Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Luz Gonzales Bernal

Santa Fe,NM

Summary

Dynamic and results-driven professional with extensive experience in customer service and team leadership at Pizza Hut. Proven ability to enhance customer satisfaction through effective communication and attention to detail. Recognized for multitasking skills and reliability, consistently achieving operational goals while fostering a positive work environment.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Crew Member

McDonald's Restaurant
06.2025 - Current
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
  • Worked well with teammates and accepted coaching from management team.
  • Collaborated with team members to complete orders.
  • Improved customer satisfaction by providing friendly and efficient service at the register.
  • Cleaned and maintained all areas of restaurant to promote clean image.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Provided exceptional customer service, addressing concerns or issues promptly and professionally.
  • Promoted a positive work environment through effective communication and teamwork among staff members.
  • Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.
  • Helped maintain a clean and welcoming dining area for customers, boosting overall satisfaction during their visit.
  • Became familiar with products to answer questions and make suggestions.
  • Addressed guest needs, questions, or concerns to create optimum experience onboard.
  • Operated cash register to ring up final bill and process various forms of payment.
  • Prepared products following restaurant, health, and safety standards and procedures.
  • Ensured accurate order fulfillment with diligent attention to details while assembling meals.
  • Assisted in reducing wait times by efficiently managing customer queues during peak hours.
  • Ensured proper food storage protocols were followed, contributing to improved food safety measures within the establishment.
  • Stocked shelves to organize aisles in assigned department.
  • Contributed to increased sales by upselling menu items and promoting special offers.
  • Strengthened workplace safety by promptly identifying potential hazards and taking corrective action.
  • Streamlined drive-thru operations, significantly reducing wait times for customers.
  • Boosted repeat customer rates by providing friendly and engaging service.
  • Increased customer satisfaction with prompt and accurate order taking.
  • Maintained cleanliness and organization of dining area, leading to improved customer experiences.
  • Enhanced team efficiency by consistently preparing workstations before peak hours.
  • Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
  • Kept drawer balanced by accurately processing cash, credit and debit payments.
  • Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
  • Documented customer orders and conveyed special requests to kitchen staff.
  • Replenished serving stations with fresh food and cleaned up spills.
  • Brewed coffee and tea and changed out drink station syrups.
  • Completed milkshakes and ice cream desserts for customers.
  • Prepared recipe ingredients by washing, peeling, cutting, and measuring.
  • Loaded food, dishes and utensils on carts and trays to transport from designated food preparation areas to designated tables.
  • Backed up servers by setting up trays and completing some food deliveries.
  • Kept pastry and dessert case stocked with fresh selections and arranged to entice orders.

Assistant Store Manager

Family Dollar
04.2025 - 07.2025
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Created and maintained safe and secure work environments for employees.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
  • Developed and maintained strong relationships with vendors to facilitate timely product delivery.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Reported issues to higher management with great detail.

