Kelsi Swertfager
Saint Augustine,FL
Summary
Dynamic leader with proven expertise in staff management and customer service excellence, honed at Culver's Restaurant and other notable companies. Excelled in team leadership and time management, enhancing customer satisfaction and operational efficiency. Skilled in decision-making and verbal communication, significantly improving team performance and service delivery.
Overview
7
7
years of professional experience
Work History
Manager
Culver's Restaurant
08.2022 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Established team priorities, maintained schedules and monitored performance.
Assistant Manager
Dunkin' Donuts
05.2019 - 08.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Customer Service Representative
Winn Dixie Supermarket
07.2018 - 03.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
High School Diploma -
Flagler Palm Coast High School
Palm Coast, FL05-2011
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Staff training and development
- Staff management
- Task delegation
- Documentation and reporting
- Schedule preparation
Timeline
Manager
Culver's Restaurant
08.2022 - Current
Assistant Manager
Dunkin' Donuts
05.2019 - 08.2022
Customer Service Representative
Winn Dixie Supermarket
07.2018 - 03.2019
High School Diploma -
Flagler Palm Coast High School
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