Killian Dawson
York,PA
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
5
5
years of professional experience
Work History
Lead Advocate
Aetna, a CVS Health Company
2023.03 - Current
- Made 40-50 outbound calls per day to current members on Medicare plans
- Explaining all coverage, benefits, and extras with members
- Answering any questions from members to guarantee satisfaction
- Engaging with members about their healthcare and providers
- Following-up with providers about members
- Eliminating stress between providers and members by being the middle man
- Assisting managers with daily campaign operations
- Providing coachings to help entry level advocates
- Resolved customer complaints using established follow-up procedures.
- Responded proactively and positively to rapid change.
McDonalds General Manager
McDonald's
2021.12 - 2023.03
- Leading a high-volume store with the help of the Assistant General Manager, Department Managers, Swing Mangers and Crew Members
- Completing monthly inventory to meet food cost goals
- Supervising 10+ managers and 70+ crew members to complete goals for drive-thru times, guest service, and quality
- Ensuring all managers are doing assigned department work
- Checking over all assigned department work to meet company standards
- Creating ideas and new ways to improve store quality and sales
- Completing performance reviews to give crew members desired raises and rates
- Controlling labor costs to be below 20.25% and food costs to keep at minimum level of 3.5%
- Submitting background checks on all potential new hires
- Monitored financial activities such as daily sales
- Provided guidance to crew members and management on new procedures and policies
- Fielded telephone calls and complaints from clients
- Ensured adequate staffing and recruitment to meet the needs of the business
- Responsible for achieving sales and profit goals
- Successfully reduced labor and base food annual expenses
- Coordinated maintenance of the facility.
McDonalds Assistant General Manager
McDonald's
2021.05 - 2021.12
- Aiding and assisting the General Manager to lead Department Managers
- Completing weekly inventory checks to ensure product levels are met
- Ensured adequate staffing and recruitment to meet the needs of the business
- Hiring Crew to support the Department and Swing Managers
- Training new Department Managers and Swing Managers
- Leading Department Managers to ensure truck supply orders are done correctly without wasting products
- Leading People Department Managers to aid coverage throughout a 19 hour business day
- Leading Guest Service Managers to complete customer recovery for any customer that had an unpleasant visit.
Quality Assurance Analyst
McKesson-Harrisburg, PA
2020.05 - 2021.05
- Completing general inspections to ensure 9000 kits per day are made and packaged correctly
- Data collection and review
- SOP creation and training
- Daily floor supervision of all imported product and exported packages
- Product cost control
- Extreme attention to details
- Conducting internal reviews of 150 kit packers
- Identifying process improvement areas and implementing them into day-to-day work
- Conducted thorough inspections of products and materials to ensure compliance with quality standards
- Identified defects, non-conformities, or deviations from specifications and documented findings
- Collaborated with production teams to address quality issues and implement corrective actions
- Maintained accurate records of inspection results, test data, and other quality control documentation
- Implemented quality control procedures to improve product reliability and reduce defects
- Trained new employees on quality control processes and procedures.
McDonalds Department Manager
McDonald's
2020.01 - 2020.05
- Leading team of crew members to target goals and times service area
- Working with other managers and General Manager to improve customer service, quality, and skills
- Creating weekly schedules to ensure weekly coverage is met at all times
- Completing guest recovery for any customer that is unpleased with service and quality of our team
- Ensuring all items are available with twice each week truck orders while not wasting products due to over-ordering
- Creating enjoyable environment for customers and crew in the midst of Covid-19
- Completing daily food safety checks to ensure our food is able to be delivered to the customer without issues of any kind.
Education
High School Diploma -
Pennsylvania Cyber Charter School
Harrisburg06.2020
Skills
- Operations Management
- Staff Development
- Policy Implementation
- Marketing
- Expense Tracking
- Strategic Planning
- Team Leadership
- Expectation setting
- Staff Training and Development
- Complex Problem-Solving
Timeline
Lead Advocate
Aetna, a CVS Health Company
2023.03 - Current
McDonalds General Manager
McDonald's
2021.12 - 2023.03
McDonalds Assistant General Manager
McDonald's
2021.05 - 2021.12
Quality Assurance Analyst
McKesson-Harrisburg, PA
2020.05 - 2021.05
McDonalds Department Manager
McDonald's
2020.01 - 2020.05
High School Diploma -
Pennsylvania Cyber Charter School
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