Summary
Work History
Education
Skills
Accomplishments
Timeline
Generic

Customer Experience Change Manager

Khandallah,New Zealand

Summary

Dynamic business analyst with a strong track record in enhancing operational efficiency and productivity. Proven experience in analyzing systems and implementing strategies that drive improvements in customer satisfaction and team performance. Skilled in leading cross-functional teams and managing complex projects to achieve organizational objectives. Committed to fostering positive dynamics and driving sustainable growth.

Work History

Business Consultant

Boyd on a Wire
McKinney, Texas
  • Analyzed existing systems and processes, identifying opportunities for improvement.
  • Analyzed client needs to develop tailored business solutions.
  • Identified gaps between current state and desired future state operations.
  • Advised on operational processes, business development initiatives, and organizational changes to drive improvements.
  • Implemented strategies that streamlined office management processes.
  • Oversaw all aspects of administrative functions, including payroll, accounting, budgets, receivables, and payables.
  • Set specific goals for projects to measure progress and evaluate end results.
  • Collaborated with teams to streamline operational processes and improve efficiency.

Business Manager

Kentucky Fried Chicken
Junction City, Kansas
  • Analyzed data from multiple sources to identify trends, inefficiencies, and potential improvements.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Defined accountabilities and established performance objectives and metrics to execute strategies.
  • Implemented and monitored improvement solutions to increase efficiency, reduce costs and improve quality of service.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Led cross-functional teams to drive project completion and operational excellence.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Delivered continuous training for team to maximize performance and customer relations skills.
  • Tracked project milestones and reported regularly on progress towards completion of improvement initiatives.
  • Monitored customer feedback and incorporated findings into the development of new quality initiatives.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Maximized employee productivity and performance to achieve corporate goals.
  • Achieved profit targets through financial and operational planning, management and employee performance oversight.

Co-Manager/District Assistant

Sonic Drive-In
Junction City, Kansas
  • Responsible for training and supervising staff, delegating tasks, and resolving customer complaints.
  • Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Prepared and reviewed cost reports.
  • Enforced all company policies including, Quality, Health Safety & Environmental (QHS&E), Standard Operating Procedures and Drug and Alcohol.
  • Tracked program performance metrics to ensure that goals were achieved in a timely manner.
  • Created detailed reports summarizing store performance metrics.
  • Provided administrative support to district Manager.
  • Collected and compiled data from various sources to prepare reports for the district Manager.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Conducted weekly team meetings to discuss performance issues and provide feedback.

Barista Supervisor

Starbucks
Richmond Hill, Georgia
  • Managed inventory and upheld all safety standards, while fostering a positive team culture, aiming at maximizing profitability and delivering the Starbucks Experience.
  • Implemented all store policies and programs, ensuring all employees were held to the Starbucks standards.
  • Resolved customer complaints promptly, enhancing overall satisfaction levels.
  • High volume store management resulting in managing multiple tasks and problem solving techniques.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Led inventory management, ordering supplies and managing stock levels to minimize waste.
  • Identified, evaluated and trained new employees on coffee-making techniques and customer service standards.
  • Tracked sales data to identify trends in order volume or customer preferences over time.
  • Resolved conflicts between employees or customers in a professional manner.
  • Worked with the local community increasing community relations through events held at the store.
  • Implemented new ideas to improve customer experience while maintaining operational efficiency.
  • Implemented recycling and compost programs to reduce trash waste and improve green footprint.
  • Managed opening and closing procedures, ensuring efficient operation of the coffee shop.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Education

High School Diploma -

Clovis High
Clovis, NM
12-2000

Skills

  • CRM systems
  • Financial analysis
  • Operational efficiency
  • Project management
  • KPI tracking
  • Needs assessment
  • Change management
  • Staff management
  • Team collaboration
  • Strategic thinking
  • Satisfaction enhancement
  • Conflict resolution

Accomplishments

  • Elevated customer satisfaction scores
  • Constructed business process improvements
  • Demonstrated composure in demanding circumstances
  • Exceptional interpersonal skills, leadership and coaching
  • Forecasting and planning/cost benefit analysis
  • Amplified team culture, skills and confidence

Timeline

Barista Supervisor

Starbucks

Co-Manager/District Assistant

Sonic Drive-In

Business Manager

Kentucky Fried Chicken

Business Consultant

Boyd on a Wire

High School Diploma -

Clovis High

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Customer Experience Change Manager