Leann Mcferren
Hagerstown,MD
Summary
Responsible, hardworking Key Manager with over 10 years in supporting management functions for cash handling and food establishment. Led team of Job titles to maintain store cleanliness and provide prompt, friendly customer service. Skilled in anticipating, preventing and resolving customer concerns to improve sales and increase repeat business. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Shift Manager/Key Holder
Pizza Hut Chaac
2014.08 - Current
- Trained new employees on company policies, procedures, and job-specific tasks to ensure their success in the role.
- Oversaw cash handling procedures, maintaining accurate records of transactions and preventing discrepancies.
- Delegated tasks effectively among team members based on their strengths and skill sets leading to greater productivity levels.
- Maintained store cleanliness throughout the day to create a welcoming atmosphere for both customers and staff members alike.
Shift Supervisor
Starbucks, Barista
2006.01 - 2011.04
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Helped store management meet standards of service and quality in daily operations.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Collaborated with management to develop strategies for boosting overall store performance, leading to higher profit margins.
- Conducted shift inspections to evaluate operational activities and implement timely resolutions for diverse concerns.
Front Desk Receptionist
Walmart
2009.04 - 2011.03
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Trained new team members on company procedures, customer service and issue resolution.
Education
High School - General Studies
Cherry Creek High School
Greenwood Village, CO06.2003
Skills
- Store maintenance
- Effective Leadership
- Employee Motivation
- Team Management
- Policy Enforcement
- Health and safety
- Customer Service
- Store Organization
- Product Descriptions
- Hiring and Training
- Negotiation and Conflict Resolution
- Computer Skills
- Revenue Forecasting
- Fraud Detection Skills
- Check Processing Knowledge
- Strong Work Ethic
Certification
Food safe certified
Timeline
Shift Manager/Key Holder
Pizza Hut Chaac
2014.08 - Current
Front Desk Receptionist
Walmart
2009.04 - 2011.03
Shift Supervisor
Starbucks, Barista
2006.01 - 2011.04
High School - General Studies
Cherry Creek High School
Food safe certified
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