Customer Service Crew Member

BRYANT BROOKS

**** ********* *** ********, ** ***34

****************@*****.*** / Home 901-***-**** Cell 901-***-****

SUMMARY

Customer-oriented Store Manager offering over 20 years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops, and manages team of store associates and assistant managers.

SKILLS

Pricing Strategies

Multitasking and Organization

Payroll Management

Staff Supervision

Customer Service

Store Opening and Closing Procedures

Documentation and Reporting

Recruiting and Hiring

Employee Supervision and Motivation

Inventory Management

Shift Scheduling

Store Merchandising

Policies and Procedures

Team Building and Leadership

Verbal and Written Communication

Cash Management

Store Operations Oversight

Cost Reduction

Recruitment and Hiring

Customer Service Management

Focus and Follow-Through

Team Leadership

Mathematical Calculation and Reasoning

Policy Development and Enforcement

Process Improvements

Management Team Building

Employee Motivation

Problem Anticipation and Resolution

Staff Development

Goal Setting

Quality Assurance

EXPERIENCE

Store Manager / Wendy’s Restaurant - Memphis, TN 03/2004 - Current

Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.

Managed inventory tracking and physical inventory counts to minimize loss.

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

Generated repeat business by responding to customer concerns with friendly and knowledgeable service.

Oversaw inventory management through cycle counts, audits, and shrinkage control.

Strengthened workflow productivity by hiring, managing and developing top talent.

Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.

Answered product questions with up-to-date knowledge of sales and promotions.

Monitored employee performance and identified performance gaps for corrective action.

Showcased and built visually appealing displays and signs to encourage customers to buy specific products.

Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.

Established store tactics and strategies to achieve operational performance and sales goals.

Updated and maintained store signage and displays.

Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.

Evaluated store performance and incorporated feedback to implement improvement plans.

Oversaw storewide merchandising benchmarks to maintain operational excellence.

Identified operational issues and implemented appropriate process improvements to promote workplace safety and productivity.

Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.

Preserved product quality by maintaining stockrooms and disposing of damaged items.

Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.

Reviewed customer feedback to make operational improvements and promote satisfaction.

Shift Manager / Dixie Queen - MEMPHIS, TN 06/1999 - 04/2004

Upheld company standards and compliance requirements for operations.

Positioned skilled staff in key areas throughout shift to optimize department productivity.

Documented receipts, employee hours and inventory movement.

Enhanced operations and boosted productivity through employee training, coaching and assignments.

Coached employees on interactions with customers to drive exceptional service.

Directed and led employees and team members on effective operations, methods, and procedures.

Managed daily cash intake by counting out registers and tabulating profits.

Helped employees accomplish tasks during peak periods.

Reinforced rules to promote superior employee performance.

Reported employee behavioral issues, losses, and customer complaints to upper-level management.

Reviewed financial statements to meet targets during shift.

Communicated with other shift managers to facilitate continuum of customer service.

Coordinated shift workers for inventory receiving auditing and restocking.

Directed employees through daily routines.

Handled customer complaints, questions, and inquiries.

Managed cash positions and made bank deposits.

Counted out cash drawers at end of each shift and logged profits into computer system.

Managed inventory and ordered new products when inventory was running low.

Cross-trained in every store role to maximize operational knowledge.

Trained new employees on company policies, procedures, techniques, and customer service standards.

Promoted products, increasing customer base and market share.

Crew Member / Krystal’s Restaurant - MEMPHIS, TN 05/1995 - 04/1999

Kept restaurant lobby, front counter, and restrooms neat and clean throughout shift.

Wiped down tables and equipment, swept and refilled stock.

Packed fast food products in approved containers, cups, and bags.

Prepared quality products while maintaining portion control and presentation within service goal times.

Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.

Drove team success by quickly completing assigned tasks.

Upheld high standards of productivity and quality in operations.

Stocked shelves and cases with new or transferred items.

Organized and restocked supplies to support operations and team productivity.

Packaged menu items into bags or trays and placed drink orders into carriers.

Interacted pleasantly with guests to deliver quality customer service.

Restocked supplies removed trash and cleaned areas.

Maintained order of customer and crew member work areas.

EDUCATION AND TRAINING

High School Diploma 05/1997

EAST HIGH SCHOOL - Memphis, TN

REFERENCES

References available upon request

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