Kimberly Mackie
Amarillo,TX
Summary
Proven leader in guest services, adept at mentoring teams and enhancing customer satisfaction at McDonald's. Excelled in multitasking and effective communication, driving improvements and resolving complaints efficiently. Achieved notable increases in repeat business through strategic decision-making and exceptional team management. Skilled in both cash handling and guest satisfaction monitoring, consistently delivering results beyond expectations. Detail-oriented customer service professional bringing demonstrated success in transforming challenges into customer satisfaction. Over 10 years of guest service experience in hospitality industry.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Guest Service Department Manager
McDonald's
02.2014 - Current
- Mentored new team members in department procedures, emphasizing superior guest service skills and company values.
- Analyzed guest feedback data to identify areas of improvement within the department, implementing changes accordingly.
- Addressed escalated guest issues professionally and empathetically, defusing tense situations and recovering customer trust.
- Collaborated with other departments to ensure a seamless guest experience from arrival to departure.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
High School Diploma -
Woodstock High School
Woodstock, IL06.2009
Skills
- Multitasking proficiency
- Decision-making capabilities
- Effective Delegation
- Exceptional communication
- Staff Training and Development
- Team Management
- Complaint Handling
- Sales and Upselling
- Guest satisfaction monitoring
Certification
- CM - Certified Manager Certification
Timeline
Guest Service Department Manager
McDonald's
02.2014 - Current
High School Diploma -
Woodstock High School
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