Kesha Ragas
Charlotte,NC
Summary
Highly competent operations manager with an abundance of energy and common sense. Possess a professional attitude and demeanor; enthusiastic, hard-working, self-starter; self-directed, good independent judgement; quick learner Flexible in handling responsibilities; adapt easily to changing environments and responsibilities; creative and innovative problem-solver; excellent administrative decisions. High degree of personal integrity in the handling of confidential information. Attention to detail with emphasis on completeness, accuracy and appearance. Initiative, tact, ability to communicate concepts, objectives and ideas clearly and concisely. Excellent public speaking skills; experience in planning and conducting presentations.
Overview
12
12
years of professional experience
Work History
General Manager
McDonald Restaurant
McKinney, TX
01.2022 - 01.2024
- Obtained profit contribution by managing staff and establishing and accomplishing business objectives
- Built company image by collaborating with customers, government, community organizations, and employees; and enforcing ethical business practices
- Increased management’s effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; cultivating a climate for offering information and opinions and providing educational opportunities
- Developed strategic plan by studying business and financial opportunities, presenting analysis, and recommending objectives
- Accomplished objectives by establishing plans, budgets, and result measurements; allocating resources; reviewing progress; and making mid-course correction
- Coordinated efforts by establishing procurement, production, marketing field, and technical services policies and practices; coordinating actions with corporate staff
- Maintained quality service by establishing and enforcing organization standards
- Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; stabling personal networks; benchmarking state-of-the-art practices; and participating in professional societies.
General Manager
McDonald Restaurant
Temple, TX
01.2019 - 01.2021
- Monitored budgets, payroll records, and review financial transactions to ensure that expenditures were authorized and budgeted
- Maintained food and equipment inventories and kept accurate inventories and kept accurate inventory records
- Monitored food preparation methods, portion sizes, garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner
- Oversaw staffing requirements to meet business needs and enforced safety and security related policies
- Investigated and resolved complaints regarding food quality, service, or accommodations
- Scheduled and received food and beverage deliveries, checked delivery contents to verify product quality and quantity
- Properly trained on Safety & food safety, including coaching & developing crew and managers.
Financial Crimes Specialist
Wells Fargo
Charlotte, NC
01.2018 - 01.2019
- Visa Dispute Resolution trained
- Provided exceptional customer service to Wells Fargo banking customers while processing fraud and non-fraud claims
- Utilized and skilled in online system and tools such as DAT, HOGAN, Visa, MARS, ARCOT, CIV, CCM, CSA, CAP and OIB to research and process claims
- Meticulously probed customers to deny or accept claims and submit the appropriate chargeback, reviewed customers history and associated claims in order to distinguish customer’s trending purchase spending habits, and true fraud
- Resolved claims within Regulations E and Visa guidelines
- Processed Warm Transfer, Debit Card, PIN ACH CIV Credit Card, Card free ATM and online banking.
Assistant Store Manager
McDonald Restaurant
Charlotte, NC
01.2012 - 01.2018
- Responsible for discovering fraudulent policies or transactions within the organization’s operations
- Investigated any instance of false transactions, misappropriation of funds, overestimation of expenses
- Managed day to day operations including sales, staffing, and food supplies
- Developed and implemented budget plans to successfully increase profit margins
- Created and implemented plans to develop effective advertising to increase sales
- Supervised, managed and trained 50+ employees on company policies and hazards procedures
- Conducted food cost analysis including projection for future needs.
Claims Specialist
Allstate
Charlotte, NC
01.2019
- Evaluated, resolved and appropriately escalated coverage related issues
- Processed property, auto and liability claims by gathering detailed information as well as making claim payments up to authority level
- Communicated claim process to insured, claimant and outside vendors
- Ensured that all claim inquiries were handled in a timely yet professional manner
- Demonstrated effective written and oral communication skills through claim handling and documentation
- Worked on a certain amount of claim daily to make sure we reach as many as customers as possible
- Ensured facilitation on first call resolution and customer satisfaction on all transactions
- Actively participated in pilot projects, employee focus groups and task forces to create organizations best practices
- Explained policy coverages to the insured when related to claim loss
- Determined and thoroughly explained liability calculations to insured and claimant.
Education
Bachelor Arts in Human Resource Management -
Colorado Tech University
Colorado Springs, COSkills
- Operation Management
- Team Leadership
- Customer Service & Engagement
- Flexibility in handling responsibilities
- Adaptability to changing environments and responsibilities
- Creative and innovative problem-solving
- Excellent administrative decisions
- Public speaking skills
- Planning and conducting presentations
- Strategic planning
- Budgeting and financial analysis
- Procurement and production coordination
- Marketing field and technical services policies and practices
- Maintaining organization standards
- Professional and technical knowledge
- Claims evaluation and resolution
- Property, auto, and liability claims processing
- Effective written and oral communication
- First call resolution and customer satisfaction
- Explaining policy coverages
- Liability calculations
- Fraud and non-fraud claims processing
- Exceptional customer service
- Researching and processing claims
- Probing customers for claim acceptance or denial
- Resolving claims within regulations and guidelines
- Processing various types of transactions
- Discovering fraudulent policies or transactions
- Managing day-to-day operations
- Budget planning and implementation
- Advertising development
- Staff supervision, management, and training
- Food cost analysis
- Operating Systems: Mac, Microsoft Windows
Timeline
General Manager
McDonald Restaurant
01.2022 - 01.2024
General Manager
McDonald Restaurant
01.2019 - 01.2021
Claims Specialist
Allstate
01.2019
Financial Crimes Specialist
Wells Fargo
01.2018 - 01.2019
Assistant Store Manager
McDonald Restaurant
01.2012 - 01.2018
Bachelor Arts in Human Resource Management -
Colorado Tech University
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