Shift Manager and Customer Service Professional

Brooke Thornburg

Elizabethton, TN ***** +1-423-***-**** ***************@*****.***

Professional Summary

Resourceful Shift Manager with 3+ years of experience leading teams in high-volume environments, specializing in customer service, staff management, and process improvement. Skilled in remote communication, scheduling, and training. Oversaw hiring and performance evaluations for teams of up to 10 employees. Currently pursuing a Psychology degree and seeking remote customer service roles.

Willing to relocate to: Elizabethton, TN

Work Experience

Shift Manager

McDonald's Johnson City, TN

November 2022

• Managed a fast-paced environment, ensuring smooth operations during high-volume shifts to maintain efficiency

• Resolved customer issues quickly and professionally, achieving high customer satisfaction ratings

• Developed and implemented strategies to improve productivity and streamline processes, resulting in reduced wait times

• Conducted performance evaluations for team members and provided targeted training, increasing team effectiveness

• Maintained high standards of quality control to ensure customer satisfaction and compliance with company policies

• Oversaw the hiring process, including interviews and selection of new team members, improving team quality

• Scheduled staff and managed shift coverage to meet business needs, reducing understaffing incidents

• Utilized basic math and computer skills for cost management and reporting, supporting accurate financial tracking Food City Bakery

K-VA-T Food City Elizabethton, TN

February 2012 to July 2014

• Assisted customers with orders, managed inventory, and handled all monies from the bakery department to ensure accurate transactions

Customer Service Representative

ACT Johnson City, TN

April 2010 to May 2012

• Answered inbound calls to help customers troubleshoot issues, resolving concerns efficiently to improve satisfaction Education

Psychology (Sophomore)

Nashville State Community College

January 2022 to March 2025

GED

Carter county adult education Elizabethton, TN

August 2004 to October 2005

High school diploma or GED

Skills

Hiring and onboarding Store management Supervising experience Food service Inventory management Process improvement Staff scheduling Computer literacy Hospitality Restaurant management Leadership Training and development Quality control Customer service Client interaction via phone calls Task prioritization Microsoft Outlook Certifications and Licenses

ServSafe

March 2023 to Present

Food safety qualification.

Driver's License

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