John Kuhns-Miller
Tucson,AZ
Summary
Dynamic Guest Services Shift Leader with a proven track record at Pilot Flying J Travel Center, excelling in customer service and team management. Skilled in complaint resolution and inventory monitoring, I foster a positive work environment while enhancing guest satisfaction and loyalty through effective training and leadership.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Guest Services Shift Leader
Pilot Flying J Travel Center
Eloy, AZ
05.2025 - Current
- Supervised daily operations to ensure exemplary customer service and smooth workflow.
- Coordinated staff schedules to optimize team coverage during peak hours.
- Trained new employees on company policies, safety protocols, and customer service techniques.
- Resolved customer complaints promptly to enhance satisfaction and loyalty.
- Monitored inventory levels and coordinated with suppliers for timely restocking.
- Conducted regular performance evaluations to identify training needs and promote skill development.
- Maintained cleanliness and organization of guest areas to uphold brand standards.
- Handled escalated guest issues with professionalism and empathy, de-escalating situations for a satisfactory resolution.
- Provided ongoing training and development opportunities for team members, contributing to their personal growth and enhanced job performance.
Shift Leader
Love's Travel Stops & Country Stores Inc.
Gila Bend, AZ
01.2024 - 05.2025
- Supervised daily operations to ensure seamless service and customer satisfaction.
- Trained and mentored team members on operational procedures and customer engagement techniques.
- Monitored inventory levels and coordinated restocking efforts to maintain product availability.
- Implemented safety protocols to enhance workplace safety and compliance with regulations.
- Resolved customer complaints swiftly, enhancing overall service experience and loyalty.
- Collaborated with management on strategic initiatives to drive sales growth and operational excellence.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
Swing Manager
McDonald's
Gila Bend, AZ
08.2022 - 01.2024
- Supervised daily operations to ensure compliance with quality standards and service excellence.
- Trained staff on operational procedures, enhancing team performance and service speed.
- Managed inventory levels, ensuring timely restocking of supplies to meet customer demand.
- Implemented efficient workflow processes, reducing wait times during peak hours.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Motivated staff to perform at peak efficiency and quality.
Customer Service Representative
Love's Travel Stops & Country Stores Inc.
Gila Bend, AZ
08.2020 - 08.2022
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Trained new staff on company policies and customer service protocols, ensuring consistent service delivery.
- Managed high-volume phone lines, maintaining professionalism and accuracy in information dissemination.
- Collaborated with management to streamline processes, reducing response times for customer requests.
- Streamlined maintenance processes with the implementation of a preventative maintenance schedule for all facility equipment.
- Supervised daily cleaning operations, ensuring adherence to safety and sanitation standards.
- Trained new staff on proper cleaning techniques and equipment usage.
- Developed and implemented efficient cleaning schedules to optimize workflow.
- Collaborated with management to address facility maintenance issues promptly.
Customer Service Representative
Circle K
Gila Bend, AZ
03.2019 - 08.2020
- Implemented feedback mechanisms to assess service quality, driving continuous improvement initiatives.
- Developed training materials for onboarding, increasing comprehension of systems and procedures among new hires.
- Led team meetings focused on performance metrics, fostering a culture of accountability and excellence.
- Analyzed customer feedback trends to inform strategic decisions aimed at enhancing service offerings.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
Honesdale High School
Honesdale, PASkills
Exceptional communication
Team management
Policy enforcement
Strong leadership
Customer service
First aid training
Guest accommodations
Guest relations
Complaint handling
Documentation and reporting
Issue resolution
Inventory monitoring
Guest orientation
Shift change management
Cash handling experience
Teamwork
Positive attitude
Teamwork and collaboration
Problem-solving
Problem-solving abilities
Multitasking
Multitasking Abilities
Reliability
Team leadership
Team collaboration
Active listening
Team building
Certification
Weighmaster Certified
Manager Food Handler Card
Timeline
Guest Services Shift Leader
Pilot Flying J Travel Center
05.2025 - Current
Shift Leader
Love's Travel Stops & Country Stores Inc.
01.2024 - 05.2025
Swing Manager
McDonald's
08.2022 - 01.2024
Customer Service Representative
Love's Travel Stops & Country Stores Inc.
08.2020 - 08.2022
Customer Service Representative
Circle K
03.2019 - 08.2020
High School Diploma -
Honesdale High School