Laura Diaz Santos
Somerton,AZ
Summary
Reliable individual experienced in restaurant management and customer service. Proven track record of success in leading and motivating teams, enforcing policies and procedures, and delivering exceptional customer service. Expert in inventory management, staff training, and problem solving. Highly organized with excellent communication skills and a passion for creating an enjoyable customer experience. Experienced team leader with extensive background in fast-paced restaurant environments. Proven success in managing staff, training new hires, and ensuring customer satisfaction. Skilled in creating work schedules, delegating tasks, and meeting customer demands. Eager to bring excellent management and problem-solving skills to a new role in the food service industry.
Overview
9
9
years of professional experience
1
1
Certification
Work History
LEAD CUSTOMER SERVICE REPRESENTATIVE
Circle K
03.2016 - 03.2018
- Daily inventory of beer, liquor and cigarettes
- Customer service when in need of assistance of any sort of questions
- Kept store cleaned
- Restocked when empty shelves
- Established and maintained positive and professional employee relationships
- Addressed customer complaints and resolved conflicts.
- Balanced cash drawers and resolved financial discrepancies using receipts and financial documents
- Prepared and submitted daily reports to management.
- Tracked employee progress and implemented corrective actions to minimize mistakes and promote growth
- Implemented corrective actions for substandard employee performance
- Created staff teams and delegated work tasks to increase productivity
- Documented absences and tardiness of assigned team members
- Taught newly hired team members and shift managers business policies and procedures
- Promoted store specials and limited-time offers to customers.
- Maintained knowledge of store products and services to make recommendations to customers
- Trained and supervised new staff members.
- Promoted customer satisfaction by addressing complaints and issuing refunds
- Reported equipment repair and employee training needs to managers
- Communicated important company information and policy changes to staff members.
SHIFT LEADER MANAGER
Wingstop
12.2018 - 11.2023
- Oversaw cash handling procedures, reducing discrepancies and increasing overall accuracy in financial transactions.
- Trained and mentored new employees to maximize team performance.
- Resolved customer complaints promptly and professionally, fostering positive relationships and maintaining brand loyalty.
- Adapted quickly to changing circumstances during shifts by reallocating resources effectively while maintaining a high level of customer satisfaction.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Established clear lines of communication within the team, promoting collaboration and efficient problem-solving capabilities among staff members.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Successfully maintained strict adherence to food safety guidelines as per local regulations, ensuring consistent delivery of high-quality products at all times.
Delivery Driver
Pizza Hut
11.2023 - Current
- Ensured timely delivery of food to residential and commercial addresses.
- Ensured timely deliveries by selecting optimal routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Managed customer inquiries and complaints in polite and professional manner.
- Verified accuracy of all deliveries against order forms.
- Managed preparation of dough list for upcoming day.
- Maintained sanitary conditions for dish availability.
Education
A.A - General Studies
Arizona Western College
Yuma, AZ11.2018
Skills
- Guest Satisfaction
- Customer Needs Assessments
- Performance Motivation
- Inventory Optimization
- Staff Motivation And Discipline
- Production Preparation
- Accurate Money Handling
- Payment Processing
- Cash Handling
- Verbal And Written Communication
- Energetic And Enthusiastic
- Training Initiatives
- Safety Management
- Cash Drawer Balancing
- Money Transfers
- Cooking Techniques
- Handling Customer Complaints
- Labor And Food Cost Control
- Process Improvement
- Brand Loyalty
- Calming Strategies
- Billing And Payment Processing
- Problem-Solving Techniques
Certification
ServSafe Food Protection Manager Certification Examination certificate
Languages
Spanish
Full Professional
Timeline
Delivery Driver
Pizza Hut
11.2023 - Current
SHIFT LEADER MANAGER
Wingstop
12.2018 - 11.2023
LEAD CUSTOMER SERVICE REPRESENTATIVE
Circle K
03.2016 - 03.2018
A.A - General Studies
Arizona Western College
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