Diane Burdett

Work History

Training General Manager

Wingstop

08.2020 - 10.2023

Oversaw all aspects of daily operations, including staff management, customer service, and financial performance
Implemented cost-saving measures that resulted in a 35% reduction in operational expenses
Developed and implemented strategic plans to drive business growth and increase profitability
Led a team of 25 employees, providing guidance, training, and support to ensure high levels of productivity and performance
Established strong relationships with key stakeholders such as suppliers, vendors, and customers to enhance business partnerships
Analyzed market trends and competitor activities to identify opportunities for improvement and innovation
Implemented effective marketing strategies that increased customer traffic by 28%
Achieved sales targets consistently by implementing targeted promotions and upselling techniques
Managed inventory levels to optimize stock availability while minimizing carrying costs
Created employee schedules that ensured adequate staffing levels during peak hours while controlling labor costs

Pharmacy Technician

Rite Aid

11.2019 - 08.2020

Accurately filled and dispensed 200 prescriptions daily, ensuring patient safety and adherence to medication guidelines
Managed inventory of medications, regularly conducting audits and restocking to maintain optimal levels
Collaborated with pharmacists to verify prescription information, resolve any discrepancies, and ensure proper dosage instructions were provided to patients
Maintained a clean and organized work area, including the pharmacy shelves and storage areas
Assisted in the preparation of compounded medications under the supervision of a pharmacist
Provided excellent customer service by answering questions about medications, potential side effects, and drug interactions
Processed insurance claims for patients' prescriptions using electronic systems such as Doc Mantra software
Performed routine maintenance on pharmacy equipment such as pill counters and automated dispensing machines
Collaborated with healthcare providers to obtain prior authorizations for certain medications when required by insurance companies
Ensured compliance with all state and federal regulations regarding controlled substances handling and record-keeping procedures

Customer Service Manager

PDQ - People Dedicated to Quality

01.2018 - 09.2019

Managed a team of 20 customer service representatives, providing guidance and support to ensure high-quality customer interactions
Implemented new customer service strategies resulting in an 12% increase in overall customer satisfaction ratings
Analyzed customer feedback data to identify trends and areas for improvement, leading to the implementation of targeted solutions that increased customer retention by 36%
Collaborated with cross-functional teams including sales, marketing, and operations to address escalated issues and provide timely resolutions
Created and maintained standard operating procedures (SOPs) for the customer service department, ensuring consistent delivery of exceptional service
Monitored key performance indicators (KPIs) such as average response time, first call resolution rate, and customer satisfaction scores to drive continuous improvement efforts
Led weekly team meetings to communicate updates, share best practices, and foster a positive work environment focused on delivering outstanding customer experiences
Developed strong relationships with key clients through regular communication and proactive problem-solving initiatives
Conducted regular performance evaluations for team members, providing constructive feedback and identifying opportunities for growth and development
Collaborated with product development teams to gather insights from customers' feedback for future product enhancements or modifications
Utilized CRM software to track interactions with customers, ensuring accurate documentation of inquiries, complaints, resolutions provided, etc

Training General Manager

KFC

08.2013 - 08.2016

Conducted engaging and interactive training sessions on various topics including product knowledge, sales techniques, and customer service
Utilized a variety of instructional methods such as presentations, demonstrations, and hands-on activities to enhance learning experience
Customized training materials based on individual learning styles and needs of trainees
Evaluated trainee performance through assessments and provided constructive feedback to facilitate skill development
Oversaw all aspects of daily operations, including staff management, customer service, and financial performance
Developed and implemented strategic plans to drive business growth and increase profitability
Managed a team of 32 employees, providing leadership, training, and guidance to ensure high levels of productivity and performance
Collaborated with department heads to establish goals, objectives, and action plans for each area of the business
Maintained strong relationships with key stakeholders such as suppliers, vendors, and partners
Conducted regular performance evaluations for employees to provide feedback on strengths and areas for improvement

General Manager

Family Dollar

07.2011 - 06.2013

Oversaw all aspects of daily operations, including staff management, customer service, and financial performance
Developed and implemented strategic plans to drive business growth and increase profitability
Led a team of 40 employees, providing guidance, training, and support to ensure high levels of productivity and performance
Established strong relationships with key stakeholders such as suppliers, vendors, and customers to enhance business partnerships
Implemented effective marketing strategies that increased customer traffic by 18%
Achieved sales targets consistently by implementing targeted promotions and upselling techniques
Managed inventory levels to optimize stock availability while minimizing carrying costs
Created employee schedules that ensured adequate staffing levels during peak hours while controlling labor costs
Ensured compliance with health and safety regulations by conducting regular inspections and implementing corrective actions when necessary
Resolved customer complaints promptly and effectively to maintain high levels of customer satisfaction

Training General Manager

Checkers & Rally's Drive-In Restaurants

05.2006 - 06.2011

Led a team of 30 employees in daily operations, ensuring efficient and smooth workflow
Developed and implemented strategies to improve customer satisfaction, resulting in an increase of 22% in positive feedback ratings
Managed budget and expenses, consistently meeting or exceeding financial targets
Oversaw inventory management, optimizing stock levels to minimize waste and maximize profitability
Collaborated with cross-functional teams to develop and execute marketing campaigns, driving sales growth by 10%
Implemented employee training programs to enhance skills and knowledge, resulting in improved performance metrics
Established strong relationships with suppliers and negotiated favorable contracts for procurement of goods and services
Conducted regular performance evaluations for staff members, providing constructive feedback for professional development
Cultivated a positive work environment that promoted teamwork and collaboration among employees
Managed multiple projects simultaneously, ensuring timely completion within budget constraints

General Manager

Wendy's

02.2003 - 07.2005

Oversaw all aspects of daily operations, including staff management, customer service, and financial performance
Led a team of 40 employees, providing guidance, training, and support to ensure high levels of productivity and performance
Achieved sales targets consistently by implementing targeted promotions and upselling techniques
Managed inventory levels to optimize stock availability while minimizing carrying costs
Created employee schedules that ensured adequate staffing levels during peak hours while controlling labor costs
Conducted regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback
Ensured compliance with health and safety regulations by conducting regular inspections and implementing corrective actions when necessary
Resolved customer complaints promptly and effectively to maintain high levels of customer satisfaction
Collaborated with the finance department on budgeting processes to achieve financial objectives
Improved employee retention rates through the implementation of employee engagement initiatives

General Manager

KFC

03.1998 - 11.2002

Oversaw all aspects of daily operations, including staff management, customer service, and financial performance
Led a team of 20 employees, providing guidance, training, and support to ensure high levels of productivity and performance
Achieved sales targets consistently by implementing targeted promotions and upselling techniques
Managed inventory levels to optimize stock availability while minimizing carrying costs
Created employee schedules that ensured adequate staffing levels during peak hours while controlling labor costs
Conducted regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback
Ensured compliance with health and safety regulations by conducting regular inspections and implementing corrective actions when necessary
Resolved customer complaints promptly and effectively to maintain high levels of customer satisfaction
Implemented new technologies or systems that improved operational efficiency
Improved employee retention rates through the implementation of employee engagement initiatives

Summary

Overview

Work History

Training General Manager

Pharmacy Technician

Customer Service Manager

Training General Manager

General Manager

Training General Manager

General Manager

General Manager

Education

Certificate - Nursing

Certified Nursing Assistant - Nursing

Some college - Nursing

High school - College prep

Skills

Certification

Custom

Personal Information

Custom

Additional Information

Timeline

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