Kimberly Leman
San Antonio,TX
Summary
Dynamic Shift Manager at Pei Wei Asian Diner with a proven track record in enhancing team performance and customer satisfaction. Skilled in employee training and conflict resolution, I effectively foster a positive work environment while ensuring safety compliance and quality assurance. Committed to delivering exceptional service and building lasting customer relationships.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Shift Manager
Pei Wei Asian Diner
05.2015 - Current
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
Customer Service Representative
Centralized Showing Service Inc.
04.2009 - 08.2011
- Manage high volumes of inbound calls, scheduling, and managing real estate properties for showings for potential buyers. Providing a central point of contact for agents to book appointments and access property information
Retention Specialist
Charter Communications Inc
06.2023 - 10.2024
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Ensured client satisfaction by negotiating contract renewals for continued collaboration.
- Built constructive customer relationships to improve loyalty and recommendations.
Cashier Team Lead
Whole Food Market
09.2011 - 05.2013
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Assisted customers by answering questions and fulfilling requests.
- Communicated with customers and team members to solve problems.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Maintained a clean and inviting checkout area, contributing to an enjoyable shopping experience for customers.
Education
Associates - Radio, Television Film
San Antonio College.
San Antonio, TXSkills
- Cash handling
- Decision-making
- Customer service focus
- Employee training
- Workplace safety
- Accurate money handling
- Opening and closing procedures
- Punctual and reliable
- Handling customer complaints
- Energetic and enthusiastic
- Mentoring and coaching
- Quality assurance
- Inventory control
- Payment processing
- Safety compliance
- Flexible schedule
- Sales strategies
- Performance reviewing
- Verbal and written communication
- Shift leadership
- Customer service
Certification
Food handlers
Timeline
Retention Specialist
Charter Communications Inc
06.2023 - 10.2024
Shift Manager
Pei Wei Asian Diner
05.2015 - Current
Cashier Team Lead
Whole Food Market
09.2011 - 05.2013
Customer Service Representative
Centralized Showing Service Inc.
04.2009 - 08.2011
Associates - Radio, Television Film
San Antonio College.
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