Rebecca Hickey
Mandeville,LA
Summary
Dynamic leader with a proven track record at Chick-fil-A, enhancing team performance and customer satisfaction. Skilled in sales development and exceptional customer service, excelling in fostering employee motivation and teamwork. Achieved significant improvements in operational efficiency and market share growth, demonstrating strong problem-solving and people skills.
Overview
32
32
years of professional experience
Work History
Director of Talent and Development
Chick-fil-A
01.2024 - Current
- Collaborated with management teams to assess talent gaps and develop strategic solutions for addressing workforce needs.
- Recruited, hired and over saw training of team members.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Enhanced internal mobility opportunities through the creation of transparent career paths aligned with organizational goals.
- Conducted thorough evaluations of existing talent management practices, identifying areas for improvement and recommending actionable solutions.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Updated training processes by reviewing existing documentation, leveraging feedback from directors and leaders to better serve our needs.
Director of Customer Experience
Chick-fil-A
02.2023 - 12.2023
- Streamlined processes to reduce response times, thereby increasing overall customer satisfaction rates.
- Maintained store cleanliness, recovery and readiness for customers.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores 82%.
Kitchen Director
Chick-fil-A
07.2021 - 01.2023
- Reduced food waste by closely monitoring inventory levels and implementing proper storage techniques this resulted in ranking top 20% of corporation.
- Demonstrated strong leadership qualities by supervising a diverse team of kitchen staff members, fostering a positive work environment for all employees.
- Collaborated with front-of-house management to optimize overall restaurant operations and provide exceptional guest experiences.
- Accomplished Guardian of The Brand for last 2 years
Team Member
Chick-fil-A
08.2020 - 06.2021
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Worked different stations to provide optimal coverage and meet production goals.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Addressed and resolved customer complaints in polite and professional manner.
- Contributed to a positive work environment by consistently demonstrating professionalism, adaptability, and strong interpersonal skills.
- Fostered positive work environment, leading by example and offering support to team members as needed.
Office Manager/Marketing Manager/Admissions Assistant
Kehoe-France School
03.2018 - 08.2020
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Increased enrollment in Summer Camp by 44%
Sales Representative
Ben E. Keith Food Distributors
08.2017 - 03.2018
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques and created positive impression of the company.
- Expanded customer base by 63% through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
Teacher/Managing Director
Kehoe-France School
07.2012 - 07.2017
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Developed a new classroom and curriculum for 12 students, in the first year, and created an additional Elective for the middle school students.
Regional Sales Manager
Semolina International Pasta Restaurants
02.1993 - 04.2002
- Expanded market share within the region by identifying growth opportunities and collaborating with cross-functional teams.
- Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships.
- Developed a successful team through rigorous coaching, performance management, and ongoing training for 5-7 restaurants.
- Directed and managed 7 general managers and 16 assistant managers.
- Increased sales by 9.56% and profitability 2.7% and was awarded Regional Manager of The Year 2 years in a row.
Education
Associate of Arts - Culinary Arts
The Culinary Institute of America
Hyde Park, NY12.1992
Bachelor of Science - Human Ecology
Louisiana State University
Baton Rouge, LA12.1990
Skills
- Multi-Unit Management
- Leadership and team building
- Employee Motivation
- Sales and Team Development
- Exceptional Customer Service
- Teamwork and Collaboration
- Problem-solving skills
- Multi-tasking strength
- Listening Skills
- Excellent people skills
- Reliable and punctual
- Goal-Oriented
- Verbal and written communication
Timeline
Director of Talent and Development
Chick-fil-A
01.2024 - Current
Director of Customer Experience
Chick-fil-A
02.2023 - 12.2023
Kitchen Director
Chick-fil-A
07.2021 - 01.2023
Team Member
Chick-fil-A
08.2020 - 06.2021
Office Manager/Marketing Manager/Admissions Assistant
Kehoe-France School
03.2018 - 08.2020
Sales Representative
Ben E. Keith Food Distributors
08.2017 - 03.2018
Teacher/Managing Director
Kehoe-France School
07.2012 - 07.2017
Regional Sales Manager
Semolina International Pasta Restaurants
02.1993 - 04.2002
Associate of Arts - Culinary Arts
The Culinary Institute of America
Bachelor of Science - Human Ecology
Louisiana State University
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