Cicily Caldwell
Conyers,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Lab Customer Service Rep
Emory Saint Joseph's Hospital
06.2021 - 02.2022
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Answered constant flow of customer calls with minimal wait times.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Trained staff on operating procedures and company services.
- Handled customer inquiries and suggestions courteously and professionally.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Assistant Manager
Chipotle Mexican Grill
01.2020 - 02.2021
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Managed staff schedules, ensuring adequate coverage during peak times and reduced labor costs.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Evaluated operational procedures for efficiency improvements while maintaining the highest standards of guest experience excellence.
- Designed and implemented strategies to reduce costs and waste.
- Conducted regular performance evaluations, providing constructive feedback for professional growth.
- Monitored daily cash transactions, ensuring accuracy in all financial reporting processes.
- Pitched in to help host, waitstaff, and bussers during exceptionally busy times such as dinner hour.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Assisted restaurant manager in financial duties such as budgeting, forecasting, expense tracking, and payroll administration.
- Maintained positive relationships with vendors to ensure timely delivery of high-quality products at competitive prices.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
Shift Manager
Arby's
01.2019 - 08.2020
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Observed cash handling and security procedures during shifts to recognize and address issues with staff.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Oversaw food preparation and monitored safety protocols.
- Maintained a clean and welcoming dining environment, conducting regular inspections to ensure adherence to health and safety standards.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Increased efficiency of kitchen operations by working closely with chefs and kitchen staff to optimize workflows and minimize food preparation times.
- Improved employee morale through regular recognition of outstanding performance and providing opportunities for professional growth.
- Boosted sales revenue by implementing effective upselling techniques and encouraging team members to promote special offers or featured items.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Monitored employee food handling, safety and uniform requirements.
- Trained restaurant employees to prepare food, operate cash registers and keep restaurant clean throughout shift.
- Cross-trained crew members on different duties to increase coverage.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Communicated with health inspectors during inspections and resolved issues found.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Contributed to the development of new operational procedures that streamlined processes, resulting in improved overall productivity.
- Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
- Managed the daily activities of up to 25 staff members, providing guidance and support while ensuring accountability for individual performance.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Learned and adapted quickly to new technology and software applications.
- Developed and maintained courteous and effective working relationships.
- Worked flexible hours across night, weekend, and holiday shifts.
- Gained extensive knowledge in data entry, analysis and reporting.
- Strengthened communication skills through regular interactions with others.
Assistant Manager/General Manager
Krystal Company
01.2017 - 10.2019
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Increased sales through effective merchandising strategies and targeted promotions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Mentored team members to enhance professional development and accountability in workplace.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated interpersonal skills by building positive relationships with others.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Purchased food and cultivated strong vendor relationships.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Tracked food production levels, meal counts, and supply costs.
- Maintained open lines of communication between front-of-house and back-of-house staff, ensuring seamless coordination for optimal service delivery.
- Managed financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Bachelor of Science - Human Resources Management
DeVry University
Decatur, GA06.2024
High School Diploma -
James Madison High School
Norcross, GA05.2010
Skills
- MS Office
- Computer Proficiency
- Customer Service
- Team Leadership
- Sales Growth
- Cost Control
- Administration and Reporting
- Recruiting and interviewing
- Onboarding and Orientation
- Operations Management
- Work Planning and Prioritization
- Staff Training and Development
Timeline
Lab Customer Service Rep
Emory Saint Joseph's Hospital
06.2021 - 02.2022
Assistant Manager
Chipotle Mexican Grill
01.2020 - 02.2021
Shift Manager
Arby's
01.2019 - 08.2020
Assistant Manager/General Manager
Krystal Company
01.2017 - 10.2019
Bachelor of Science - Human Resources Management
DeVry University
High School Diploma -
James Madison High School
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