Customer Service Call Center
Resume:
Dawn French
Lakeland, Florida 33810
Mobile Phone: 1-863-***-****
Email: ************@*****.***
OBJECTIVE
I am interested in a challenging career with a successful company.
WORK EXPERIENCE
Self-employed
January 2022- Current
eCommerce
Lakeland, FL
eBay Store
I started working alongside my husband with his ebay store. I drafted listings and completed the drafts with pictures so they could then be listed on eBay for customers to buy our goods. I also ensure the correct amount of goods are being sold.
Resource Manager
December 2017- December 2021
GC Services
Lakeland, FL
Call Center
I started working at GC Services as a call center employee. I answered inbound calls in the fraud department along with helping customers with fraudulent calls. Then, I was promoted to resource manager helping the fraud department with their work, ensuring agents were working instead of avoiding work. I also had reports to complete in a timely manner.
Restaurant Manager
June 2017- November 2017
Camran Foods
Lusaka, Zambia
Food Service
I worked at a restaurant named Steers. It is a fast food restaurant that served burgers and chicken. I was the manager of the restaurant working my way up to be operations manager for all the Steers restaurants in the company. Running the restaurant included having control of stocks and employees. I had to make sure the gross profit stayed on target along with making sure the customers were getting quality meals with quality service everytime they visited us. With the help of my team, we ensured quality, cleanliness and customer service
Counselor and Feeding Officer
May 2017 – November 2017
Fountain of Hope
Lusaka, Zambia
Orphanage
I worked with a team of counselors to help improve the lives of the children. We had daily group sessions teaching them different aspects in life to help improve their lives. We also had individual counseling sessions to help each individual case in areas that need improving.
I worked in the kitchen with the other feeding officers and children to help serve lunch to the children at the orphanage and the homeless.
Manager
January 2017 – March 2017
Brooks University
Lusaka, Zambia
Education
I was the manager at an upcoming university. I managed day to day operations such as marketing, enrolling students, timetables for students and staff, payment schedules, cleanliness and infrastructure of the school and any other business that occurred.
Self Employed
November 2016 – April 2017
Lusaka, Zambia
Baker
I was doing my own business making cupcakes from home. I sold to the independent shops in surrounding area.
Manager
March 2016 – October 2016
Engen Industrial
Lusaka, Zambia
Retail
I was working as the manager for Engen Industrial. I was the manager over the Quick Shop and Corner Bakery. I placed orders and conducted stock takes. I trained the staff on the Dynamic Service, which is Engen’s customer service policy. With the help of my team, we ensured quality, cleanliness and customer service.
Operations Manager
January 2016-March 2016
The Lodge at Sunset Villas
Lusaka, Zambia
Hospitality
My responsibility was maintaining operations of the lodge by stock control, training, supervising employees, quality control and ensuring we followed operational procedures
Operations Manager
March 2015-December 2015
John Dory’s
Lusaka, Zambia
Food Service
John Dory’s is a casual dining restaurant. My responsibility was maintaining operations of the restaurant by stock control, training, supervising employees, quality control and ensuring we followed operational procedures,
Manager
August 2014 – December 2014
Engen Industrial and Engen PHI
Lusaka, Zambia
Retail
I was working as the manager for Engen Industrial and Engen PHI. I was the manager over the Quick Shop, Fuel Attendants and Corner Bakery. I placed orders and conducted stock takes. I trained the staff on the Dynamic Service, which is Engen’s customer service policy. With the help of my team, we ensured quality, cleanliness and customer service.
Center Manager, Trainer and
Milky Lane Brand Manager
November 2011- July 2014
Fortune Foods Ltd
Lusaka, Zambia
Food Service
At first I was hired to be the center manager at Makeni Mall. I was the overall manager for Nando’s, Debonairs and Milky Lane. It was the same experience as working in Innscor as center manager. In September 2011, I became the trainer for the Famous Brands shops, Debonairs, Steers and Milky Lane. I would train all the employees and managers in the shops. I would prepare employees to open new shops. I would also go open the shops with them as support. I was also in charge of the menu matrix. I would enter recipes into the Aura system and update any information required. Then, in November 2013, I became the Milky Lane Brand Manager. I am involved in the development of the Milky Lane Brand’s long term planning that identifies new business opportunities. I work closely with distribution partners and marketing to obtain relevant information, including the development and implementation of brand audit studies. I monitor and analyze business performance. I work with marketing to coordinate the development of communication materials to promote the brand. I travel internally to ensure the brand maintains its standards throughout the country. I manage the status of projects, product testing and the evaluation of external agencies. I manage the profit and loss of the brand. I work closely with the teams to get the results that are required to run the brand efficiently.
