Kristen Hess Brooks
Fairmont,WV
Summary
Knowledgeable Shift Manager proficient in scheduling, money handling and team management. Successful at overseeing all areas of operations. Makes adjustments to scheduling and task prioritization to keep assignments and projects on schedule.
Overview
23
23
years of professional experience
5
5
years of post-secondary education
Work History
Shift Manager
Arbys Resturant
Fairmont, WV
03.2024 - Current
- Supervised team members during peak service hours for optimal efficiency.
- Trained new staff on operational procedures and customer service standards.
- Managed inventory levels to ensure product availability and freshness.
- Ensured compliance with food safety regulations and cleanliness standards.
- Organized staff schedules to align with business needs and peak times.
- Assisted in resolving customer complaints to maintain satisfaction levels.
- Collaborated with management to implement promotional campaigns effectively.
- Managed daily cash intake by counting out registers and tabulating profits.
- Helped employees accomplish tasks during peak periods.
- Inspected work areas regularly for cleanliness and organization standards.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Coached employees on interactions with customers to drive exceptional service.
- Monitored store operations to ensure compliance with company policies and procedures.
- Communicated with other shift managers to facilitate continuum of customer service.
- Provided coaching and guidance to team members when necessary to improve performance.
- Assisted in resolving escalated customer service issues in a timely manner.
- Enforced safety standards throughout the store including proper use of equipment.
- Responded quickly and effectively to emergency situations as they arose.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Resolved conflicts between staff members in a professional manner.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Directed and led employees and team members on effective operations, methods and procedures.
- Analyzed sales reports for trends in order to identify areas for improvement or growth opportunities.
- Reviewed financial statements to meet targets during shift.
- Maintained cleanliness and organization of work area.
- Implemented cost-control measures to maintain budgetary guidelines.
- Counted and balanced registers.
- Delegated work to staff, setting priorities and goals.
- Directed and supervised staff performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
Supervisor
Sheetz
Fairmont, West Virginia
04.2019 - 07.2023
- Supervised daily operations to ensure efficient workflow and service quality.
- Trained and mentored new team members on company standards and procedures.
- Managed inventory levels and restocked supplies to meet customer demand.
- Ensured adherence to safety protocols and cleanliness in the work environment.
- Addressed customer inquiries and resolved issues to enhance satisfaction.
- Collaborated with management to develop strategies for operational improvements.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Created new strategies for improving customer service standards within the organization.
- Trained new employees on company policies and procedures.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Trained new employees on company policies, job duties, and performance expectations.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Managed team of XX employees, ensuring high productivity and quality standards were met.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Implemented quality control measures, significantly reducing error rates.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Analyzed business performance data and forecasted business results for upper management.
- Implemented quality control measures to uphold company standards.
Customer Service Representative
FirstEnergy
Fairmont, WV
08.2008 - 07.2015
- Assisted customers with inquiries regarding account services and billing processes.
- Resolved complaints by coordinating with multiple departments for effective solutions.
- Educated customers on energy-saving programs and incentives offered by the company.
- Documented customer feedback to improve service quality and operational procedures.
- Collaborated with team members to streamline service delivery processes and workflows.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated databases with new and modified customer data.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Mentored junior team members and managed employee relationships.
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Supervisor
Toys R Us
Bridgeport, WV
10.2002 - 05.2007
- Supervised daily operations to ensure efficient workflow and service quality.
- Trained and mentored new team members on company standards and procedures.
- Managed inventory levels and restocked supplies to meet customer demand.
- Ensured adherence to safety protocols and cleanliness in the work environment.
- Coordinated shift schedules to optimize staff coverage during peak hours.
- Addressed customer inquiries and resolved issues to enhance satisfaction.
- Implemented training sessions to improve team performance and productivity.
- Collaborated with management to develop strategies for operational improvements.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised team of 15 employees in daily operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Tracked progress on projects and provided timely feedback to staff members.
- Created new strategies for improving customer service standards within the organization.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Trained new employees on company policies and procedures.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Trained new employees on company policies, job duties, and performance expectations.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Managed team of XX employees, ensuring high productivity and quality standards were met.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Implemented quality control measures, significantly reducing error rates.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Reviewed completed work to verify consistency, quality, and conformance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Produced thorough, accurate and timely reports of project activities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed business performance data and forecasted business results for upper management.
- Implemented quality control measures to uphold company standards.
Education
Bachelor of Arts - Biology
West Virginia University
Morgantown, WV 08.1988 - 05.1993
Skills
- Team leadership
- Operational efficiency
- Effective communication
- Customer service focus
- Food safety compliance
- Problem solving
- Staff development
- Inventory management
- Shift leadership
- Cash drawer reconciliation
- Store reset and recovery
- Process improvement
- Staff training
- Conflict resolution
- Staff motivation
Timeline
Shift Manager
Arbys Resturant
03.2024 - Current
Supervisor
Sheetz
04.2019 - 07.2023
Customer Service Representative
FirstEnergy
08.2008 - 07.2015
Supervisor
Toys R Us
10.2002 - 05.2007
Bachelor of Arts - Biology
West Virginia University
08.1988 - 05.1993