JAKELA TOMLIN
Charlotte,NC
Summary
A Cheerful and upbeat professional with history of exceeding customer service expectations. Always Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Dedicated food service manager with 5 years of experience overseeing staff and operations for the restaurant and food service industry. A versatile leader with skills in staff recruitment and leadership, business planning and marketing. Quick-thinker with logical solutions to wide variety of issues in food service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Certified Nursing Assistant
Sardis Oaks Nursing Facility
Charlotte, NC
09.2024 - Current
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Supported non-ambulatory residents in range of motion exercises.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Conducted patient education on health maintenance and disease prevention.
- Observed and reported unusual symptoms and changes to charge nurse.
- Supplied, collected and emptied patient bedpans on frequent basis.
- Assisted residents with bathing and dressing to promote personal hygiene.
- Distributed drinking water and nourishment to residents.
- Conducted routine checks on patient vitals, blood pressure, blood sugar and heart rate.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Took temperature readings orally or rectally as instructed by the RN or MD.
- Assisted residents in preparing for activities and social programs.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Documented activities and recorded information in EMR system.
- Transported patients to treatment units, using wheelchair or stretcher.
- Participated in educational programs related to nursing assistant skills development.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Provided emotional support to patients and families during difficult times.
- Responded quickly to emergency situations involving sudden illness or injury.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Planned and served meals and snacks to patients according to prescribed diets.
- Reported changes in patient condition to registered nurse or physician.
- Used mobility devices to transport patients.
- Turned and repositioned bedridden patients to prevent bedsores.
- Cleaned and sanitized patient rooms according to established protocols.
- Answered call lights promptly and responded to patient needs accordingly.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
- Assisted with admission procedures such as gathering personal data from the patient's chart.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
General Manager in Training
Cava
Charlotte, NC
06.2022 - 11.2024
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Implemented successful business strategies to increase revenue and target new markets.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments and direction.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Tracked monthly sales to generate reports for business development planning.
- Administered employee discipline through verbal and written warnings.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Led employee evaluations with constructive feedback to boost performance.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
Register Behavior Technician
ABS Kids
Charlotte, NC
01.2022 - 06.2022
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Applied proven strategies to positively affect client behaviors.
- Understood autism spectrum disorder, associated behaviors and optimum treatments.
- Collected and analyzed data and monitored progress and efficacy of individualized treatment plans.
- Exercised confidentiality and discretion to maintain HIPAA requirements.
- Assisted with building life and social skills useful for everyday activities and interactions.
- Communicated with patients' family members to explain treatment process, answer questions and maintain relationships.
- Participated in continuing education and in-service training to advance skills.
- Reviewed data and progress reports with management and specialists to strategize program improvements.
- Attended review, progress and clinical team meetings.
- Cultivated relationships with fellow staff members to enhance team collaboration.
- Encouraged patients to develop interpersonal skills and engage in social interactions or other therapeutic activities.
- Monitored patients' well-being and reported changes or unusual behavior or physical illness to medical staff.
- Aided patients in performing activities of daily living.
- Assisted patients improve social relationships and engagement.
Assistant Manager
Taco Bell
CHARLOTTE, NORTH CAROLINA
08.2015 - 06.2022
- Lead and manage the shift crew containing up to 20 crew members at a time.
- Account for store inventory at the end of shift.
- Place orders for food and supplies daily for incoming trucks.
- Efficiently operate the manager labor, ICOS, sales, and production systems.
- Communicate with customers directly to handle adverse issues, discrepancies, refunds, and processing of orders.
- Account and verify register amounts as well as accounting the safe at the end of shift.
- I also make Change orders with current banks.
- Monitored multiple databases to keep track of all company inventory.
- Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.
- Upheld company standards and compliance requirements for operations and cleanliness of all areas.
- Assisted with performance reviews to identify areas of improvement.
- Inspected incoming supplies to conform with materials specifications and quality standards.
- Reviewed applications and resumes and recommended top candidates for interviews.
- Generated reports to assess performance and make adjustments.
- Documented production levels, materials used and special incidents to keep management informed of daily activities.
- Coordinated daily shift changes to facilitate tasks and handle special needs or requests.
- Conducted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Kept areas clean, neat and inspection-ready at all times to comply with product guidelines.
- Documented receipts, employee hours and inventory movements.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
- Organized daily workflow and scheduled staff vacations for adequate coverage.
- Managed schedules, accepted time off requests and found coverage for shifts.
- Conducted one-on-one coaching sessions with team members resulting in reduced lost time and workplace accidents.
- Enforced compliance with housekeeping, safety and sanitary requirements to protect team members and customers.
- Transformed work area by increasing production, reducing turnover, eliminating waste and enhancing quality.
