Jaime T Shaw
Manchester,NH
Summary
Dynamic Assistant Manager with proven strengths in customer service, conflict resolution, and staff training. Committed to enhancing customer experiences and fostering team collaboration to achieve high satisfaction rates.
Overview
15
15
years of professional experience
Work History
Assistant Manager, Customer Service
U-Haul
Manchester, New Hampshire
04.2018 - 12.2025
- Coordinated with other departments to ensure customer satisfaction.
- Developed strategies to increase customer loyalty and retention rates.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Resolved escalated complaints from customers in a timely manner.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Managed day-to-day operations of the Customer Service department.
- Provided customer service and assistance to customers in resolving issues and concerns.
- Reviewed billing discrepancies with customers to resolve any payment issues.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored phone calls to provide feedback and coaching.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality, and conformance.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Shift Leader
Dunkin' Donuts
Manchester, New Hampshire
01.2011 - 03.2018
- Provided exceptional customer service in fast-paced restaurant environment.
- Assisted with food preparation and maintained cleanliness of kitchen areas.
- Operated cash register and processed customer transactions accurately.
- Collaborated with team members to ensure timely order delivery.
- Handled customer inquiries and resolved issues effectively.
- Trained new staff on company policies and service standards.
- Contributed to menu item presentation and food quality control.
- Supported management in maintaining inventory and ordering supplies efficiently.
- Provided quality customer service with a friendly attitude.
- Assisted in taking customer orders and providing recommendations.
- Followed restaurant guidelines in regards to food safety and hygiene to prevent illness.
- Provided exceptional service to high volume of daily customers.
- Maintained cleanliness of dining area by wiping down surfaces, sweeping floors.
- Processed payments accurately and efficiently using POS system.
- Answered phone calls promptly and handled inquiries from customers courteously.
- Greeted customers and provided menus.
- Followed health code regulations when handling food items safely.
- Trained new team members on restaurant policies and procedures.
- Cleaned cooking equipment after use according to safety protocols.
- Organized takeout orders for customers on the go or ordering ahead of time.
- Prepared food items such as salads, sandwiches, desserts, as needed.
- Stocked condiments, toppings and other food items during slow hours to avoid dashing to kitchen during peak times.
- Cleaned counters and common areas to minimize spread of germs.
- Stocked front-of-house supplies such as napkins, utensils, straws.
- Bussed, cleared, and reset tables as needed throughout shift.
- Ensured all dishes were prepared according to restaurant standards.
- Assisted at drive-thru window by swiftly handling cash and credit card transactions.
- Checked expiration dates on food products regularly and replaced expired items.
- Monitored temperature of refrigeration units to ensure proper storage conditions.
- Conducted daily inventory checks to ensure adequate product was available.
- Maintained clean and organized work area at all times.
- Greeted customers, answered questions, and recommended specials to increase profits.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Addressed complaints to kitchen staff and served replacement items.
- Maintained safe food handling practices to prevent germ spread.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Packaged and bagged cooked food and prepared items.
- Refilled condiments, napkins and server workstations.
- Made meals in accordance with company standards and requirements.
- Monitored temperatures of prepared food and cold-storage areas.
- Rotated inventory to reduce waste and optimize freshness.
- Prepared workstations with ingredients and tools to increase efficiency.
- Operated kitchen equipment in alignment with OSHA protocols and manufacturer instructions.
- Directed patrons to restrooms and other amenities within facility.
Education
High School Diploma -
Manchester High School West
Manchester, NH06-2003
Some College (No Degree) - Medical Assistant
Seacoast Career Schools
NHSkills
- Customer service
- Staff training
- Conflict resolution
- Performance management
- Customer retention
- Team collaboration
- Inventory management
- Effective communication
- Problem solving
- Time management
- Leadership development
- Coaching and mentoring
- Delegation skills
- Workplace safety compliance
- Money handling
- Customer relations
- Multitasking and organization
- Staff supervision
- Scheduling and planning
- Closing oversight
- Verbal and written communication
- Employee supervision
- Decision-making
- Team motivation
- Sales strategies
- Customer service and satisfaction
- Customer rapport
References
References available upon request.
Timeline
Assistant Manager, Customer Service
U-Haul
04.2018 - 12.2025
Shift Leader
Dunkin' Donuts
01.2011 - 03.2018
High School Diploma -
Manchester High School West
Some College (No Degree) - Medical Assistant
Seacoast Career Schools