Jillian Munroe
City of Brockton
2 Commercial Dr 8301,MA
26
years of professional experience
Accomplished manager with a proven track record at Papa Gino's, City Of Brockton, Dunkin Donuts, excelling in team leadership and customer service. Enhanced operational efficiency by implementing process improvements and optimizing resource utilization. Skilled in staff training and development, fostering high-performing teams. Successfully reduced customer complaints by 20% through rigorous quality control and effective communication.
Work History
Manager
9 Years 5 Months- Directed daily operations to ensure efficient service delivery and compliance with municipal policies.
- Supervised staff performance, assigned workloads, and resolved operational issues promptly.
- Coordinated cross-department communication to support timely completion of city initiatives.
- Reviewed procedures and implemented process improvements to strengthen consistency and accountability.
Manager
6 Years 10 Months- Prepared reports, records, and documentation to support management decisions and regulatory compliance.
- Monitored budgets and resources to maintain effective use of departmental funds.
- Responded to public and internal inquiries with clear guidance and professional issue resolution.
- Trained staff on procedures, expectations, and service standards to improve team effectiveness.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Manager
7 Years 7 Months- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
High School Diploma
Skills
Customer service
Team leadership
Time management
Decision-making
Verbal and written communication
Staff training and development
Staff management
Task delegation
Documentation and reporting
Shift scheduling
Clear communication
Safety procedures
Inventory management
Disciplinary techniques
Teamwork and collaboration
Attention to detail
Multitasking
Excellent communication
Organizational skills
Hiring and training
Timeline
Manager
City of Brockton
11.2016 - 04.2026Read More
Manager
Papa Gino's
06.2008 - 04.2015Read More
Manager
Dunkin' Donuts Franchising
04.2000 - 11.2007Read More
Southeastern Regional Vocational High School
High School Diploma
Read More