Customer Service Store Manager
Resume:
Charllette Johnston
Store Manager - Skilled at training staff to the highest standards of customer service, ensuring increased customer satisfaction, reduced staff turnover rates, and a rise in sales through upselling techniques.
Seattle, WA
**********@******.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer Work Experience
Independent Contractor
Uber - Seattle, WA June 2021 to Present
• Package handling
• Follow routes and strict time schedules
• Load, unload, and prepare delivery vehicle
• Ensure vehicle maintenance on schedule to ensure safety on the road • Collect customer feedback
• Ensure highest level of service was received by customers consistently
District Manager
Dairy Queen - Edmonds, WA June 2021 to July 2022
• Assists in recruiting, training, coaching and disciplining store managers and assistant store managers • Ensures operational efficiency in each store
• Engages customers in a positive and professional manner and assists with customer retention
• Ensures that marketing efforts are consistent across each store in the region
• Assists with setting regional goals such as sales estimates and revenue projections
• Coordinate budgets and marketing efforts to maximize opportunities in each store
• Ensures that the stores under their supervision adhere to company and industry regulations
• Ensures that all stores meet safety and cleanliness standards
• Manages a regional budget and ensuring that each store operates within the budget
• Monitors each store's P&L reports and key performance indicators/metrics
• Addresses operational problems that arise
• Act as the liaison between individual stores and regional leadership
• Travels to store locations for training and follow up, to cover for team members’ time off, or to launch and transition a new store
• Ensures that customer service levels are consistent across stores
• Recognizes potential maintenance issues, safety hazards and make recommendations accordingly
• Other duties as assigned
General Manager
Dairy Queen - Edmonds, WA
August 2019 to June 2021
• Oversee daily operations
• Design strategy and set goals for growth
• Maintain budgets and optimize expenses
• Ensure employees work productively and develop professionally
• Oversee recruitment and training of new employees
• Evaluate and improve operations and financial performance
• Direct the employee assessment process
• Prepare regular reports for upper management
• Ensure staff follows health and safety regulations
• Provide solutions to issues (e.g. profit decline, employee conflicts, etc)
• Successfully implemented new policies and procedures to improve team efficiency
• Plan, coordinate and manage all business operations to achieve set goals.
• Assist in budget preparation and expense management activities.
• Assisted with payroll
• Developed strong relations with customers and vendors on behalf of the organization • Determined staffing and scheduling requirements
• Trained and mentored all staff
• Increased customer satisfaction rating by 22% in 2 months
Guest Service Lead
Pilot Flying J - Tumwater, WA July 2018 to March 2019
• Guest Service Lead
Pilot Flying J Express - Tacoma, WA
July 2018 to March 2019
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Tracked inventory
• Provided exceptional customer service
• Performing P&L analysis
• Ensured that customer expectations were met
• Conducted meetings with subordinate employees
• Maintained effective vendor relationships
• Updated payroll records by entering changes in exemptions and accurate time keeping records
HHA - Home Health Aide
Private party/individual - Olympia, WA January 2013 to May 2018
• Provided around the clock care for a critically ill patient
• Prepared meals three times a day following strict diet restrictions
• Ran errands such as bank, grocery store, and post office as needed
• Helped with personal activities such as bathing, dressing, and grooming • Light housekeeping
• Provided transportation as needed to appointments and outdoor activities
General Manager
Baileys Motor Inn - Olympia, WA March 2005 to February 2013
• Highest level of customer service
• Scheduling
• Cash control and management
• Recruiting, training and employee development • Employee reviews
• Ensure consistent guest satisfaction
• Oversee all hotel operations
• Lead regular hotel briefings and meetings with upper management
• Ensure safety of employees and guests
• Analyze and create reports
• Resolved guest complaints in a timely manner
• Developed strong relations with customers and vendors on behalf of the organization • Trained and mentored all staff
• Created an effective orientation program
• Determined staffing and scheduling requirements
• Ensured all staff upheld the highest company standards
Assistant Manager
Wendys Int. - Olympia, WA August 2000 to February 2005
• Assisted team members with delivering friendly, knowledgeable service by applying proactive monitoring and corrective action strategies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands. • Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
• Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.
