Kimber McCoy
Dandridge,TN
Summary
Versatile and results-oriented professional with extensive experience at Wendy's Restaurant, excelling in customer service and critical thinking. Demonstrated ability to enhance customer satisfaction and loyalty through effective problem resolution and relationship building. Skilled in data entry and adept at leading teams to achieve record-high customer satisfaction scores, significantly improving repeat business.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Sitel
02.2020 - 02.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
Assistant General Manager
Wendys Restaurant
02.2017 - 02.2019
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Developed and enforced health and safety protocols, significantly reducing workplace accidents.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Led team to achieve record-high customer satisfaction scores through dedicated service and attention to detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Assistant Manager
Wendys Restaurant
02.2016 - 02.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Shift Leader
Wendys Restaurant
02.2015 - 02.2017
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
Crew Member
Wendys Restaurant
01.2013 - 02.2014
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
Education
GED - General Studies
Richland's High
Richlands, VA01.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Problem resolution
- Follow-up skills
- Appointment scheduling
Timeline
Customer Service Representative
Sitel
02.2020 - 02.2023
Assistant General Manager
Wendys Restaurant
02.2017 - 02.2019
Assistant Manager
Wendys Restaurant
02.2016 - 02.2017
Shift Leader
Wendys Restaurant
02.2015 - 02.2017
Crew Member
Wendys Restaurant
01.2013 - 02.2014
GED - General Studies
Richland's High
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