Mosha Volkens
Manager
Newark,DE
Summary
Dynamic professional with extensive experience in operations management and employee relations. Known for driving team engagement and optimizing workflows, resulting in improved service quality and increased customer loyalty.
Overview
15
15
years of professional experience
Work History
Assistant General Manager
Burger King
Newport, DE
08.2022 - 06.2025
- Managed daily operations to ensure optimal service delivery and customer satisfaction.
- Trained and developed team members to enhance performance and operational efficiency.
- Implemented inventory control measures to minimize waste and optimize stock levels.
- Assisted in scheduling staff shifts to align with peak business hours for improved workflow.
- Monitored compliance with health and safety regulations to maintain a safe work environment.
- Analyzed customer feedback to identify areas for improvement in service quality.
- Collaborated with management on promotional initiatives to drive sales growth and customer engagement.
- Streamlined operational processes, enhancing overall efficiency and reducing turnaround times.
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Resolved problems promptly to elevate customer approval.
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Optimized scheduling practices to ensure appropriate coverage during peak hours while minimizing labor costs.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Mentored and motivated team members to achieve challenging business goals.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Established strong relationships with local vendors to secure high-quality products at competitive prices for our customers'' enjoyment.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Analyzed sales data to identify trends and opportunities for menu expansion or modification based on customer preferences.
- Maintained detailed records of all transactions, ensuring accuracy in accounting reports required for tax purposes or audits.
- Participated in community outreach events, strengthening ties with local organizations while enhancing brand visibility.
- Initiated local marketing campaign, increasing foot traffic and sales.
- Resolved customer complaints with professionalism, restoring trust and loyalty.
- Enhanced operational efficiency by streamlining inventory management processes.
- Improved operational workflows, resulting in smoother running of establishment.
- Boosted team morale and productivity by implementing regular feedback sessions and recognition programs.
- Trained new staff members, equipping them with skills needed for success in their roles.
- Coordinated with multiple departments to ensure seamless operations, leading to enhanced customer experience.
- Managed inventory levels to prevent overstocking or stockouts, ensuring availability of popular items.
Manager
Wawa
Middletown, DE
01.2020 - 05.2022
- Led team in daily operations, ensuring efficient workflow and exceptional customer service.
- Implemented process improvements to enhance store efficiency and reduce waste.
- Trained and mentored staff, fostering a collaborative and productive work environment.
- Developed scheduling strategies to optimize labor costs while maintaining service quality.
- Analyzed sales data to identify trends and adjust inventory management accordingly.
- Coordinated promotional initiatives to drive customer engagement and sales growth.
- Enforced safety protocols, ensuring compliance with health regulations across all shifts.
- Collaborated with upper management on strategic planning for store performance enhancements.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
Assistant Manager
Taco Bell
Middletown, DE
09.2010 - 08.2020
- Supervised team performance to ensure adherence to operational standards and customer service excellence.
- Developed training materials and programs to enhance employee skills and improve service efficiency.
- Implemented inventory management strategies to optimize stock levels and reduce waste.
- Analyzed sales data to identify trends, adjust staffing levels, and maximize profitability.
- Led initiatives to streamline workflow processes, improving speed of service during peak hours.
- Coordinated scheduling and staff assignments to ensure optimal coverage during high-demand periods.
- Fostered a positive work environment through effective communication and team-building activities.
- Resolved customer complaints promptly, enhancing satisfaction and loyalty through effective problem-solving techniques.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
Education
High School Diploma -
Glassgow High School
Glassgow, DEGeneral Studies
York Technical Institute
York, PASkills
- Staff management
- Inventory control
- Operations management
- Staff development
- Team leadership expertise
- Employee relations
- Food safety and sanitation
- Training and development background
- Employee scheduling
Timeline
Assistant General Manager
Burger King
08.2022 - 06.2025
Manager
Wawa
01.2020 - 05.2022
Assistant Manager
Taco Bell
09.2010 - 08.2020
High School Diploma -
Glassgow High School
General Studies
York Technical Institute