TOAST
Pamela Conner
Customer Service Manager
Brunswick,ME
Summary
Highly proactive manager with over 10 years of experience in team leadership in the QSR food service industry. Background includes sales, management and customer service in fast-paced setting. Food service professional adept at FOH and BOH operations. Demonstrated team leader with excellent staff management skills. Dedicated, hardworking QSR restaurant management professional with extensive daily planning and operations experience. Skilled in staff training and development. With expertise in general operations management, special events, staff development and training, recruitment and vendor negotiations.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Restaurant Manager
Sam's Italian Foods
Lisbon Falls, ME
06.2019 - Current
- Generate and present complete and accurate business reports and forecasts
- Schedule staff and coordinate workloads
- Ensure food and beverage quality, presentation and sanitation to meet exacting standards
- Engage in delivering superior customer service via floor presence
- Manage inventory and purchasing
- Oversee compliance with all relevant laws, standards and regulations
- Train, supervise and evaluate a diverse staff base of 10+ individuals
- Organize and monitor staff schedules and coordinate daily deployment
- Ensure cash management procedures are completed accurately
Senior Shift Leader
Sam's Italian Foods
Lewiston, ME
01.2018 - 07.2018
Restaurant General Manager
Dunkin' Donuts
Auburn, ME
09.2015 - 01.2018
- Generate and present complete and accurate business reports and forecasts
- Schedule staff and coordinate workloads
- Ensure food and beverage quality, presentation and sanitation to meet exacting standards
- Engage in delivering superior customer service via floor presence
- Manage inventory and purchasing
- Oversee compliance with all relevant laws, standards and regulations
- Train, supervise and evaluate a diverse staff base of 10+ individuals
- Organize and monitor staff schedules and coordinate daily deployment
- Ensure cash management procedures are completed accurately
Customer Service Representative
Dunkin Donuts
Auburn, ME
04.2012 - 02.2015
- Maintained clean and organized workstation
- Demonstrated ability to communicate clearly with managers, co-workers, and customers
- Provided exceptional customer service to every guest
- Displayed ability to resolve customer problems independently
- Five days a week solely in charge of sandwich station and all procedures, i.e
- Preparing food, wiping down station, restocking station, and future food preparation
- Completed all Dunkin Brands online food safety and handling training courses
- Counted materials, equipment, merchandise, and supplies in stock and posted totals to inventory records weekly
- As responsible for having ordered food prepared and out to customers in under 2.00 minutes, my averg down station, restocking s
Volunteer
Safe Voices
Auburn, ME
06.2010 - 11.2010
- Organized clothing closet
- Sorted through donations.
Assistant Manager
Dunkin Donuts
Lewiston, ME
10.2006 - 10.2009
- Assisted in the interviewing, hiring, and training of all new employees
- Completed weekly schedules of all employees
- Managed sales floor during peak hours to ensure courteous, accurate and efficient service
- Counted materials, equipment, merchandise, and supplies in stock and posted totals to inventory records using computer
- Designed spreadsheet on Excel to be used with store related charges that were being imputed into the register incorrectly resulting cash shortages
- Saw an 80% decrease in shortages by week two
- Calculated all cash earnings and deposited in bank daily
- Managed bookkeeping and payroll up to three times a week.
Education
GED -
Lewiston High School
Lewiston, ME 08.2010 - 08.2010
Skills
Google Docs (2 years)Microsoft Excel (3 years)Fast FoodRestaurant ManagementRestaurant ExperienceCulinary ExperienceFood SafetyProfit & LossKitchen ExperiencePOSPurchasingLabor Cost AnalysisInterviewingSalesFood PreparationManagementGuest ServicesSupervising ExperienceForecastingCookingBudgetingAwardsExcellence in Customer ServiceWas recognized by Dunkin brands corporate office for having excellent customer service skillsCertifications and LicensesServSafe manager certifiedDriver's License
Food preparation and safety
Point of Sale (POS) system operation
Staff Scheduling
Conflict resolution techniques
Staff Management
Cost-controls
Inventory control and record keeping
Passion for customer satisfaction
Recruitment
Food service background
Kitchen equipment operation and maintenance
Order delivery practices
Business operations expertise
Natural leader
Recipes and menu planning
Software
Certification
SERVSAFE Manager Certified
Timeline
SERVSAFE Manager Certified
07-2022
Restaurant Manager
Sam's Italian Foods
06.2019 - Current
Senior Shift Leader
Sam's Italian Foods
01.2018 - 07.2018
Restaurant General Manager
Dunkin' Donuts
09.2015 - 01.2018
Customer Service Representative
Dunkin Donuts
04.2012 - 02.2015
GED -
Lewiston High School
08.2010 - 08.2010
Volunteer
Safe Voices
06.2010 - 11.2010
Assistant Manager
Dunkin Donuts
10.2006 - 10.2009