Jennifer Santos
supervisor/ shift manager
Miami,FL
Summary
Experienced Shift Manager with a strong focus on employee training and development. Known for implementing process improvements and enhancing team performance, leading to increased customer satisfaction and operational efficiency.
Professional manager prepared for leadership roles within dynamic environments. Strong focus on team collaboration, ensuring flexibility to meet changing needs. Expert in staff coordination, conflict resolution, and operational efficiency. Reliable and results-driven, known for fostering positive work environment and achieving organizational goals.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Shift Manager/Server Manager
Ihop
Miami, FL
03.2017 - Current
- Oversaw daily operations, ensuring compliance with health and safety regulations.
- Managed staff schedules to optimize labor efficiency and maintain service quality.
- Trained and mentored new team members on operational procedures and customer service standards.
- Implemented process improvements that enhanced workflow efficiency in food preparation.
- Monitored inventory levels, coordinating timely orders to reduce waste and ensure availability.
- Resolved customer complaints effectively, fostering a positive dining experience for guests.
- Conducted regular performance evaluations to guide staff development and enhance team productivity.
- Collaborated with management to develop strategies for increasing sales and improving customer satisfaction levels.
- 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.
- 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.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Exercised composure under pressure and in escalated customer service scenarios.
- Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
- Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
Shift Manager
Starbucks
Miami
01.2015 - 01.2017
- Oversaw daily operations, ensuring adherence to company standards and policies.
- Trained and mentored new team members on customer service best practices.
- Managed inventory levels, optimizing stock availability and reducing waste.
- Implemented process improvements to enhance workflow efficiency and service speed.
- Resolved customer issues promptly, maintaining high satisfaction levels and loyalty.
- Conducted team performance evaluations, providing constructive feedback for development.
- Ensured compliance with health and safety regulations during all shifts.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
Education
Certification? License - Home Health Aide
Florida Educational Institioued
Mimai,FL 03.2026 - 06.2026
High School Diploma -
Florida Christian Academy
Miami, FL05-2007
Skills
- Cash handling
- Decision-making
- Customer service focus
- Employee training
- Workplace safety
- Accurate money handling
- Staff motivation
- Opening and closing procedures
- Punctual and reliable
- Handling customer complaints
- Energetic and enthusiastic
- Training and mentoring
- Relationship building
- Team development
- Mentoring and coaching
- Staff training and onboarding
- Inventory control
Certification
- [Area of expertise] License - [Timeframe]
- Certified [Job Title], [Company Name] - [Timeframe]
Languages
Spanish
Native or Bilingual
French
Native or Bilingual
Timeline
Certification? License - Home Health Aide
Florida Educational Institioued
03.2026 - 06.2026
Shift Manager/Server Manager
Ihop
03.2017 - Current
Shift Manager
Starbucks
01.2015 - 01.2017
High School Diploma -
Florida Christian Academy