Kathleen Fernandez
Los Angeles,CA
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
19
19
years of professional experience
Work History
Shift Manager
McDonald's
Whittier, CA
04.2019 - 12.2024
- Enforced safety standards throughout the store including proper use of equipment.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Coached employees on interactions with customers to drive exceptional service.
- Identified needs of customers promptly and efficiently.
- Communicated with other shift managers to facilitate continuum of customer service.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Recommended opportunities for growth and advancement to motivate employees.
- Assisted in resolving escalated customer service issues in a timely manner.
- Provided coaching and guidance to team members when necessary to improve performance.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Monitored store operations to ensure compliance with company policies and procedures.
- Helped employees accomplish tasks during peak periods.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Shift Manager
McDonald's
Santa Fe Springs, CA
11.2013 - 12.2018
- Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
- Managed the scheduling of staff shifts to ensure adequate coverage
- Enforced safety standards throughout the store including proper use of equipment.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Coached employees on interactions with customers to drive exceptional service.
- Identified needs of customers promptly and efficiently.
- Communicated with other shift managers to facilitate continuum of customer service.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Recommended opportunities for growth and advancement to motivate employees.
- Provided coaching and guidance to team members when necessary to improve performance.
- Directed and led employees and team members on effective operations, methods and procedures.
Shift Manager
Taco Bell
Santa Fe Springs, CA
06.2006 - 01.2011
- Enforced safety standards throughout the store including proper use of equipment.
- Assigned tasks to employees and monitored productivity, performance and task completion.
- Evaluated and assessed personnel to identify potential candidates for promotion.
- Coached employees on interactions with customers to drive exceptional service.
- Directed and coordinated production activities, encouraging employees to meet specifications.
- Identified needs of customers promptly and efficiently.
- Reinforced rules to promote superior employee performance.
- Communicated with other shift managers to facilitate continuum of customer service.
- Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Recommended opportunities for growth and advancement to motivate employees.
- Assisted in resolving escalated customer service issues in a timely manner.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Provided coaching and guidance to team members when necessary to improve performance.
- Directed and led employees and team members on effective operations, methods and procedures.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
- Resolved conflicts between staff members in a professional manner.
- Delegated tasks to multiple employees while maintaining efficient workplace.
- Monitored store operations to ensure compliance with company policies and procedures.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Helped employees accomplish tasks during peak periods.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Education
Certified Nurse Assistant - Nursing Assistance
New Regal Health Career
Pasadena, CA01-2011
Skills
- Team Development
- Safety Compliance
- Documentation and Reporting
- Cash Handling
- Mentoring and Coaching
- Delegating Work
- Handling Customer Complaints
- Decision-Making
- Process Improvements
- Opening and Closing Procedures
- Employee Training
- Shift Checklists
Timeline
Shift Manager
McDonald's
04.2019 - 12.2024
Shift Manager
McDonald's
11.2013 - 12.2018
Shift Manager
Taco Bell
06.2006 - 01.2011
Certified Nurse Assistant - Nursing Assistance
New Regal Health Career