Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lyn Dokdok

Crestview,FL

Summary

Dynamic Customer Service Manager with extensive experience at McDonald’s, adept at resolving complex issues and enhancing customer satisfaction. Proven track record in training and mentoring staff, fostering teamwork, and implementing effective solutions that reduced complaints. Trained in Microsoft Excel and exceptional interpersonal communication, driving operational excellence and employee engagement.

Overview

16
16
years of professional experience

Work History

Assistant Store Manager

McDonald’s
06.2024 - Current
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.
  • 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.
  • 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.
  • Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
  • Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Customer Service Manager

McDonald’s
03.2009 - 04.2024
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Created and reviewed invoices to confirm accuracy.
  • Designed incentive programs to motivate staff and improve service levels.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

High School Diploma - General Education

Guam Avdentist Academy
Talafofo, Guam
06.2004

Skills

  • Customer service
  • Problem-solving
  • Microsoft outlook, word, and Excel
  • Customer focused
  • Training and mentoring
  • Decision-making
  • Cash handling
  • Adherence to high customer service standards
  • Exceptional interpersonal communication
  • Complaint resolution
  • Team building and leadership
  • Effective workflow management
  • Relationship building
  • Staff training
  • Schedule management
  • Training and coaching
  • Staff management
  • Employee scheduling
  • New hire training
  • Policy enforcement
  • Staff education and training

Timeline

Assistant Store Manager

McDonald’s
06.2024 - Current

Customer Service Manager

McDonald’s
03.2009 - 04.2024

High School Diploma - General Education

Guam Avdentist Academy
Lyn Dokdok