Summary
Overview
Work History
Education
Skills
Timeline
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Julianna Gorman

Brookfield,MA

Summary

Versatile and dynamic leader with proven expertise in team leadership and customer service management, honed at Dunkin Donuts. Excelled in fostering a cohesive team environment, enhancing customer satisfaction, and streamlining operations. Skilled in POS system operation and conflict resolution, consistently driving improvements and maintaining high standards of service and efficiency.

Overview

3
3
years of professional experience

Work History

Shift Leader

Dunkin Dounts
West Brookfield, MA
09.2024 - Current
  • 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.
  • Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

Restaurant Hostess

Hardwick Crossing
Hardwick, MA
02.2023 - 10.2023
  • Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
  • Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
  • Answered customer questions about hours, seating, and menu information.
  • Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
  • Enhanced customer satisfaction by greeting and seating guests promptly upon arrival.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
  • Provided exceptional service through friendly interactions with customers, answering questions and addressing concerns.
  • Managed reservations effectively, accommodating special requests and ensuring accurate guest counts.
  • Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
  • Collaborated with servers to ensure smooth transitions between tables, minimizing wait times for guests.
  • Supported servers, food runners, and bussers with keeping dining area ready for every guest.
  • Checked in with servers to confirm preparedness before seating customers.

Crew Member Team Leader

Papa Gino's
Charlton, MA
07.2021 - 02.2023
  • Achieved consistently high-quality standards by emphasizing attention to detail and adherence to company policies.
  • Boosted customer satisfaction levels with timely resolutions of concerns and proactive service improvements.
  • Maintained store cleanliness at all times by delegating tasks appropriately among team members as required.
  • Implemented training programs for new hires, ensuring they were well-equipped to perform their duties.
  • Oversaw cash management procedures, ensuring accuracy in transactions and reducing discrepancies in end-of-day reports.
  • Fostered a positive working environment through active listening and constructive feedback, leading to improved staff morale.
  • Resolved customer complaints promptly, going above-and-beyond to ensure complete satisfaction with our services.
  • Mentored junior team members on best practices within our departmental guidelines; this guidance contributed to overall improvement of crew member skills.
  • Quickly and efficiently resolved complaints and escalated issues.
  • Followed instructions and safety protocols to prevent accidents and injuries.
  • Used variety of hand and power tools to complete tasks.
  • Cleaned and maintained tools, equipment and worksites.
  • Followed instructions and safety protocols while operating machinery and equipment.

Education

Tantasqua Regional High School
Fiskdale, MA

Skills

  • Positive attitude
  • Cash handling
  • Team leadership
  • Problem-solving
  • Customer service focus
  • Flexible schedule
  • Team motivation
  • Strong verbal and written communication
  • Training assistance
  • Creative problem solving
  • Customer service management
  • Team collaboration and leadership
  • Conflict resolution
  • POS system operation
  • Sales and upselling

Timeline

Shift Leader

Dunkin Dounts
09.2024 - Current

Restaurant Hostess

Hardwick Crossing
02.2023 - 10.2023

Crew Member Team Leader

Papa Gino's
07.2021 - 02.2023

Tantasqua Regional High School

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Julianna Gorman