executed on a daily basis
Regional Training Manager
Hardee's - St. Louis, MO
June 1984 to March 2003
Advanced from Shift Leader to Regional Training Manager over a 19.5-year timeframe. Responsibilities included:
• Provided tools and coached staff to provide outstanding customer service to guests - including how to handle customer complaints -how to coach staff to improve customer service -how to use resources to enhance guest experiences
• Training-Continuing Education-Hands on Coaching-Serv Safe classes to all levels of crew and management
• Instruction of a variety of classes from inventory and ordering to understanding your leadership style and how to adjust your style to meet the needs of your crew
• Staffing-Recruiting-Retention-Performance Standards of crew and management
• Sales and profitability goals reached and exceeded
• Communicated changes in procedures and ensured proper training of new products
• Inventory control and ordering
• Scheduled crew and management to meet customer needs and labor budget
• Cash control and banking procedures and standards met on consistent basis
EDUCATION
Iowa Central Community College - Webster City, IA
August 1982 to May 1984
Associate in Arts (AA) in Business
Metro Community College – Omaha, NE
August 1986 to May 1987
(variety of classes)
SKILLS
• Customer Service
• Recruitment, interviewing, hiring, training and coaching of staff and management
• Met and exceeded revenue goals/Loss Prevention
• Shift and Operations Management
• Profit and Loss
• Budgeting
• Human Resources
• Food Safety
• Payroll
• Process Improvement
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