- Delegated tasks to employees and monitored activities and task completion.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Delegated daily tasks to team members to optimize group productivity.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Customer Service Representative
Wells Fargo
Charlotte, NC
01.2020 - 10.2021
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Educated customers on special pricing opportunities and company offerings.
- Answered 60+ inbound calls per day and directed to designated individuals or departments.
- Reviewed account and service histories to identify trends and issues.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Documented conversations with customers to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Delivered service and support to each customer, paving way for future business opportunities.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Set up and activated customer accounts to maintain QA satisfaction levels.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Crew Member
Sunflower Baking Company
CHARLOTTE, NORTH CAROLINA
01.2017 - 12.2017
- Assist with the preparation of baked goods that are sold daily.
- I also make gourmet sandwiches, assist as a coffee barista, advertise for the company to generate revenue, and run the cashier.
- In Addition to sales, this role consists of sanitary roles such as cleaning work areas, customer areas, and keeping the kitchen up to the sanitation standards of the county.
- Handled escalated customer complaints to provide full resolutions and promote loyalty.
- Entered orders into computer system to send order details to kitchen, mentioning customer's special requests and food allergies in person.
- Cleaned and washed kitchen equipment to maintain excellent functionality and productivity.
- Accepted and processed payments via credit card and cash worth up to $5,000 daily.
- Organized and restocked ingredients and kitchen supplies to support operations and team productivity.
Customer Service Representative/ Everyday Banking
Bank of America
SUMTER, South Carolina
01.2016 - 09.2017
- Service customers daily inbound calls pertaining to discrepancies with personal banking accounts.
- Safely worked with personal and confidential data in regards to the position.
- Effectively conduct troubleshooting measures to assisted customers with problems with debit cards linked to personal banking account.
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Reviewed account and service histories to identify trends and issues.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained revenue streams by exhausting every option before offering refunds.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Supported end-users by responding quickly to phone messages and following up on complaints
- Addressed customer service inquiries quickly and accurately.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
- Worked with managers to develop service improvement initiatives.
Education
High School Diploma -
Lakewood High School
Sumter, SCSkills
- Microsoft Word, Excel, PowerPoint, Outlook
- Accounting
- Banking
- Cashier
- Make Change
- Debit
- Inventory
- Excel
- Outlook
- PowerPoint
- Microsoft Word
- Sales
- Troubleshooting
- Credit card payment processing
- Stockroom procedures
- In-store support
- Inbound and outbound calling
- Technologically savvy
- Courteous demeanor
- Inventory control
- Problem-solving abilities
- Quality assurance controls
- Active listening
- Promotional support
- Call center experience
- Microsoft Office expertise
- Office equipment proficiency
- Quality control
- Schedule mastery
- Business development understanding
- Project management abilities
- Adaptive team player
- Organizational strengths
- Product organization
- Store maintenance
- Customer relations
- Conflict mediation
- High-energy attitude
- Shipping and receiving understanding
- Decision Making
- Sales Team Development
- Performance Improvements
- Cross-Functional Team Management
- Supervision and Training
- Recruitment and Hiring
- Team Leadership
- Goal Setting
- Sales Promotion
- Staff Scheduling
- Quality Assurance
- Financial Statement Review
- Training Management
- Revenue Forecasting
- Policy Development and Enforcement
- Assignment Delegation
- Process Improvements
- Staff Development
- Sales Tracking
- Hiring and Onboarding
- Focus and Follow-Through
- Budget Control
- Employee Motivation
- Performance Evaluation and Monitoring
- Management Team Building
- Customer Service Management
- Originality and Creativity
Accomplishments
- Shift Lead, Crew Member, Shift Supervisor, Food Service, Fast Food, Team Member, Customer Service Management, Organizational Management, Scheduling, Accounting, Inventory.
- Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer flow.
- Quality Communication - Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers.
- Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information.
- Computed Data Reports - Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
- Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions.Assisted customers over the phone regarding store operations, product, promotions and orders.
- Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Consistently maintained high customer satisfaction ratings.
- Market Research - Interviewed clients via market research surveys to identify product issues and customer needs.
Certification
- Occupational Safety and Health, Food Safety: Certified
- OSHA certification: Food Handling
- Nurse Aide 1 (April 2024)
- First Aide Certified
- BLS Certified
Timeline
Certified Nursing Assistant
Sardis Oaks Nursing Facility
09.2024 - Current
General Manager in Training
Cava
06.2022 - 11.2024
Register Behavior Technician
ABS Kids
01.2022 - 06.2022
Customer Service Representative
Wells Fargo
01.2020 - 10.2021
Crew Member
Sunflower Baking Company
01.2017 - 12.2017
Customer Service Representative/ Everyday Banking
Bank of America
01.2016 - 09.2017
Assistant Manager
Taco Bell
08.2015 - 06.2022
High School Diploma -
Lakewood High School
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