Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Heather Mcclendon

PELL CITY,AL

Summary

Dynamic leader with proven expertise in operations management and customer service excellence, honed at JACK'S FAMILY RESTAURANTS INC. and Dollar General. Elevated customer satisfaction and team performance through effective coaching, mentoring, and conflict resolution. Skilled in inventory management and money handling, achieving significant reductions in discrepancies.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Assistant Manager

JACK'S FAMILY RESTAURANTS INC.
03.2021 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Assistant Store Manager

Dollar General
01.2019 - 03.2021
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Created and maintained safe and secure work environments for employees.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
  • Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
  • Developed and maintained strong relationships with vendors to facilitate timely product delivery.
  • Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.

Education

Sterile Processing - Sterile Processing

Jeremiah Hope Academy
Down Town Birmingham Alabama
07.2018

GED - Ged

Jefferson State Community College
Birmingham, AL
12.2017

Skills

  • Customer service
  • Money handling
  • Team leadership
  • Decision-making
  • Time management
  • Problem-solving
  • Customer relations
  • Team motivation
  • Staff training and development
  • Goal setting
  • Conflict resolution
  • Team building
  • Operations management
  • Orientation and training
  • Multitasking and organization
  • Verbal and written communication
  • Coaching and mentoring
  • Inventory management
  • Microsoft office expertise
  • Professional and courteous

Accomplishments

    .

  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Certification


  • ServSafe Food Handler's Certification
  • First Aid Certification
  • First Aid Certification - American Heart Association.

Timeline

Assistant Manager

JACK'S FAMILY RESTAURANTS INC.
03.2021 - Current

Assistant Store Manager

Dollar General
01.2019 - 03.2021

Sterile Processing - Sterile Processing

Jeremiah Hope Academy

GED - Ged

Jefferson State Community College

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Heather Mcclendon