Hillary Pence
Salem,OR
Summary
Experienced operations leader with strengths in customer service, team training, and problem resolution, delivering smooth daily performance, strong communication, and efficient support across fast-paced service environments.
Overview
1
1
Certification
3
3
years of professional experience
Work History
Product Support Specialist
Garmin
Salem, OR
09.2024 - 01.2025
- Coordinated customer support for Garmin product setup, troubleshooting, and usage guidance to enhance user satisfaction.
- Guided users through pairing, software update, and account access processes to ensure seamless product experience.
- Resolved product concerns by applying Garmin support scripts and knowledge base guidance.
- Documented support cases in CRM with clear, accurate details to facilitate effective follow-up and resolution.
- Coordinated with internal teams to complete order, service, and replacement requests.
General Manager
Wendy's
Salem, OR
02.2022 - 09.2024
- Oversaw daily business operations, integrating budgeting, staffing, scheduling, inventory control, customer service, and sales for optimal performance.
- Directed Wendy's restaurant operations across dining room, drive-thru, and kitchen
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Developed and implemented service and sales strategies to enhance customer retention and drive revenue growth.
- Tracked monthly sales to generate reports for business development planning.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Scheduled crew shifts and managed labor coverage for daily service needs
- Created staff schedules and monitored payroll expenditures to ensure adherence to budget constraints.
- Coached shift leaders and crew on guest service and performance expectations
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Guided management and supervisory staff to promote smooth operations.
- Trained team members on food safety, service standards, and station procedures
- Monitored inventory levels and ordered supplies for restaurant readiness
- Supervised cash handling, deposits, and register accuracy during shifts
- Enforced cleanliness standards and health code compliance throughout restaurant areas
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Forecasted customer demand to set prices or credit terms for goods or services.
Education
Medical Records Certificate - Medical Records - Medical Billing And Coding
University of Phoenix
Phoenix, AZ09-2026
Skills
- Technical troubleshooting
- Customer service
- Problem resolution
- Quality control
- Administrative expertise
- Staff training and development
- Leadership skills
- Time management
- Goal achievement
- Effective communication
Certification
- National Healthcareer Association Certified Billing and Coding Specialist
- University of Phoenix Medical Records Certificate
Timeline
Product Support Specialist
Garmin
09.2024 - 01.2025
General Manager
Wendy's
02.2022 - 09.2024
Medical Records Certificate - Medical Records - Medical Billing And Coding
University of Phoenix