Athena Ursenbach
Assistant Manager Arby's
Nampa,ID
Summary
Restaurant operations professional with ServSafe certification managing staffing, budgeting, and customer service standards in high-volume service environments. Strengthens performance through team training, labor cost control, and customer feedback, with experience stepping in to run the business when needed. Brings the leadership focus and operational discipline expected in a General Manager role.
Overview
2
2
Certifications
12
12
years of professional experience
Work History
Assistant Manager
Arby's
Nampa, ID
05.2025 - Current
- Handle customer concerns while on shift maintaining a fast, professional service experience.
- Support up to 5 team members per shift through coaching, clear direction, and consistent feedback.
- Support staff via phone and in person when General Manager is unreachable or unavailable.
- Track inventory levels regularly to reduce shrinkage and keep stock accurate for daily operations.
- Oversee opening, closing, deposits, and register reconciliation when covering manager duties.
- Monitor employee performance through evaluations and coaching to strengthen accountability and growth.
- Maintain health and safety compliance by completing inspections and taking corrective action as needed.
- Assist with hiring, selection, and onboarding to bring new employees into the team smoothly.
Team Manager
KFC
Nampa, ID
05.2022 - 06.2025
- Handled customer issues while on shift by listening closely, de-escalating concerns, and delivering clear solutions.
- Managed inventory while on shift through regular audits, and stock monitoring, to keep supplies available.
- Oversaw labor, food, and operating expenses while on shift to ensure meeting budget targets across day-to-day store operations.
- Fostered teamwork, accountability, and professional growth.
- Maintained sanitation standards by enforcing clean work practices.
- Supported shift coverage and training to keep the team staffed and prepared.
Stay At Home Mom/Wife
Nampa, ID
08.2018 - 05.2022
- Career pause to provide full-time care for family.
Certified trainer
Chipotle Mexican Grill
Twin Falls, ID
08.2017 - 08.2018
- Use presentations, demonstrations, and hands-on activities to deliver practical product, sales, and customer service instruction.
- Evaluate trainee performance through assessments and provide constructive feedback to support steady skill development.
- Conduct interactive sessions on product knowledge, sales techniques, and customer service to reinforce frontline standards.
- Customize coaching for individual learners to address specific gaps and improve training outcomes.
General Manager
Whites janitorial
01.2017 - 08.2017
- Managed employee workflow, delegated daily tasks, and provided guidance to keep operations running efficiently.
- Developed training programs for janitorial staff to strengthen cleaning techniques, safety protocols, and equipment use.
- Created cleaning schedules that maintained consistent standards across all areas of the facility.
- Maintained daily logs and incident reports to support accurate records of completed work.
- Trained new janitorial hires on proper cleaning techniques, safety protocols, and equipment usage.
Customer Service Representative
C3 Connections
Twin Falls, ID
09.2014 - 09.2015
- Troubleshot internet connectivity problems and basic computer issues for customers.
- Communicated clearly with customers over the phone to explain solutions and next steps.
- Resolved customer complaints and de-escalated conflict during service calls.
- Prioritized incoming issues to keep support requests moving efficiently throughout the day.
- Documented customer issues accurately to support smoother handoffs and consistent follow-up.
Education
Upper secondary education - General Studies
College of Western Idaho
Nampa IdahoHigh school or equivalent - undefined
Canyon Ridge High School
Twin Falls, Idaho05-2012
Skills
- Inventory management
- Forecasting
- Cost control
- Regulatory compliance
- Team development
- Performance management
- Conflict management
- Customer complaint resolution
- Hiring
- Shift coverage planning
- Employee onboarding
- Training program development
- Performance coaching
- ServSafe certification
Certification
ServSafe
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
Additional Information
Authorized to work in the US for any employer
Timeline
Assistant Manager
Arby's
05.2025 - Current
Team Manager
KFC
05.2022 - 06.2025
Stay At Home Mom/Wife
08.2018 - 05.2022
Certified trainer
Chipotle Mexican Grill
08.2017 - 08.2018
General Manager
Whites janitorial
01.2017 - 08.2017
Customer Service Representative
C3 Connections
09.2014 - 09.2015
High school or equivalent - undefined
Canyon Ridge High School
Upper secondary education - General Studies
College of Western Idaho