• Supervised associates by providing direction and instruction for stocking shelves, rotating stock and receiving deliveries.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Handled customer service by dealing with complaints, organizing stock and answering customer questions.
• Supervised payroll corrections for accuracy and duplications.
• Coached team on effective upselling and cross-selling methods.
• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
Education
Associate's degree in Psychology
South Puget Sound Community College - Tumwater, WA
September 2012 to June 2015
High school or equivalent in GED
SPSCC - Tumwater, WA
March 2000 to September 2000 Skills
• Scheduling
• Training
• Interviewing
• Customer Service (10+ years) • Food Safety
• Inventory Management
• Microsoft Office (10+ years)
• Labor Cost Analysis
• Profit & Loss
• Employee Evaluation (5 years) • Microsoft Excel (5 years)
• Microsoft Word
• Schematics
• Merchandising
• Planograms
• Office Management
• Yardi
• DocuSign (1 year)
• Property Management
• Typing (10+ years)
• Payroll
• Expense Management
• Bookkeeping
• Retail management
• Social media management
• Logistics (2 years)
• Budgeting
• Time management
• Hospitality
• Employee relations
• Accounting
• Hotelogix (7 years)
• Microsoft Outlook (10+ years) • Hotel management
• Hotel experience
Languages
• English - Expert
Certifications and Licenses
Driver's License
April 2021 to July 2026
Washington State Driver License
Food Handler
April 2022 to April 2024
MAST Permit
Food Handler Certification
Assessments
Food Safety — Highly Proficient
July 2020
Proper food handling, storage, and equipment use for preventing the spread of foodborne illness. Full results: Highly Proficient
Food Safety — Highly Proficient
July 2020
Proper food handling, storage, and equipment use for preventing the spread of foodborne illness. Full results: Highly Proficient
Management & Leadership Skills: Impact & Influence — Highly Proficient
August 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Highly Proficient
Management & Leadership Skills: Planning & Execution — Highly Proficient
August 2020
Planning and managing resources to accomplish organizational goals Full results: Highly Proficient
Supervisory Skills: Motivating & Assessing Employees — Expert
August 2020
Motivating others to achieve objectives and identifying improvements or corrective actions. Full results: Expert
Customer Focus & Orientation — Expert
August 2019
Responding to customer situations with sensitivity. Full results: Expert
Work Style: Reliability — Highly Proficient
April 2019
Measures a candidate's tendency to be dependable and come to work. Full results: Highly Proficient
Food Service: Customer Situations — Expert
August 2020
Ensuring customer satisfaction, prioritizing tasks, and suggesting products in a food service setting. Full results: Expert
Retail Customer Service — Highly Proficient
July 2020
Comprehending and responding to retail customer needs. Full results: Highly Proficient
Verbal Communication — Highly Proficient
August 2020
Speaking clearly, correctly, and concisely Full results: Highly Proficient
Customer Service Manager — Highly Proficient
August 2020
Managing customer service representatives and resolving customer issues Full results: Highly Proficient
Office Manager — Highly Proficient
December 2020
Scheduling and budgeting Full results: Highly Proficient
Management & leadership skills: Impact & influence — Highly Proficient
August 2021
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Highly Proficient
Work style: Reliability — Expert
March 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Expert
Work style: Conscientiousness — Expert
June 2021
Tendency to be well-organized, rule-abiding, and hard-working Full results: Expert
Delivery driver — Expert
February 2022
Interpreting instructions or signs and solving problems Full results: Expert
Project timeline management — Highly Proficient
October 2021
Prioritizing and allocating time to effectively achieve project deliverables Full results: Highly Proficient
Food service fit: Crew member — Highly Proficient
January 2021
Measures the traits that are important for successful food service crew members Full results: Highly Proficient
Workplace safety — Highly Proficient
May 2022
Using safe practices at work Full results: Highly Proficient
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