Jalecia Harris
Tallassee
Summary
Dynamic Shift Manager at Wendy's with a proven track record in employee training and customer service excellence. Skilled in problem-solving and decision-making, I enhanced team performance and streamlined operations, fostering a collaborative environment. Committed to delivering exceptional service while maintaining punctuality and reliability in high-pressure situations.
Overview
6
6
years of professional experience
Work History
Shift Manager
Wendy's
10.2024 - Current
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
Crew Member
Whataburger
09.2022 - 10.2024
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
Problem Resolution Specialist
Alight Solutions
01.2022 - 07.2022
- Reviewed closed cases regularly to identify any potential gaps in service or opportunities for further improvement in the problem resolution process.
- Streamlined problem resolution processes for faster response times and increased efficiency.
- Provided feedback to management on customer concerns and suggestions for improving overall problem resolution efforts.
- Acted as a liaison between customers and internal teams to ensure seamless communication during the problem resolution process.
- Provided exceptional support to customers experiencing technical or account-related issues, restoring confidence in the company''s services.
- Managed a caseload of challenging customer issues, prioritizing and resolving them in a timely manner.
- Established trust with customers by demonstrating empathy, listening actively, and taking ownership of their issues until fully resolved.
Team Leader
Whatabuger
03.2021 - 01.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Fulfillment Associate
Trulieve
11.2020 - 03.2021
- Assisted in the training of new fulfillment associates, sharing best practices and offering support as needed.
- Demonstrated adaptability by cross-training in multiple job functions within the fulfillment center.
- Exceeded customer expectations by going above and beyond to ensure fast, accurate, and courteous service throughout the entire fulfillment process.
- Enhanced customer satisfaction by accurately fulfilling orders within tight deadlines.
- Boosted warehouse efficiency by consistently meeting or exceeding productivity goals for daily tasks.
Custodial Worker
Florida State University
11.2018 - 09.2020
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Kept building spaces premises clean inside and outside.
- Contributed to a positive work environment through consistent punctuality, reliability, and professionalism.
- Improved facility cleanliness by performing daily custodial tasks such as sweeping, mopping, and vacuuming.
- Collected trash and emptied receptacles and recycling containers.
Education
High School Diploma - General Studies
James S. Rickards High School
Tallahassee, FL05.2007
Skills
- Cash handling
- Decision-making
- Customer service focus
- Employee training
- Punctual and reliable
- Handling customer complaints
- Energetic and enthusiastic
- Documentation and reporting
- Customer service
- Problem-solving
- Active listening
- Computer skills
Timeline
Shift Manager
Wendy's
10.2024 - Current
Crew Member
Whataburger
09.2022 - 10.2024
Problem Resolution Specialist
Alight Solutions
01.2022 - 07.2022
Team Leader
Whatabuger
03.2021 - 01.2022
Fulfillment Associate
Trulieve
11.2020 - 03.2021
Custodial Worker
Florida State University
11.2018 - 09.2020
High School Diploma - General Studies
James S. Rickards High School
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