Manager Customer Service
Resume:
DIANA HAGGERTY
** ********* **. ******** **. ****1
**************@*****.***
HIGHLY-QUALIFIED MANAGEMENT PROFESSIONAL
ServSafe Certification valid through 2010
HARDWORKING AND INNOVATIVE MANAGER offering well-developed organizational skills, excellent training abilities,
and a strong business sense. Multi-task, prioritize, and delegate responsibilities as needed to increase efficiency
and meet established deadlines. Committed to building a positive rapport with all levels of staff and the general public.
Remain in compliance with all safety and security policies.
PROVEN STRENGTHS
* Recruiting and hiring procedures * All aspects of a new product launch
* Marketing and merchandising * Development of incentive programs
* Continuous staff development and training * Balancing of daily cash, deposits and sales
* Accurate reporting of P&L statements * Proper filing techniques
* Fundraising * Quality assurance
TECHNICAL SKILLS
Microsoft Excel and Word, FileMaker Pro, Clearview, Internet navigation, and email correspondence
AFFILIATION
Former Member: New London Chamber of Commerce
RELATED WORK HISTORY
TIM HORTONS, Plainfield and Vernon, CT
Manager, 2004–2010
Successfully managed all aspects of high-performing store, including staff oversight, budgeting and financials, public relations, special promotions, and regulatory compliance.
* Made excellent customer service a top priority. Performed daily walk-thru’s to gain customer perspective and responded to questions and concerns in a timely manner.
* Reduced drive-thru window time from 42 seconds to 24 seconds. Visited other stores to troubleshoot unacceptable drive-thru speeds.
* Developed and implemented staff training. Facilitated team meetings. Created a store newsletter to inform employees of new products, store focuses, and new hires which became the model for other locations.
* Monitored waste and made required adjustments. Inspected, cleaned and sanitized, and maintained equipment.
* Served as District Coach. Met with other store managers to relay new products, company focuses, and marketing ideas. Followed up weekly with each manager and reported out to district managers.
* Managed one of five top New England stores to increase sales by 15% over a previous year
* Recipient of Tim Horton’s Always Fresh Baking Award – 2008
BESS EATON COFFEE AND BAKE SHOP, Norwich, CT
Assistant Manager, 2000–2004
Fully supported the store manager. Built a strong store team through comprehensive training, positive motivation, and mentoring.
* Scheduled labor according to sales, and made adjustments accordingly.
* Addressed concerns quickly before problems developed. Worked to resolve existing problems to the customers’ satisfaction to retain business, while keeping the corporation’s best interest in mind.
* Recorded sales and labor. Completed daily paperwork.
ADDITIONAL EMPLOYMENT
NORWICH MARTIAL ARTS CENTER, Norwich, CT
Owner / Operator, 1991–1999
Set up, fully staffed, and operated martial arts school as a profitable business serving up to 200 students. Center designated in 1995 as Cheezic International Tang Soo Do Federation School of the Year.
* Interviewed and hired instructors, provided comprehensive training, and implemented programs to meet instructor and student needs.
* Provided students with the information and tools needed to reach attainable goals.
* Managed marketing and advertising to attract new business.
EDUCATION AND TRAINING
Associate Degree in Liberal Arts and Sciences
Quinebaug Valley Community College, Danielson, CT
Completed the following training courses and certifications:
Situation Leaders Program (2008), Connecticut Labor laws Seminar (2008), Sexual Harassment (2006), Hiring for Success (2005), CPR and First Aid (1999)
VOLUNTEER WORK
Tim Horton’s Children’s Foundation Raised money to benefit children through various fundraisers
Meriden Daffodil Festival Volunteered at two day event to raise money for breast cancer research
Station Fire Ride Raised scholarship money for children of victims of The Station fire
Warm Hearts Warm Hands Collected warm clothing for people served by Access Agency
Putnam and Norwich D.A.R.E. Assisted in program development and fundraising
Kicking for Diabetes Developed “Kick-A-Thon” to raise money to battle diabetes
Locked up for MDA Simulated arrest to make bail in donations
World Special Olympics Trained and coached martial arts participants
QVCC Special Olympics Warmed up participants and monitored stretching exercises
The Hole in the Wall Gang Solicited advertising, performed at events, and sold tickets
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