Cheri Gladue
Jacksonville,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Winn Dixie Supermarket
11.2022 - Current
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Screening applicants, interviewing, hiring, and onboarding
- Making sure payroll is complete on a weekly basis
Customer Service Manager
Stop & Shop
10.2021 - 10.2022
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Screening applicants, interviewing, hiring, onboarding
- Performed many HR duties
General Manager
JanCo Burger King
12.2015 - 10.2022
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Managed the daily operations of a single restaurant in accordance with company standards. Maintain order and discipline among employees supervised and ensured a high level of guest service satisfaction was occurring in a prompt, accurate, and courteous manner.
- Employee evaluation including performance appraisal, wage, and salary administration, promotions, suspensions, and termination.
- Evaluating and scheduling of all restaurant staff including management.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
Restaurant General Manager
Lockwood McKinnon Taco Bell
04.2009 - 12.2015
- Boosted restaurant revenue by implementing innovative marketing strategies and promotions.
- Enhanced customer satisfaction through consistent delivery of high-quality food and service.
- Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Launched new menu items to keep the offerings fresh and appealing, resulting in increased sales.
- Implemented efficient scheduling practices to ensure optimal staffing levels during peak business hours.
- Oversaw facility maintenance, ensuring a clean, safe, and inviting atmosphere for patrons.
Education
Bachelor of Business Administration - Business Administration
Rhode Island College
Providence, RI06.1997
High School Diploma -
Classical High School
Providence, RI06.1993
Skills
- Handling Escalations
- Project Management
- Account Management
- Quality Assurance
- Talent Development
- Training and mentoring
- Audit Support
- Workflow Management
- Sales Promotion
Accomplishments
- Successfully recruited and trained numerous new customer service representatives.
- Supervised team of numerous staff members.
- Implemented a Time Capsule Monthly Birthday party as part of my recognition plan for Taco Bell, Burger King, Stop & Shop and Winn-Dixie.
Certification
Food Safety Manager : under the Conference for Food Protection Standards - May 19,2022 - May 19, 2027
Created a Welcome to our House-Training Card for Taco Bell.
Taco Bell requires the use of Training Cards. The company wanted to roll out a new Welcome to our House for our guests. I created a training card demonstrating to team members how to ask guests if they would like a wet nap or a mint.
References
Jorgan Harrell
Store Director
912-571-2117
David Marques
District Leader
401-688-9233
MaeAnn Bishop
Cage Supervisor
302-430-4505
Rob Cardullo
Restaurant General Manager
401-489-1143
Timeline
Customer Service Manager
Winn Dixie Supermarket
11.2022 - Current
Customer Service Manager
Stop & Shop
10.2021 - 10.2022
General Manager
JanCo Burger King
12.2015 - 10.2022
Restaurant General Manager
Lockwood McKinnon Taco Bell
04.2009 - 12.2015
Bachelor of Business Administration - Business Administration
Rhode Island College
High School Diploma -
Classical High School
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