Melissa Morrison
Oklahoma City,OK
Summary
Dynamic and results-driven professional with a proven track record of rapid advancement in the hospitality industry, achieving the role of General Manager within one year of starting as a crew member. Demonstrated exceptional leadership and resilience during the challenges of the 2020 COVID pandemic, successfully stepping into the General Manager position following the previous manager's departure. Recognized for strong operational oversight and team management skills, consistently driving performance and enhancing customer satisfaction. Authorized to work in the U.S. for any employer, committed to excellence and passionate about fostering high-performing teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Associate
William Sonoma
09.2025 - Current
- Assisted customers by resolving inquiries and providing product information through phone communications.
- Maintained accurate records of customer interactions in CRM systems for effective follow-up.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed product returns and exchanges, ensuring compliance with company policies and enhancing customer satisfaction.
- Processed orders accurately using point-of-sale systems, contributing to streamlined operations and reduced wait times.
- Adapted to changing procedures and policies while ensuring compliance with company standards.
- Collaborated with team members to enhance service delivery and streamline operational processes.
- Provided feedback on recurring issues to improve customer satisfaction and reduce call volume.
- Improved customer satisfaction by consistently resolving issues in a timely and professional manner.
- Contributed to team success by consistently meeting or exceeding individual performance targets for key metrics such as call quality, handle time, and resolution rates.
- Handled difficult situations with professionalism, maintaining composure even during challenging calls with frustrated or upset customers.
- Mitigated potential complaints escalating further up the chain of command through proactive problem-solving techniques utilized during conversations.
- Delivered consistent high-quality service under pressure during peak call times, demonstrating adaptability and resilience in a fast-paced work environment.
- Promoted customer retention by providing exceptional service experiences that encouraged repeat business and positive word-of-mouth referrals.
- Received positive feedback from customers, resulting in high scores on post-call surveys and performance reviews.
- Maintained excellent customer service standards by adhering to company policies and procedures at all times.
- Built rapport with customers using active listening skills, engaging them in conversation while working towards a satisfactory resolution for their concerns.
Donor Support Technician
CSL Plasma
07.2024 - 03.2025
- Processed blood donations following established protocols and quality standards.
- Maintained accurate records of donor information and donation history using electronic systems.
- Implemented process improvements to enhance donor experience and operational efficiency.
- Collaborated with medical personnel to address donor concerns during the donation process.
- Monitored equipment functionality, performing routine maintenance and troubleshooting as needed.
- Assisted medical professionals during adverse reactions, contributing to swift resolution while maintaining donor comfort.
- Enhanced donor satisfaction by providing exceptional customer service and addressing any concerns.
- Maintained a safe and clean environment for donors, adhering to strict sanitation protocols.
- Coordinated post-donation care for donors, providing refreshments and monitoring recovery after the procedure.
- Achieved consistent compliance with industry regulations through meticulous attention to detail in documentation practices.
- Ensured accurate data entry and record-keeping, resulting in streamlined processing of donations.
- Promoted a positive donor experience with informative pre-donation orientation sessions.
- Kept supplies organized and well-stocked, requesting more supplies and avoiding unnecessary testing delays.
- Documented and verified patient information using laboratory information system.
- Set up, maintained and verified sterility of lab equipment and tools.
Assistant Manager
Jack in the Box
10.2023 - 06.2024
- Supervised daily operations to ensure exceptional guest experiences and service quality.
- Trained and mentored staff on food safety standards and customer service best practices.
- Developed and implemented training programs to enhance team performance and efficiency.
- Streamlined inventory management processes, reducing waste and optimizing stock levels.
- Established positive rapport with guests through exceptional communication skills and personalized service offerings.
- Played an integral role in driving continuous process improvements across all areas of the food and beverage operation, fostering a culture focused on delivering exceptional service standards consistently.
- Managed inventory levels for optimal stock availability, reducing waste and cost overruns.
- Streamlined employee scheduling processes, resulting in reduced labor costs without affecting service quality.
- Mentored team members on proper food handling techniques, resulting in improved overall kitchen sanitation standards.
- Ensured compliance with health department regulations by maintaining a clean and safe work environment at all times.
- Monitored guest feedback closely, addressing any concerns promptly to maintain high levels of customer satisfaction rates consistently throughout their dining experience.
- Oversaw daily operations to ensure a smooth flow of service during peak hours.
- Assisted in hiring decisions by conducting interviews and selecting top-performing candidates for open positions within the food and beverage department.
General Manager
Burger King
04.2020 - 08.2023
- Streamlined inventory management processes, reducing waste and improving supply chain efficiency.
- Implemented staff training programs, elevating team performance and service standards.
- Developed budget forecasts, aligning financial resources with strategic food service objectives.
- Analyzed market trends to inform menu development and pricing strategies, increasing competitive advantage.
- Established quality control measures, ensuring compliance with health regulations and improving food safety standards.
- Fostered relationships with vendors to negotiate favorable contracts and optimize procurement processes.
- Oversaw daily operations, ensuring consistent execution of brand standards and operational excellence across all departments.
