Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

ANGIE WILLIAMS

Killeen,TX

Summary

Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Manager

Wendy's
Killeen, Texas
09.2020 - Current
  • Coached, mentored and trained team members in order to improve their job performance.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Provided leadership during times of organizational change or crisis situations.
  • Established processes to ensure efficient workflow throughout the organization.
  • Ensured compliance with regulatory requirements and industry standards.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Monitored staff performance and addressed issues.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Delegated work to staff, setting priorities and goals.
  • Assigned work and monitored performance of project personnel.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Reviewed completed work to verify consistency, quality, and conformance.

Customer Service Representative

Hulu
Killeen, Texas
01.2019 - 07.2020
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Provided accurate information about products and services to customers.
  • Implemented innovative methods for streamlining the customer service process.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved customer complaints promptly and efficiently.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Developed positive relationships with customers through friendly interactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered inbound calls, chats and emails to facilitate customer service.

Crew Trainer

Wendy's
Killeen, Texas
07.2014 - 05.2018
  • Encouraged open communication between trainees and management throughout the learning process.
  • Provided ongoing coaching and mentoring to crew members to increase productivity levels.
  • Monitored performance of crew members in the field, providing feedback and guidance when needed.
  • Ensured that all safety protocols were followed during training sessions.
  • Maintained up-to-date records of all employees' training progress and certification status.
  • Conducted onboarding sessions with new hires, providing them with an overview of company policies and procedures.
  • Instructed new team members on correct procedures for operations.

Crew Member

Wendy's
Killeen, Texas
01.2010 - 08.2012
  • Restocked kitchen supplies including food products and utensils.
  • Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
  • Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
  • Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
  • Resolved customer complaints in a professional manner.
  • Maintained an organized work area to ensure efficient operations.
  • Greeted customers upon arrival, provided menus and answered questions regarding menu items.
  • Maintained organized storage areas for food products, beverages and restaurant supplies.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Provided excellent customer service to maintain a positive atmosphere for guests.
  • Organized dining room tables with condiments, napkins and other necessities prior to seating guests.
  • Informed customers about daily specials in an engaging manner.
  • Performed cashier duties such as taking orders, collecting payments and providing change.

Sandwich Artist

Burger King
Fort Hood, Texas
08.2007 - 04.2009
  • Ensured all menu items were prepared in accordance with health and safety standards.
  • Trimmed meats and cheeses for sandwiches as needed.
  • Maintained cleanliness of work area throughout shift.
  • Assisted in the training of new staff members on proper sandwich-making techniques.
  • Organized inventory for efficient restocking of products.
  • Verified that prepared food met quality standards prior to serving it to customers.
  • Greeted customers and provided product knowledge.
  • Prepared food items such as sandwiches, salads, soups, and drinks according to customer orders or company recipes.
  • Stocked shelves with products and supplies.
  • Assisted team members during peak hours when necessary.
  • Monitored temperature of freezers and coolers throughout shift.
  • Prepared sandwiches and salads using quality ingredients and tailored to customer requests.
  • Kept customer and food preparation areas clean and well-organized.

Cashier

McDonald's
Copperas Cove, Texas
05.2004 - 07.2006
  • Issued receipts, refunds, credits or change due to customers.
  • Ensured compliance with all safety regulations within the store environment.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Followed company security procedures for handling large sums of money.
  • Performed other duties as assigned by management.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Collected payments and provided accurate change.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
  • Processed credit card, cash, and check payments, ensuring all transactions were accurate.

Customer Service Representative

GC Services
Killeen, Texas
11.2003 - 03.2004
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Provided accurate information about products and services to customers.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Resolved customer complaints promptly and efficiently.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

CNA

Home Health Care Agency
Killeen, Texas
11.2001 - 09.2003
  • Performed vital sign assessments, such as taking blood pressure and temperature.
  • Assisted with range of motion exercises and other rehabilitative activities per physician orders.
  • Provided assistance with activities of daily living, including bathing, dressing and grooming.
  • Provided emotional support to family members during difficult times.
  • Monitored vital signs such as pulse rate, respiration rate, and blood pressure.
  • Recognized signs, symptoms of abuse, neglect and reported them per policy.
  • Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
  • Demonstrated excellent customer service skills when interacting with patients, families and guests.
  • Answered patient call lights promptly and responded to requests appropriately.
  • Reported changes in patient conditions to registered nurse or physician.
  • Monitored food intake and output as directed by nursing staff.
  • Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
  • Assisted in preparing meals according to prescribed diets while monitoring food consumption levels.
  • Ensured compliance with HIPAA regulations regarding confidentiality of information.
  • Facilitated communication between patients, family members, and healthcare professionals.

