Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Lorena Pecani

Waterbury,CT

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

15
15
years of professional experience

Work History

Manager

Dunkin Donuts
Wolcott, Connecticut
03.2009 - Current
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Delegated work to staff, setting priorities and goals.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Recruited and hired qualified candidates to fill open positions.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Monitored staff performance and addressed issues.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Reviewed completed work to verify consistency, quality and conformance.

Education

Some College (No Degree) - Teaching

Fan Noli
Albania

Skills

  • Problem-Solving
  • Team Building
  • Excellent Communication
  • Dependable and Responsible
  • Multitasking
  • Attention to Detail
  • Team Management

Languages

English
Professional
Albanian
Professional
Italian
Professional
Spanish
Professional
Greek
Professional

Timeline

Manager

Dunkin Donuts
03.2009 - Current

Some College (No Degree) - Teaching

Fan Noli
Lorena Pecani