Kahlan Ovalles
McKeesport,PA
Summary
Proven leader with extensive experience in the customer service field, adept in POS System Operation and excelling in customer service management. Demonstrated ability to enhance team collaboration, drive significant improvements in customer satisfaction, and foster a culture of continuous improvement. Skilled in conflict resolution and staff supervision, ensuring a positive and efficient work environment.
Overview
6
6
years of professional experience
Work History
Crew Member
Dunkin' Donuts Franchising
07.2016 - 08.2018
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Worked front counter, drive-thru and other areas.
- Accurately operated cash register to process customer payments.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Became familiar with products to answer questions and make suggestions.
- Worked well with teammates and accepted coaching from management team.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Trained new team members on procedures, customer service, and sales techniques.
Shift Leader
Dunkin Donuts Baskin Robbins
06.2019 - 09.2021
- Completed cash and credit card transactions accurately using POS software.
- Trained new employees and delegated daily tasks and responsibilities.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enforced company policies and regulations with employees.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Supported a culture of continuous improvement by identifying and addressing areas for potential growth, both individually and as a team.
- Evaluated customer needs and feedback to drive product and service improvements.
Server
Longhorn Steakhouse
10.2021 - 09.2022
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Worked front counter, drive-thru and other areas.
- Accurately operated cash register to process customer payments.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Became familiar with products to answer questions and make suggestions.
- Worked well with teammates and accepted coaching from management team.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Trained new team members on procedures, customer service, and sales techniques.
Education
High School Diploma - General Studies
Connections Acadamy
Pittsburgh, PA06.2019
Skills
- Positive Attitude
- Cash Handling
- Team Leadership
- Problem-Solving
- Customer service focus
- Decision-making capabilities
- Team motivation
- Strong verbal and written communication
- Creative Problem-Solving
- Customer Service Management
- Team Collaboration and Leadership
- Conflict Resolution
- Staff Supervision
- Goal Setting and Tracking
- POS System Operation
Timeline
Server
Longhorn Steakhouse
10.2021 - 09.2022
Shift Leader
Dunkin Donuts Baskin Robbins
06.2019 - 09.2021
Crew Member
Dunkin' Donuts Franchising
07.2016 - 08.2018
High School Diploma - General Studies
Connections Acadamy
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