Mpongose Bongiwe Monica

Guest Experience Leader McDonald’s Volume A [2017-Present]

• Conflict Resolution & Customer Advocacy: Handled customer complaints professionally, mediated disputes, and ensured positive guest experiences, reinforcing problem-solving and negotiation skills.
• Policy Compliance & Risk Management: Ensured adherence to company policies and procedures, identifying potential risks and addressing them proactively.
• Communication & Interpersonal Skills: Engaged with diverse customers, actively listening to concerns and providing effective solutions, strengthening legal advocacy and client relations abilities.
• Leadership & Decision-Making: Assisted in training new employees, guided team members during high-volume hours, and made quick, strategic decisions under pressure.
• Administrative & Documentation Skills: Managed customer feedback reports, recorded complaints, and documented incident resolutions, enhancing attention to detail and legal documentation skills.
• Dispute Resolution & Mediation: Acted as the first point of contact for customer concerns, mediating disputes and finding fair resolutions, which strengthened negotiation and problem-solving skills.
• Compliance & Policy Enforcement: Ensured staff and customers adhered to company policies, health regulations, and safety standards, reinforcing an understanding of compliance and legal frameworks.
• Investigation & Reporting: Conducted inquiries into customer complaints, gathered facts, and documented reports—enhancing attention to detail, fact-finding, and case analysis skills.
• Crisis Management & Decision Making: Handled high-pressure situations, such as customer conflicts and service failures, by making sound, strategic decisions in real time.
• Verbal & Written Communication: Regularly interacted with customers, managers, and corporate representatives, developing persuasive communication and advocacy skills.
• Employee Training & Leadership: Assisted in training new employees on customer service protocols and workplace policies, showcasing leadership and mentoring abilities.
• Time Management & Prioritization: Managed multiple responsibilities in a high-volume, fast-paced environment, ensuring efficiency and effectiveness in meeting customer needs.
• Supported colleagues during peak hours to maintain smooth operations.
• Identified areas for improvement in service protocols to streamline guest interactions.