Danielle Keane
1 B Tecumseh Street Pittsburgh,PA
Summary
Dynamic manager with a proven track record at McDonald's, excelling in customer service and team leadership. Enhanced operational efficiency through strategic planning and staff training, achieving significant improvements in customer satisfaction. Skilled in performance management and relationship building, fostering a high-performing team culture while optimizing inventory management.
Overview
29
29
years of professional experience
Work History
Manager
Mcdonalds, RHC Management
Pittsburgh, PA
03.2010 - Current
- Oversaw daily operations to ensure efficient service delivery and customer satisfaction.
- Trained and mentored staff on operational procedures and safety protocols.
- Implemented process improvements to enhance workflow and reduce wait times.
- Managed inventory levels to optimize stock availability and minimize waste.
- Coordinated team schedules to maintain adequate coverage during peak hours.
- Monitored performance metrics to identify areas for improvement in service quality.
- Developed training materials to support onboarding of new employees effectively.
- Engaged with customers to address concerns and improve overall dining experience.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved safety procedures to create safe working conditions for workers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Housekeeper
UPMC
Pittsburgh, PA
11.2022 - 2026
- Maintained cleanliness and sanitation standards in patient rooms and common areas.
- Utilized cleaning chemicals and equipment safely and effectively to ensure compliance.
- Assisted with laundry tasks, ensuring timely availability of clean linens for patient use.
- Collaborated with team members to prioritize cleaning schedules based on patient needs.
- Reported maintenance issues promptly to enhance facility safety and functionality.
Banking Customer Service Representative
PNC
Pittsburgh, PA
06.1997 - 09.2008
- Assisted customers with account inquiries and transaction processing.
- Resolved customer issues by identifying needs and providing tailored solutions.
- Handled high-volume calls, ensuring timely response to client requests.
- Maintained accurate records of customer interactions for quality assurance.
- Trained new staff on systems and best practices for service excellence.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
Education
High School Diploma - Business
Duquesne Senior High School
Duquesne, PA06.1991
Skills
Customer service
Team leadership
Time management
Decision-making
Complex Problem-solving
Staff training and development
Staff management
Task delegation
Goal setting
Relationship building
Strategic planning
Cross-functional teamwork
Performance management
Fast Learner
Communication is the key
Accomplishments
Won awards at UPMC for ‘Circle of excellence’
Timeline
Housekeeper
UPMC
11.2022 - 2026
Manager
Mcdonalds, RHC Management
03.2010 - Current
Banking Customer Service Representative
PNC
06.1997 - 09.2008
High School Diploma - Business
Duquesne Senior High School