Gwendolyn Ford-Kiger
Hamptonville,NC
Summary
Proven leader with a track record of enhancing customer satisfaction by overhauling service protocols at Hamptonville Grocery. Skilled in problem-solving and verbal communication, adept at fostering teamwork and collaboration. Increased customer satisfaction scores significantly, demonstrating flexibility, adaptability, and a commitment to excellence.
Overview
13
13
years of professional experience
Work History
Lots Ops- TRA
New Leaf Temporary Service
11.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
Manager
Hamptonville Grocery
04.2020 - 11.2023
- Accomplished multiple tasks within established timeframes.
- 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.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- 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.
- Established team priorities, maintained schedules and monitored performance.
- 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.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- 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.
Restaurant Shift Manager
CAP Management/McDonalds
04.2014 - 07.2019
- Addressed customer concerns, complaints and questions, resulting in outstanding customer service ratings.
- Excelled in every store position and regularly backed up front-line staff.
- Assigned tasks to employees and oversaw opening and closing of restaurant.
- Oversaw cash handling procedures, maintaining accurate records and minimizing discrepancies in daily financial reports.
- Trained new hires on company policies, procedures, and customer service expectations, contributing to a well-prepared workforce.
- Monitored employee food handling, safety and uniform requirements.
- Demonstrated strong leadership by setting a positive example for team members, consistently adhering to company policies and maintaining an unwavering commitment to excellent customer service.
- Trained restaurant employees to prepare food, operate cash registers and keep restaurant clean throughout shift.
- Maintained a clean and welcoming dining environment, conducting regular inspections to ensure adherence to health and safety standards.
- Enhanced customer satisfaction by efficiently managing front-of-house operations and addressing guest concerns promptly.
- Cross-trained crew members on different duties to increase coverage.
- Observed cash handling and security procedures during shifts to recognize and address issues with staff.
- Improved employee morale through regular recognition of outstanding performance and providing opportunities for professional growth.
- Ensured timely resolution of customer complaints by taking immediate corrective action when necessary and following up with guests after their visits.
- Managed the daily activities of up to 25 staff members, providing guidance and support while ensuring accountability for individual performance.
- Ensured compliance with health and safety regulations, maintaining record of zero violations.
- Fostered culture of teamwork, leading by example and encouraging open communication.
- Enhanced dining experience by overseeing ambiance, from music selection to lighting.
- Addressed and resolved customer complaints, turning dissatisfied guests into repeat customers.
- Monitored daily cash flow, ensuring accuracy in transactions and deposits.
- Increased customer satisfaction scores by training staff in conflict resolution and customer service excellence.
- Oversaw food preparation and monitored safety protocols.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Motivated staff to perform at peak efficiency and quality.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
Deli Clerk
Food Lion Grocery
03.2011 - 04.2014
Education
Associate Of Applied Science - Medical Assisting
Forsyth Technical Community College
Winston-salem, NC06.2001
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Flexible and Adaptable
- Dependable and Responsible
- Multitasking
- Excellent Communication
- Computer Skills
- Organization and Time Management
- Decision-Making
- Verbal Communication
- Attention to Detail
Timeline
Lots Ops- TRA
New Leaf Temporary Service
11.2023 - Current
Manager
Hamptonville Grocery
04.2020 - 11.2023
Restaurant Shift Manager
CAP Management/McDonalds
04.2014 - 07.2019
Deli Clerk
Food Lion Grocery
03.2011 - 04.2014
Associate Of Applied Science - Medical Assisting
Forsyth Technical Community College
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