- Reduced food waste through better inventory management and portion control, leading to increased profitability.
- Maintained open lines of communication between front-of-house and back-of-house staff, ensuring seamless coordination for optimal service delivery.
- Increased customer satisfaction by implementing effective staff training and performance management programs.
- Managed financial aspects of the business including budgeting, forecasting, cost analysis, and profit maximization strategies.
- Created a positive dining atmosphere by maintaining high standards of cleanliness and organization throughout the establishment.
- Optimized scheduling practices for efficient staffing levels during peak hours, reducing labor costs without sacrificing service quality.
- Improved staff retention rates by offering competitive compensation packages and fostering a supportive work environment.
- Cultivated an inclusive workplace culture that encouraged teamwork, promoted diversity, and supported professional growth opportunities for all employees.
- Boosted employee morale with regular team-building activities, improving communication and collaboration.
- Developed and implemented comprehensive employee training programs that covered essential foodservice skills, customer service, and safety protocols.
- Ensured compliance with health and safety regulations through regular inspections, staff training, and process improvements.
- Enhanced overall efficiency by streamlining food service processes and introducing new menu items.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Oversaw training of more than 28 team members.
- Reviewed and approved employee schedules and timesheets.
- Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Tracked food production levels, meal counts, and supply costs.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Cashier
Burger King
11.2019 - 08.2023
- Maintained accurate cash drawer by conducting regular cash counts.
- Processed customer transactions efficiently, ensuring accuracy and speed during peak hours.
- Provided exceptional customer service to enhance dining experience.
- Assisted in training new cashiers on operational procedures and system usage.
- Addressed customer inquiries and resolved issues promptly to ensure satisfaction.
- Collaborated with kitchen staff to streamline order processing and delivery times.
- Provided excellent customer service by greeting guests warmly and answering questions about menu offerings.
- Collaborated with team members to achieve efficient service during peak hours, minimizing wait times for customers.
- Maintained a clean and organized workspace, contributing to a positive environment for customers and coworkers.
- Operated cash register systems efficiently, quickly inputting orders and processing payments for fast service turnaround times.
- Handled high-volume orders with precision, ensuring accurate order fulfillment and timely delivery to customers.
- Exhibited strong communication skills when interacting with both customers and colleagues to foster a positive work environment.
- Promoted a safe and secure work environment by adhering to established safety protocols and reporting any potential hazards or incidents to management.
- Improved overall efficiency by assisting in the training of new hires on cashiering processes, policies, and best practices.
- Resolved customer complaints promptly, demonstrating empathy and professionalism while finding appropriate solutions.
- Contributed to increased sales by upselling menu items whenever appropriate based on customer preferences.
- Complied with company policies regarding discounts, promotions, or special offers while processing transactions correctly.
- Ensured prompt attention to customer needs through attentive listening skills while communicating their requests clearly to kitchen staff.
- Operated and sanitized kitchen and food preparation equipment.
- Provided correct change to customers while following cash handling policies and procedures.
- Utilized product knowledge of foods and beverages to make suggestions to customers.
- Replaced CO2 tanks and soda syrups when depleted.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Performed cash, card, and check transactions to complete customer purchases.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Handled cash with high accuracy and took care to check bills for fraud.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Server/Waiter
Don Jose's Mexican Restaurant
06.2015 - 02.2016
- Taking orders, serving guests, bussing tables, resting tables, cashing out tickets
- Provided exceptional customer service, ensuring satisfaction and repeat business.
- Managed multiple tables efficiently, prioritizing tasks to enhance dining experience.
- Collaborated with kitchen staff for timely order delivery and accurate menu knowledge.
- Implemented upselling strategies to increase average check totals through effective communication.
- Resolved customer complaints swiftly, turning potential issues into positive experiences.
- Maintained cleanliness and organization of dining area, adhering to health regulations.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Bussed and reset tables to keep dining room and work areas clean.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Maximized table turnover rate by managing reservations and seating arrangements.
- Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
Education
GED -
Klamath Adult Learning Center
Klamath Falls, OR03-2004
Skills
- Supervising experience
- Account management
- Hotel experience
- Call center
- Help desk
- Direct support
- Senior care
- Office management
- Swimming (10 years)
- Basic math
- Organizational skills
- Kennel experience
- Profit & Loss
- Employee relations
- Research
- Team management
- Construction
- Microsoft Access
- Adobe Photoshop
- Baking
- Problem management (6 years)
- Banking
- Beauty & cosmetics sales (2 years)
- Quality control
- Pet feeding
- Sales management
- Store management
- IOS
- Mobile applications
- Appointment scheduling
- Hospitality housekeeping (10 years)
- Sanitizing surfaces
- Antivirus software
- Cost control
- Community resource coordination
- Windows
- Customer relationship management (5 years)
- Strategic Planning
- Cooking
- Animal care
- Strategic management
- Hospitality
- Administrative experience within non-profit industry
- Delivery driver experience
- OPERA
- Analysis skills
- Ability to follow instructions
- Host/hostess experience
- Custodial experience (7 years)
- Inventory control
- Residential cleaning
- Food handling
- Purchasing
- Databases (8 years)
- Mechanical knowledge
- Caregiving
- Cash handling
- Fashion retail (2 years)
- Janitorial experience
- Financial management
- Retail math (10 years)
- Telemarketing
- Editing
- Client services
- Assistant manager experience
- School experience
- Sanitation
- Live chat
- Fine dining experience
- Commercial cleaning
- Customer retention (4 years)
- Multi-line phone systems
- Experience with children
- Customer support
- Expediting (5 years)
- Order fulfillment
- Product demos
- Animal enclosure cleaning
- Phone communication (10 years)
- Project management
- Schedule management (4 years)
- Microsoft Outlook
- Serving
- Pricing
- Computer literacy
- Expense management
- Ethernet
- Math
- Financial planning
- Manual transmission (10 years)
- Writing skills
- Assisted living
- Client interaction via phone calls
- Retail sales (3 years)
- Cleaning (10 years)
- Forecasting
- Front desk
- Shipping & receiving
- Computer networking
- Salesforce
- Route driving
- Quick service & fast food restaurant
- Team development
- Shift management
- Data entry (3 years)
- Operating systems
- Microsoft Office
- Patient monitoring
- Guest relations
- Written communication (10 years)
- Verbal and written communication Customer service-oriented
- Coaching and mentoring Staff training/development
- Exceptional interpersonal communication Effective leader
- Operations management Relationship building
- Deadline-oriented Employee scheduling
- Project management Inventory management
- Consistently meet goals Food preparation and safety
- Team standards Performance improvement
- Conflict resolution Budgeting
- Food production
- Merchandising
- Business requirements
- Interviewing
- English
- Upselling
- Recruiting
- Microsoft Excel
- Time management
- Customer communication
- Hospitality management
- Budgeting
- Interpersonal communication
- First aid
- Filing
- Computer vision (10 years)
- Conflict management
- Microsoft Powerpoint
- Search engines
- Cash register
- Office experience
- Confidential information handling
- Hotel experience (2 years)
- Adaptability
- Makeup application (2 years)
- Attention to detail
- Sales support
- Casual dining experience
- Mobile devices
- Clerical experience
- Staff training
- Restaurant experience
- Childcare
- Accounting
- Phone inquiries
- Google Docs
- Numeracy (10 years)
- Restaurant management
- Food service
- Greeting customers (10 years)
- Heavy lifting (10 years)
- Mentoring
- Order entry
- HIPAA
- Sales
- Social media management
- Management
- Computer skills
- Word processing
- Staff scheduling
- Profit & loss
- Integrity (10 years)
- Training & development
- Clear language communication (10 years)
- Patient interaction
- Customer service
- Phone etiquette
- Kitchen experience
- Guest services
- Driving
- Pet care
- AI
- Food industry
- Computer operation (10 years)
- Microsoft Word
- Food Safety
- Kitchen management
- Problem management
- Event planning
- Negotiation
- Cash management (10 years)
- Upselling (4 years)
- Warehouse experience
- Cleaning equipment
- Stocking
- Night audit
- Home health
- Telecommunication
- Operations management
- Communication skills
- Outbound calling
- Dependability
- Spark
- Leadership
- Email management
- Handling customer inquiries
- POS
- Employment & labor law
- Payroll
- Typing
- Database management
- Teamwork
- Inventory management
- 10 key typing
- Accounts receivable
- Multitasking (10 years)
- Continuous improvement
- Productivity software
- Team leadership (5 years)
- Grammar Experience (10 years)
- Working with high schoolers
- Employee evaluation
- Food service management
- VPN (10 years)
- Administrative experience
- CRM software
- Small mammal care experience
- Home care
- Power tools
- Retail management
- Financial sales
- Animal handling
- Retail sales
- Military
- Marketing
- Relationship management
- Hand tools
- Problem resolution
- Team collaboration
- Customer complaint resolution
- Product knowledge
- Complex Problem-solving
- Stock replenishment
- Assertiveness
- Customer relationship management (CRM)
- POS system operation
- Refunds and exchanges
- Quality assurance
- Account updating
- Employee management
- Regulatory compliance
- [Software] CRM system proficiency
- MS office proficiency
- Merchandise upselling
- Point of sale systems
- Inbound and outbound calling
- Calm and professional under pressure
- Data entry
- Customer data confidentiality
- Microsoft office
- Sales transactions
Certification
- ServSafe
- Food Handler Certification
- Driver's License December 2021 to November 2025
Languages
English
Timeline
Customer Service Associate
William Sonoma
09.2025 - Current
Donor Support Technician
CSL Plasma
07.2024 - 03.2025
Assistant Manager
Jack in the Box
10.2023 - 06.2024
General Manager
Burger King
04.2020 - 08.2023
Cashier
Burger King
11.2019 - 08.2023
Server/Waiter
Don Jose's Mexican Restaurant
06.2015 - 02.2016
GED -
Klamath Adult Learning Center