Rikkita Sherman

• Consistently contributed to the successful completion of projects by incorporating agile strategies and prioritizing tasks to optimize workflow.
• Responsible for supporting critical store systems and new technology rollouts in a fast-paced environment for Outback Steakhouse, Carrabba's Italian Grill, Bonefish Grill, Fleming's Prime Steakhouse,Aussie Grill, and Tender Shack.
• Enhanced guest efficiency and experience by supporting online ordering, inventory,pricing, mobile and POS configurations.
• Responded to managers with a sense of urgency, to resolve any issues that will prevent restaurants from operating business as normal.
• Provided access to key data and resources to project teams.
• Built,tested, and implemented ordering features to mobile applications.
• Collaborated with Bottle Rocket to build and deploy mobile ordering features.
• Supported field operations by providing guidance
• Managed critical systems. Including Point of Sale (POS), kitchen display systems (KDS),digital ordering platforms, and back-office integrations.
• Successfully programmed and integrated menus for external ordering partners. (DoorDash, Uber Eats, and Grubhub)
• Monitored daily operations and enhance processes to maximize efficiency.

• Successfully completed technology rollouts Taco Cabana and Pollo Tropical.
• Chaired the POS integrations and deployment for delivery service providers (DoorDash,Grubhub,UberEats)
• Supported managed pricing, and Item data maintenance using Menu Data Management (MDM).
• Coordinated monthly meetings with account managers to execute cross-functional goals, provide feedback and discuss specific needs for process improvement and to ensure alignment.
• Supported implementations of new mobile/back-office hardware.
• Utilized Xenial to preview the digital menu board and manage its performance and optimization.
• Responsible for building, testing and maintaining point-of-sale (POS) keys.

• Replicated and resolved any errors or functionality issues remotely using command center.
• Created comprehensive documentation, which included training materials and preparation resources for the Restaurant Support Center.

Stats recorded from the yearly performance review.

• 1.83% of tickets were resolved in 30 days out of the 3% goal mark.
• Surpassed a yearly average TTR of 3.60 Days (s) out of the average goal of 5 days.
• Managed multiple implementation projects by maintaining strict deadlines without compromising quality.
• Responsible for building and testing Top Golf's point-of-sale using Aloha configuration center.
• Managed daily operations by importing culinary data that included: pricing, ingredients, calories, and nutrition.
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• Configured POS to accept all payment methods, including gift cards, loyalty points, debit cards, and cash.
• Reviewed the DSR (Daily Sales Report) to identify discrepancies, payments, refunds, and deductions.
• Maintained accurate records of support interactions and solutions in ServiceNow.

• Served as a reliable point of contact for end-users, addressing concerns about NCR Aloha's restaurant operations.
• Successfully resolved a range of hardware and software issues related to Aloha POS systems.
• Collaborated with infrastructure and the assigned internet service providers to minimize service disruptions.
• Configured the menu, pricing details, and promotions using Aloha Configuration Center.
• Accessed QSR Automations to configure the KDS hardware and stations.
• Addressed and resolved End-of-Day issues by accessing the correct file for restoration.
• Settled the daily batch and manually issued guest refunds in EDC (Electronic Draft Capture).
• Followed up on all help desk tickets to ensure optimal customer satisfaction following the engagement and problem resolution.