Crew Member

Wendy's
Alexandria, Louisiana
04.1999 - 08.2001
  • Restocked kitchen supplies including food products and utensils.
  • Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
  • Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
  • Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
  • Resolved customer complaints in a professional manner.
  • Maintained an organized work area to ensure efficient operations.
  • Greeted customers upon arrival, provided menus and answered questions regarding menu items.
  • Maintained organized storage areas for food products, beverages and restaurant supplies.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Provided excellent customer service to maintain a positive atmosphere for guests.
  • Organized dining room tables with condiments, napkins and other necessities prior to seating guests.
  • Packaged menu items into bags or trays and placed drink orders into carriers.
  • Served food quickly for positive guest experiences.

Pizza Maker

Pizza Hut
Alexandria, Louisiana
04.1998 - 02.1999
  • Cleaned and sanitized kitchen surfaces and equipment.
  • Operated the pizza oven, ensuring pizzas were cooked to order.
  • Maintained inventory of ingredients such as cheese, vegetables, meats and spices.
  • Followed established recipes when creating specialty pizzas requested by customers.
  • Stocked shelves with necessary ingredients for making pizzas.
  • Ensured compliance with health and safety regulations in the kitchen area.
  • Organized storage areas for unused ingredients or supplies.
  • Garnished finished pizzas with herbs or parmesan cheese according to recipe instructions.
  • Cut toppings such as pepperoni, mushrooms or onions into small pieces ready for use on pizzas.
  • Handled customer orders in a timely manner, ensuring accuracy of order.
  • Inspected workstations for cleanliness before beginning shift.
  • Prepared dough and sauce for pizzas according to recipes.

Cashier

Mervyn's Department Store
Alexandria, Louisiana
01.1997 - 03.1998
  • Issued receipts, refunds, credits or change due to customers.
  • Processed returns and exchanges of merchandise in accordance with store policies.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Provided excellent customer service while promoting loyalty programs to increase sales potential.
  • Resolved customer complaints professionally in accordance with company policy.
  • Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
  • Followed company security procedures for handling large sums of money.
  • Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
  • Organized promotional displays or arrange merchandise on counters or tables to promote sales.
  • Performed other duties as assigned by management.
  • Conducted price checks for special orders or discounts as requested by customers.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Answered customer inquiries regarding store policies and procedures.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Collected payments and provided accurate change.

Education

Bachelor of Science - Health Care Administration

Strayer University
03-2027

High School Diploma -

Penn Foster Career School
Scranton, PA
04-2017

Skills

  • Health care regulations
  • Team leadership
  • Customer service
  • Employee training
  • Data analysis
  • Process improvement
  • Conflict resolution
  • Problem solving
  • Communication skills
  • Decision-making
  • Marketing
  • Safety procedures
  • Strategic planning
  • Policy implementation
  • Work prioritization
  • Staff management
  • Clear communication
  • Performance evaluations
  • Goal setting
  • Verbal and written communication
  • Staff training and development
  • Time management
  • Workforce management
  • Complex Problem-solving
  • Performance management
  • Inventory management
  • Relationship building
  • Interpersonal communication
  • Training and development
  • Reporting and documenting
  • Policy administration

Accomplishments

  • I have been on the A/B honor and dean's list several of times throughout my college years.

Certification

  • CNA License

Timeline

Manager

Wendy's
09.2020 - Current

Customer Service Representative

Hulu
01.2019 - 07.2020

Crew Trainer

Wendy's
07.2014 - 05.2018

Crew Member

Wendy's
01.2010 - 08.2012

Sandwich Artist

Burger King
08.2007 - 04.2009

Cashier

McDonald's
05.2004 - 07.2006

Customer Service Representative

GC Services
11.2003 - 03.2004

CNA

Home Health Care Agency
11.2001 - 09.2003

Crew Member

Wendy's
04.1999 - 08.2001

Pizza Maker

Pizza Hut
04.1998 - 02.1999

Cashier

Mervyn's Department Store
01.1997 - 03.1998

Bachelor of Science - Health Care Administration

Strayer University

High School Diploma -

Penn Foster Career School

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