Complex Manager/ Trainer/ HR Assistant
January 2011 – November 2011
Innscor Zambia Limited
Lusaka, Zambia
Food Service
I was supervising 30 employees in 3 different restaurants. I was the overall manager in the complex. I handled issues that the shop managers could not handle. I oversaw the gross profits along with the trading profit. My duties included ordering, verifying paperwork, insure everyone is on task, limiting theft issues, and insure quality standards are upheld according to procedures. I implemented rules and standards to keep the complex running at high quality. I trained all the employees for Innscor. I hired and handled other human resource matters that came my way. Also, I helped the other complex managers and the managing director where needed.
Quality Control Manager
October 2009- January 2011
Capital Fisheries Limited
Lusaka, Zambia
Food Service
My duties include checking the quality of all the products that are delivered to the facility, as well as checking the quality of our products in the different shops. I am also in charge of packaging materials. I issue them into production and order them when they are low in number. I help the warehouse manager control stocks and oversee the production. I help load and offload trucks. I help in marketing and wherever there is a problem with the quality of our products. I am the overseer of the HACCP program.
Fresh Foods Manager
May 2009-September2009
Shoprite Manda Hill
Lusaka, Zambia
Food Service
I was the overseer of the bakery, hot deli, cold deli, and fish shop. I placed orders and received them when they arrived. I was the team leader in production, customer service, cleanliness, and quality of products in all these departments. I also controlled stocks.
Manager Trainee
April 2008- March 2009
Mc Donald's
Lakeland, Florida, USA
Food Service
My duties included customer service, cash handling, cooking, cleaning, computer knowledge, and preparing food. I was training to become a manager. Therefore,. I needed the knowledge of every position in the restaurant.
Emergency House Mother
May 2003- March 2009
Women's Care Center
Bartow, Florida, USA
Nonprofit Charitable Organization
My duties included securing the premises at night by locking all the doors and windows and switching the alarm on. I also handed the medicines to the women that needed them, overlooked their chores, wake the women in the morning, conduct nightly devotions and handle emergencies. Being a house mother is not a career easy to describe. There are plenty of duties that are not thought of. The most important duty was making sure the women follow the rules and complete chores in a timely manner and oversee them drinking their medicines, if needed. The house mother makes the premises secure at night for the safety of the women. This is a Christian based organization; therefore, the house mother was in charge of nightly devotions.
First Assistant Manager/ Manager Trainer
February 2007- March 2008
Sonic Drive-In
Mulberry, Florida, USA
Food Service
I was the team leader of 15-20 employees. The career consisted of training all employees and managers. I certified the employees in Sevsafe. I also trained them the proper way to serve customers. This position also required inventory, ordering goods, scheduling employees, cash handling, customer service, preparing food, cleaning, stocking, computer knowledge and maintaining quality for the customers.
Deli Supervisor
November 2006- January 2007
Spar
Lusaka, Zambia
Food Service
The career consisted of supervising employees, cooking, cleaning, ordering, inventory, training and customer service.
Accountant Assistant/ Call Center
November 2005- February 2006
AMPM Door Service
Lakeland, Florida, USA
Door Repair Service
I helped the accountant with accounts receivable data entry. I also worked in the call center as a customer service representative.
Store Manager
December 2004- October 2005
Subway
Lakeland, Florida, USA
Food Service
I was the team leader of 10-15 employees. The career consisted of supervising employees, training, hiring, terminating, ordering goods, inventory, cash handling, cleaning, cooking, computer knowledge and paperwork.
Assistant Manager Trainee
October 2003- April 2004
7-11
Lakeland, Florida, USA
Retail
This career consisted of customer service, cash handling, ordering, cleaning and training to be an assistant manager.
Assistant Manager
June 1992- October 2003
KFC
Lakeland, Florida, USA
Food Service
I was the team leader of 20-30 people. The career consisted of customer service, supervising employees, hiring, terminating, ordering, inventory, cash handling, cleaning, cooking, training, computer knowledge and paperwork. I was also training to become a store manage.
EDUCATION
July 2016 – Current
Greater Grace Bible College
Lusaka, Zambia
Major- Theology
I have some college coursework completed
August 1994- November 1997
Florida Southern College
Lakeland, Florida, USA
Major- Music Education
High School Graduate
Harrison Center for the Visual and Performing Arts
August 1990 – June 1994
Lakeland, Florida, USA
References
Frank Rivera-Acosta
GC Services
Crystal Short
United Food Service
Contact this candidate