Customer Service Business Operations
Resume:
Terryann English
Miami Gardens, FL *****
*****.*******@*****.***
Summary
Driven Director with experience planning and coordinating all aspects of productions. Proficient in selecting scripts, coordinating writing and supporting directing and editing. Multifaceted leader with talent orchestrating coordination of all records, plans and personnel to accomplish fast-paced work. Methodical Director with 10 years of comprehensive experience overseeing daily operations of corporate company or organization. Hardworking and versatile professional well-versed in executing business strategies, preparing and implementing business plans and overseeing financial performance. Thorough knowledge of market changes and trends paired with strong grasp of corporate finance and performance measures. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations.
Skills
Business Planning
Staff Management
Operations Management
Business Development
Experience
September 2017 - Current
Chic-Fil-A - Fort Lauderdale, FL
Director
Recruited, trained, supervised, evaluated and mentored staff members.
Cultivated and maintained relationships to promote positive work culture.
Managed staff, financials and key performance indicators to facilitate business operations.
Recruited, hired, and trained employees on operations and performance expectations.
Guided and motivated staff to drive maximum performance.
Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
Facilitated collaboration between teams by encouraging open communication channels.
Conducted regular meetings with department heads to review progress on strategic initiatives.
Identified opportunities for improvement in operational performance metrics.
Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
Managed budgeting and financial planning processes for the organization.
Coordinated activities with other departments to expedite work and improve interdepartmental performance.
Generated reports to review data and issue corrective actions for improvements.
Reviewed internal reports and identified areas of risk or potential cost savings.
Assessed employee performance against established benchmarks or targets.
Prepared presentations for board meetings summarizing key developments within the company.
Recommended corrective actions to conform to quality specifications.
Implemented systems for tracking progress on key initiatives or projects.
Built strong referral network to generate new business opportunities.
Implemented and prepared comprehensive business plans to expand business.
Developed and implemented strategic sales plan to accommodate corporate goals.
I took the company to employee of success.
I put the food safety from a 8 to a 2
March 2014 - September 2017
Chic-Fil-A - Union, NJ
Training Manager
Organized and coordinated training sessions for new employees.
Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
Roleplayed various scenarios with teams to build confidence in handling situations.
Monitored progress of trainees through feedback from managers and supervisors.
Identified areas of improvement in existing training methods and procedures.
Facilitated workshops for groups or individuals on topics related to professional development.
Analyzed training needs to develop new programs or modify and improve existing.
Produced reports and maintained training documents to support training activities.
I help gave the company symbol of success
February 2009 - September 2010
McDonald's Restaurant - Newark, NJ
Manager
Monitored staff performance and addressed issues.
Enforced customer service standards and resolved customer problems to uphold quality service.
Coached, mentored and trained team members in order to improve their job performance.
Exercised good judgment and decision-making in escalating concerns and resolving issues.
Provided leadership during times of organizational change or crisis situations.
Trained employees on additional job positions to maintain coverage of roles.
Assigned tasks to associates to fit skill levels and maximize team performance.
Developed and implemented strategies to increase customer satisfaction and loyalty.
Ensured compliance with all applicable laws, regulations, industry standards.
Recruited and hired qualified candidates to fill open positions.
Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Resolved conflicts between employees by providing guidance on company policies and procedures.
Analyzed customer feedback data to develop action plans for improving services offered.
Established processes to ensure efficient workflow throughout the organization.
Created monthly reports for senior management summarizing operational performance metrics.
Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
January 2006 - June 2008
Teleperformance USA - Newark, NJ
Customer Service Representative
Answered customer inquiries and provided accurate information regarding products and services.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Answered inbound calls, chats and emails to facilitate customer service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Developed strong relationships with customers by providing personalized assistance and support.
Consulted with customers to resolve service and billing issues.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
May 2005 - June 2007
Metlife - Somerset, NJ
Clerical Officer
Handled confidential information in a discreet manner.
Provided general clerical support such as photocopying, faxing, scanning.
Provided administrative support to supervisors or management personnel as requested.
Processed incoming and outgoing mail, including sorting, distributing, and preparing for mailing.
Proofread documents prior to distribution ensuring accuracy of content.
Performed data entry functions using computers and various software programs.
Scheduled meetings and appointments for staff members.
Answered telephones, took messages, transferred calls to appropriate personnel.
Directed clients and guests to correct departments, rooms, and staff members.
Prepared documents such as invoices, reports, memos, letters, and other correspondence.
Compiled information from various sources into required formats for use in reports or other documents.
Organized physical files and electronic databases related to client accounts.
Education and Training
January 2007
Essex County College Newark, NJ
Associate of Arts Education
September 2003
Lakewood High School Lakewood, NJ
High School Diploma
Activities and Honors
hanging with my son and my husband
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