Charlize Penney
Henderson,NV
Summary
Dynamic Department Manager with a proven track record at McDonald’s, excelling in customer service and team leadership. Enhanced customer satisfaction through effective issue resolution and implemented cross-training initiatives, fostering staff versatility. Skilled in inventory management and performance coaching, driving operational excellence and continuous improvement within the team.
Overview
4
4
years of professional experience
Work History
Department Manager
McDonald’s
Henderson, NV
11.2020 - Current
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
- Analyzed sales data to identify opportunities for growth and areas for improvement, informing strategic direction.
- Increased customer satisfaction with proactive issue resolution strategies.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
Restaurant Hostess
BJ's Restaurant & Brewhouse
Henderson, NV
03.2023 - 08.2023
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
- Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
- Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
- Resolved guest complaints professionally, taking appropriate action to address issues and improve future experiences.
- Prepared dining room for service by cleaning , organizing tables and placing table settings.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
Education
Adult Education
2701 East St. Louis Ave. Las Vegas, Nevada Skills
- Customer service
- Staff management
- Team leadership
- Team supervision
- Training and mentoring
- Task delegation
- Customer engagement
- Safety and security
- Goals and performance
- Coaching and mentoring
Timeline
Restaurant Hostess
BJ's Restaurant & Brewhouse
03.2023 - 08.2023
Department Manager
McDonald’s
11.2020 - Current
Adult Education