Crystal Bourassa
New Bedford,MA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Assistant Manager
Dunkin Donuts- DH Restaurant Group
Marion, MA
11.2022 - 12.2024
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Collaborated with management on developing strategic plans for achieving business goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Established processes for monitoring customer satisfaction levels.
- Monitored employee attendance records, timekeeping, and payroll information.
- Supervised daily operations including scheduling shifts, assigning duties.
- Communicated regularly with customers to gain insights into their needs.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Ensured compliance with safety regulations and company policies.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Analyzed business performance data and forecasted business results for upper management.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Resolved conflicts between team members in an effective manner.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Delegated work to staff, setting priorities and goals.
- Developed a system for tracking inventory and ordering supplies as needed.
- Maintained up-to-date knowledge of company products and services.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Produced thorough, accurate and timely reports of project activities.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented quality control measures to uphold company standards.
- Managed customer service inquiries and complaints in a timely manner.
- Worked effectively in team environments to make the workplace more productive.
Activities Coordinator
Gateway to Cape cod
Rochester , MA
04.2019 - 10.2022
- Adapted activities to meet the diverse needs and interests of participants, including those with physical or cognitive limitations.
- Analyzed data from past events to identify areas for improvement.
- Managed inventory and ordered new supplies for activities when stock was running low.
Education
Associate of Arts - Psychology
Fisher College
New Bedford01-2001
High School Diploma -
New Bedford High School
New Bedford, MA06-1999
Skills
- Sales monitoring
- Recruiting and interviewing
- Budget assistance
- Staff training and development
- Staff management
- Task delegation
- Recruitment and hiring
- Compliance
- Staff supervision
- Employee scheduling
- Customer service
- Strategic planning
- Reporting and documenting
- Business development understanding
- Customer service and satisfaction
- Team motivation techniques
- Employee engagement
- Coaching and mentoring
- Sales forecasting
- Problem-solving
- Time management
- Employee performance evaluation
- Team leadership
- Employee performance evaluations
- Corporate social responsibility
- Strategic thinking
- Orientating and training
- Customer rapport
- Retail operations management
- Rewards program oversight
- Performance evaluation
- Adaptability and flexibility
- Scheduling and planning
Timeline
Assistant Manager
Dunkin Donuts- DH Restaurant Group
11.2022 - 12.2024
Activities Coordinator
Gateway to Cape cod
04.2019 - 10.2022
Associate of Arts - Psychology
Fisher College
High School Diploma -
New Bedford High School
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