Diane Horney
Osceola,IA
Summary
Dependable with experience and well-developed critical thinking, problem-solving and organizational skills. Exceptional communicator and team player trained in operating cash registers and serving customers. Goes above and beyond to serve guests and promote loyalty. Enthusiastic eager to contribute to business success. Experience providing quality work to exceed expectations. Brings reliability combined with focus on customer satisfaction and teamwork. Attentive individual offering many years of experience in counter work. Committed to delivering great service and highly efficient in processing cash and credit card payments. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Crew Member
McDonald's
Osceola, IA
01.2024 - Current
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Educated customers on menu items, product ingredients and nutritional values.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Assisted in the preparation of food items such as sandwiches, salads and pizzas.
- Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
- Greeted customers upon arrival, provided menus and answered questions regarding menu items.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Adhered to health department regulations regarding food handling procedures.
- Processed takeout orders quickly to ensure timely delivery of meals.
- Checked expiration dates on all products before serving them to customers.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Wiped down tables and equipment, swept and refilled stock.
- Served food quickly for positive guest experiences.
- Organized and restocked supplies to support operations and team productivity.
- Interacted pleasantly with guests to deliver quality customer service.
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
- Took orders from patrons and input selections into store computer system.
- Packed fast food products in approved containers, cups and bags.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Drove team success by quickly completing assigned tasks.
- Presented orders to guests within anticipated service times.
Front End Customer Service Associate
Walmart
Osceola, IA
12.2019 - 01.2024
- Answered customer inquiries by phone and email in a timely manner.
- Provided customers with product information, prices, availability, and delivery options.
- Resolved customer complaints in a professional manner.
- Demonstrated strong problem-solving skills when addressing customer issues.
- Greeted customers warmly upon entering the store or on the phone call.
- Maintained an organized system for keeping track of customer accounts and requests.
- Collaborated with other departments to ensure excellent customer service was provided at all times.
- Made sure all transactions were entered into the system correctly and promptly.
- Performed cashier duties when necessary, including handling money accurately and efficiently.
- Developed knowledge of products available for sale to better assist customers.
- Provided feedback from customers to relevant teams in order to improve overall customer experience.
- Encouraged customers to complete surveys regarding their satisfaction with our services and products.
- Utilized computer systems effectively in order to retrieve information quickly and accurately.
- Ensured compliance with company policies related to front end operations.
- Stayed current on new products being offered so that I could inform customers about them.
- Participated in training sessions designed to enhance my knowledge of product features and benefits.
- Educated customers on special pricing opportunities and company offerings.
- Set up and activated customer accounts.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Troubleshot shortages and overages to support quality control efforts.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided top quality control and eliminated downtime to maximize revenue.
People Department Manager
McDoanlds
Osceola And Creston, IA
12.2018 - 12.2019
- Developed and implemented policies, procedures and programs to support employee engagement initiatives.
- Created onboarding materials for new hires including orientation packets, training materials, and job descriptions.
- Conducted exit interviews to determine reasons for employee turnover.
- Analyzed data from surveys to identify areas of improvement in employee satisfaction levels.
- Facilitated team building activities for department staff members with an emphasis on effective communication skills.
- Resolved conflicts between employees by providing mediation services and offering recommendations for resolution.
- Monitored compliance with applicable labor laws related to wages, hours worked, overtime pay, meal breaks.
- Advised managers on best practices regarding disciplinary actions when needed.
- Collaborated with other departments to ensure that their staffing needs were met within budget constraints.
- Maintained accurate records of all personnel transactions including hiring, terminations, promotions and transfers.
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
- Encouraged open communications, promoting positive and pro-employee work environment.
- Recruited new employees and built relationships, driving visibility.
- Initiated employee evaluation process and recommended policy changes to help staff progress toward desired readiness goals.
- Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing HR training.
- Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes.
Housekeeper
Little River Inn Motel & Guest House
Leon, IA
10.2017 - 12.2018
- Swept and mopped floors, vacuumed carpets and rugs, dusted furniture, wiped down surfaces.
- Cleaned bathrooms, including toilets, tubs, showers and sinks.
- Changed bed linens and towels, tidied up rooms.
- Stocked amenities such as soap, shampoo and toilet paper in guest rooms.
- Replenished supplies such as drinking glasses and coffee cups in guest rooms.
- Sanitized all areas of the hotel lobby and public restrooms.
- Emptied trash receptacles throughout the property.
- Scrubbed kitchen appliances, countertops and fixtures.
- Maintained a clean linen closet by folding sheets neatly on shelves.
- Responded to requests from guests regarding housekeeping needs.
- Reported any maintenance issues or damage to supervisors immediately.
- Delivered requested items such as extra pillows or blankets to guest rooms.
- Observed proper use of chemicals when cleaning various surfaces.
- Disinfected telephones, light switches and other frequently touched objects.
- Ensured that all health standards were met during cleaning operations.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Employed deep-cleaning techniques for areas in need of additional sanitation.
- Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
- Returned rooms to occupant-ready status to satisfy future guests.
- Dusted ceiling air conditioning diffusers and ventilation systems to improve airflow.
- Laundered sheets and removed stains to restore linens to pristine condition.
- Requested maintenance orders to fix non-working equipment and address room damage.
Assistant Store Manager
Dollar General Store
Leon, IA
03.2016 - 12.2017
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Maintained accurate records of all transactions, stock levels and employee performance metrics.
- Resolved customer complaints in a timely manner and addressed any issues that may arise during store hours.
- Ensured compliance with all safety regulations throughout the store premises.
- Implemented strategic marketing initiatives to drive revenue growth across multiple channels.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
Baker
Sydexo
Lamoni, IA
11.2015 - 03.2016
- Maintained accurate inventory of baking supplies and ingredients.
- Prepared dough for a variety of bakery items such as breads, pastries, pies, cakes and cookies.
- Measured out ingredients accurately to ensure consistent product quality.
- Operated ovens and other equipment to bake products according to established recipes.
- Decorated cakes with icing, sprinkles and other edible decorations.
- Checked baked goods periodically during baking process to ensure desired results were achieved.
- Monitored temperature of ovens and adjusted accordingly to maintain consistency in baking times.
- Cleaned work areas, utensils, equipment and surfaces between batches of products.
- Ensured that all health regulations were followed at all times while working in the kitchen.
- Kept records of daily production numbers for each type of item produced.
- Followed food safety guidelines while preparing all food items.
- Adhered to company policies regarding storage, handling and preparation of food items.
- Measured, mixed and prepped raw materials according to company specifications and recipes.
- Utilized measuring instruments, commercial-grade mixers and ovens to bake cakes and pastries.
- Baked fresh bread and pastries for cafes and restaurants.
Education
High School Diploma -
Central Decatur High School
Leon, IA05-1993
Skills
- Safe Food Handling
- Drive-Thru Operations
- Customer Engagement
- Health Code Compliance
Timeline
Crew Member
McDonald's
01.2024 - Current
Front End Customer Service Associate
Walmart
12.2019 - 01.2024
People Department Manager
McDoanlds
12.2018 - 12.2019
Housekeeper
Little River Inn Motel & Guest House
10.2017 - 12.2018
Assistant Store Manager
Dollar General Store
03.2016 - 12.2017
Baker
Sydexo
11.2015 - 03.2016
High School Diploma -
Central Decatur High School