Felica Brown
Albany,GA
Summary
I possess a diverse range of transferable skills and experiences that enable me to be a valuable asset to any organization. As a dedicated Shift Manager, I am focused on managing costs effectively, motivating employees, and ensuring customer satisfaction. I bring a high level of professionalism and a results-oriented approach, complemented by strong problem-solving and decision-making abilities. With extensive experience in operational oversight, team leadership, and customer service, I excel in staff training, scheduling, and inventory management. I have a proven track record of improving productivity and optimizing processes for greater efficiency. I am committed to upholding high-quality standards and effectively implementing company policies.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Shift Manager
Wendy's
11.2023 - 11.2024
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, floors, in order to maintain a safe and sanitary environment for customers and staff alike.
- Enforced safety guidelines among staff members in order to prevent accidents or injuries from occurring on the premises.
- Conducted regular meetings with team members to discuss upcoming events or changes in policy and procedures.
- Supervised and led employees to maintain productivity and customer service levels.
- Ensured staff was properly trained on all aspects of their job duties, including safety protocols.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Assisted in training new employees on shift operations.
- Resolved customer complaints promptly and professionally.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Inspected food preparation areas to ensure proper sanitation standards were met at all times.
- Confirmed accuracy of daily sales reports before submitting them to management for review.
- Verified that cash drawers contained correct amounts of money during opening and closing shift.
Unarmed Security Officer
Allied Universal
08.2021 - 11.2023
- Confirmed visitor identification prior to granting entry into the building.
- Checked for safety hazards and took corrective action when necessary.
- Monitored surveillance cameras and responded to suspicious activity.
- Investigated all reported incidents of theft or vandalism on premises.
- Performed first aid and CPR when necessary during emergency situations.
- Completed incident reports to record security or loss prevention incidents.
- Inspected parking lot to verify parking permits and ticketed or towed unauthorized vehicles.
- Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
- Maintained high levels of alertness throughout shifts.
- Maintained calm composure during emergencies while communicating with local law enforcement and emergency response services.
Security Guard
Apex Protective Services
03.2021 - 08.2021
- Provided customer service assistance to staff and visitors in a professional manner.
- Inspected buildings for fire hazards, unsafe conditions, or unauthorized persons.
- Enforced safety regulations and monitored access control points.
- Patrolled parking lots and garages ensuring all vehicles were properly parked in designated areas.
- Responded to alarms, emergencies, and disturbances.
- Completed incident reports regarding violations of policies or procedures.
- Investigated suspicious activity and reported findings to management.
- Warned persons of rule infractions or violations and evicted violators from premises.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Identified suspicious activity to determine appropriate response.
- Liaised with other staff members to ensure seamless communication.
- Provided friendly and professional assistance to employees, visitors and customers.
- Responded promptly to alarms or incidents, securing scene efficiently.
Assistant Manager
Family Dollar
03.2020 - 02.2021
- Provide excellent customer services
- Managed customer service inquiries and complaints in a timely manner
- Maintained accurate records of sales transactions using point-of-sale systems
- Supervised daily operations including scheduling shifts, assigning duties
- Organized training sessions for new hires to familiarize them with the workplace environment
- Resolved conflicts between team members in an effective manner
- Developed a system for tracking inventory and ordering supplies as needed
- Communicated regularly with customers to gain insights into their needs
- Conducted regular performance reviews for employees to identify areas of improvement
- Served as a liaison between staff members and senior management personnel
- Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage
- Collaborated with store manager to develop strategies for achieving
- Enforced company policies and procedures to strengthen operational standards across departments
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership
- Reviewed completed work to verify consistency, quality and
- Mediated conflicts between employees and facilitated effective resolutions to disputes
- Interviewed prospective employees and provided input to HR on hiring decisions
Customer Service Representative
Walmart
05.2015 - 05.2020
- Exceeded established service goals while leveraging customer service, sales and employee management best practices
- Collaborated with sales team members to stay current on inventory levels and resolve item issues
- Assisted customers with price checks, lifting heavy items and addressing other inquiries
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Answered inbound calls, chats and emails to facilitate customer service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Consulted with customers to resolve service and billing issues
- Maintained a high level of professionalism when dealing with difficult customers
- Excelled in exceeding daily credit card application goals
- Collected deposits or payments and arranged for billing
Education
High school diploma - undefined
Earle C. Clements Job Corps
Morganfield, KY04.2023
Skills
Customer service
Management
Customer retention & Support
Surveillance
Time management
Sales
Organizational skills
Loss Prevention
Cash handling
Retail Sales
Analysis skills
Security
Supervising Experience
Shift Management
Interviewing
Assistant Manager Experience
Self-Starter
Leadership
Authentic
Communication skills
Self-Motivated
Front desk
Conflict Management
Restaurant experience
Self-Discipline
Certification
- Armed Security License March 2024 to Present
- Guard Card March 2024 to Present
Timeline
Shift Manager
Wendy's
11.2023 - 11.2024
Unarmed Security Officer
Allied Universal
08.2021 - 11.2023
Security Guard
Apex Protective Services
03.2021 - 08.2021
Assistant Manager
Family Dollar
03.2020 - 02.2021
Customer Service Representative
Walmart
05.2015 - 05.2020
High school diploma - undefined
Earle C. Clements Job Corps