Kitchen Staff Member

Homewood Suite by Hilton Hotels
05.2018 - 01.2019
  • Maintained a clean and organized workspace, adhering to strict hygiene standards for optimal food safety.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Contributed to positive workplace culture through strong teamwork, open communication, and a commitment to excellence.
  • Followed proper handling and sanitation procedures to comply with food safety standards and protocols.
  • Increased overall kitchen productivity by assisting in multiple stations as needed during busy shifts.
  • Made food according to standard recipes with requested changes for customer satisfaction.
  • Sanitized dining ware and kitchen equipment according to health code standards.
  • Enhanced customer satisfaction with timely meal preparation and consistent quality.
  • Kept supplies in sufficient stock by assessing inventory levels and reporting lower stock items.
  • Improved kitchen efficiency by streamlining food preparation processes and implementing best practices.
  • Collaborated with team members to ensure seamless coordination during peak service hours.
  • Upheld high standards of cleanliness throughout the kitchen, maintaining sanitary conditions per local health department guidelines.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Washed, peeled and cut fruits and vegetables by hand and machine and assembled and mixed salad ingredients, gelatin molds and fruit crisps.
  • Followed sanitary food handling procedures, focused on correct use of covers and labels and discarded ingredients by expiration date.
  • Ensured prompt order fulfillment by effectively prioritizing tasks during high-volume periods.
  • Trained new hires on kitchen procedures, equipment usage, and safety protocols, fostering a supportive learning environment.
  • Provided excellent customer service by promptly addressing any concerns or questions regarding menu items or dietary restrictions.
  • Reduced food waste by closely monitoring inventory levels and utilizing proper storage techniques.
  • Managed time to juggle multiple tasks simultaneously with ease.
  • Chopped vegetables, cut up fruit, and prepared sauces when kitchen staff was busy.
  • Transported food items from storage areas to kitchen for prepping.
  • Labeled and stored all food items correctly and checked expiration dates routinely.
  • Followed recipes and chef instructions to prepare food correctly.
  • Unloaded food deliveries and stored items in proper locations for easy access.
  • Plated and presented food following chef requirements.
  • Enhanced customer satisfaction by consistently providing high-quality food and maintaining a clean, organized kitchen environment.
  • Followed all safety protocols and maintained a safe working environment, reducing the risk of accidents or injuries.
  • Played an integral role in maintaining high health inspection scores through diligent cleaning practices and adherence to sanitation guidelines.
  • Provided support during special events such as catering orders or large parties, helping the team meet unique challenges while maintaining excellent service standards.
  • Supported management in meeting budget goals through careful use of resources and minimizing waste.
  • Assisted with menu development, offering creative input that led to the introduction of popular new dishes.
  • Contributed to increased sales by ensuring timely food preparation and adhering to strict quality standards.
  • Earned a reputation for reliability and dedication, often volunteering to cover shifts or assist with additional tasks when needed.
  • Demonstrated adaptability by quickly learning new recipes and menu items as they were introduced, ensuring consistent quality across all offerings.
  • Mentored and trained new hires, ensuring they quickly became valuable team members capable of meeting the high standards set by the company.
  • Collaborated with team members to improve overall efficiency, resulting in shorter wait times for customers.
  • Consistently met targets set for portion control, contributing to overall cost savings for the establishment.
  • Received recognition for exceptional teamwork and collaboration, fostering a positive work atmosphere.
  • Proactively addressed potential issues before they escalated into larger problems, ensuring smooth operation of the kitchen.
  • Offered suggestions for improving kitchen processes, resulting in increased productivity and a better work environment for all staff members.
  • Exceeded company expectations for speed of service without sacrificing quality or presentation of dishes served.
  • Operated kitchen equipment in accordance with manufacturer instructions.
  • Assisted in setting up and breaking down kitchen stations.
  • Maintained high personal grooming standards and uniform presentation.
  • Cleaned and maintained work areas, equipment and utensils.
  • Sanitized pots, pans, utensils, kitchen appliances and equipment using company-approved cleaning supplies.
  • Trained new staff on food preparation and safety procedures.
  • Lifted and carried heavy materials.
  • Maintained composure and work quality while under stress.
  • Prepared sandwiches, salads and other specialty items according to customer specifications.
  • Loaded dishes, glasses and tableware into dishwashing machines.
  • Pushed, pulled and transported large loads and objects.
  • Reduced kitchen accidents by maintaining high standards of cleanliness and organization.
  • Monitored food temperature, discarding items not stored correctly.
  • Washed, peeled and cut various foods such as fruits and vegetables to prepare for cooking or serving.

Shift Manager

Pizza Hut
01.2009 - 06.2011
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Excelled in every store position and regularly backed up front-line staff.
  • Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Tracked receipts, employee hours, and inventory movements.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
  • Provided ongoing coaching to team members in order to drive continuous improvement in their performance levels consistently over time.
  • Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
  • Scheduled staff to establish adequate coverage during peak business hours.
  • Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
  • Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
  • Conducted regular evaluations of employee performance, identifying areas for improvement and offering targeted guidance for skill development.
  • Implemented process improvements that streamlined daily operations, enhancing overall efficiency within the shift.
  • Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
  • Enhanced customer service training program, leading to noticeable improvements in customer feedback scores.
  • Maintained compliance with health and safety regulations, ensuring safe working environment for all employees.
  • Boosted customer satisfaction by implementing customer feedback system to address and resolve concerns promptly.
  • Optimized shift operations to meet and exceed sales targets without compromising on service quality.
  • Streamlined inventory management processes, reducing waste and optimizing stock levels.
  • Facilitated team-oriented atmosphere, encouraging collaboration and mutual support among staff members.
  • Enhanced team performance with motivational strategies, leading to more cohesive and productive workforce.
  • Ensured smooth operation of shifts by effectively managing staff schedules, leading to enhanced team productivity.
  • Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
  • Addressed and resolved staffing issues promptly, minimizing disruptions to shift operations and maintaining service standards.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.
  • Managed staff hiring, training and supervision.
  • Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
  • Located and resolved problems with team production and performance to maintain consistent quality levels.
  • Coordinated merchandising, promoted new products and increased brand awareness.
  • Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
  • Collaborated with other leaders and executives to direct workflow and support operations.
  • Implemented policies and standard operating procedures for continuous improvement.

Education

GED -

Santa Fe Community College
Santa Fe, NM
01-2008

Skills

  • Customer service
  • Teamwork and collaboration
  • Multitasking and organization
  • Time management
  • Cash handling
  • Attention to detail
  • Flexible schedule
  • Integrity and honesty
  • Self-discipline
  • Initiative and Self-motivation
  • Verbal and written communication
  • Leadership qualities
  • Reliability and punctuality

Certification

  • State Food Safety License Vaild 2028

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Crew Member

McDonald's Restaurant
06.2025 - Current

Assistant Store Manager

Family Dollar
04.2025 - 07.2025

Kitchen Staff Member

Homewood Suite by Hilton Hotels
05.2018 - 01.2019

Shift Manager

Pizza Hut
01.2009 - 06.2011

GED -

Santa Fe Community College

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