Rikkita Sherman

• Responsible for POS operations, back office support, and menu management for Taco Cabana and Pollo Tropical.
• Chaired the POS integrations and deployment for delivery service providers. (DoorDash,Grubhub,UberEats).
• Coordinated monthly meetings with all DSP account managers to execute cross-functional goals, provide feedback and discuss specific needs for process improvement and to ensure alignment.
• Responsible for building, testing and maintaining point-of-sale (POS) keys for the menu and order configurations.
• Manually published the item ID for all food & beverages.
• Updated pricing, descriptions, Images, calories, and ingredients in MDM (Menu Data Management).
• Utilized Xenial to preview the digital menu board.
• Managed OLO menu by adding modifiers, desserts, entrees,combos and family meals and LTOs.
• Added the image URL to OLO.
• Detected and rejected accounts with repeated fraudulent activity using OLO fraud prevention tool.
• Scheduled the business hours of operation and restrictions for rails,dispatch, drive-thru and curbside in OLO.
• Enabled/Disabled online ordering for new stores, staffing shortages,remodels,and parking lot compliance.
• Accessed the back office PC for all FOH operations and communications.
• Collaborated with Bottle Rocket to deploy new features and icons to iPhones and Androids.
• Tested new releases, upgrades and promotion codes.
• Created SMS messages for customers participating in rewards.
• Performed a QA on all DSP platforms to ensure items were available with the correct image, pricing and description.
• Organized images to the categorized folder in Azure.
• Escalated all in-store networking issues and hardware replacements to the restaurant support team.
• Scanned QR codes to confirm the URLs, menus and ordering destination for the microsite.
• Responded to the change request forms by completing the action required for adding or removing the limited-time offers (LTO).
• Restricted unavailable items using back office 86'd feature.
• Reviewed the POS health matrix to restart the appropriate services and resolve any operational issues with the OLO server.
• Replicated and resolved any errors or functionality issues remotely using command center.
• Created effective documentation including training and preparation for the Restaurant Support Center.
• Completed customer follow-up to ensure proper resolution.
• Performed other duties and responsibilities as assigned
• Documented interactions and triaged all incidents into the Case Management System.

Stats recorded from the yearly performance review.

• 1.83% of tickets were resolved in 30 days out of the 3% goal mark.
• Surpassed a yearly average TTR of 3.60 Days (s) out of the average goal of 5 days.
• Responsible for the POS design and maintenance.
• Managed the food and beverage menu by executing and importing all culinary-related data for Top Golf's menus, recipes, ingredients, price/sales tax,calories, and nutrition.
• Maintained the functionality for existing keys, food & beverage core menu items (including liquor, bottle, draft, wine), Special Events packages, and limited time offers (LTOs).
• Implemented user access controls for the product database and related systems.
• Monitored and ensured compliance of price changes, and promotions.
• Diagnosed and resolved advanced POS issues such as hardware, software, networking and security.
• Routed the F&B items to the appropriate kitchen line: Salad,Grill, Fry, Flat-top, On the Fly, etc.
• Scheduled a time restriction for alcoholic beverages.
• Tested promotions on the FOH using the generated discount code.
• Installed and configured the restaurant technology.
• Created and designed the menu layout.
• Labeled the POS menu functionality buttons.
• Added, removed restrictions to the POS selections.
• Enabled the POS to accept all payment methods including gift cards, loyalty points, debit, and cash.
• Created promotional events and adjusted the event time slot.
• Completed NCR Aloha training and successfully migrated the systems according to the company's standards.
• Provided cross-functional support to identify root cause while gathering the detailed error, including screenshots.
• Reviewed the DSR (Daily Sales Report) to identify discrepancies, payments, refunds, and deductions.
• Settled the daily batch and created a revenue report for the accounting department
• Granted and terminated network access to corporate employees by utilizing Active Directory.
• Proactively diagnosed and resolved EOD (End Of Day) errors.
• Accessed venues remotely using CMC (Command Center)
• Accessed the KDS (Kitchen Display System) remotely to configure the kitchen controllers.
• Developed communication material to provide necessary information to field operations.
• Documented and maintained accurate records of support interactions and solutions.

• Provided menu management and restaurant support for Chili's, On The Border and Maggianos .
• First point of contact for troubleshooting of pricing and/or item discrepancies, KDS issues by telephone, email.
• Installed and configured the POS, KDS monitors,controllers,tablets and receipt printers.
• Updated permissions in line with staff changes and role adjustments.
• Replaced all hardware through the NCR portal.
• Removed any POS restrictions that prevented the orders from going to the kitchen.
• Utilized Configuration Center to execute changes to the FOH.
• Routed F&B items to the appropriate station.
• Configured TCP/IP settings for network-related issues.
• Configured new stations for use and dispatched NCR technicians for repairs as needed.
• Set master terminal and Resolved ''Looking for file-server'' error.
• Placed sites in redundancy mode and performed the file server recovery.
• Documented all calls and resolutions accordingly.

• Responded to inbound calls from managers requesting POS support.
• Created new POS keys and kitchen routing details.
• Added the menu item details and pricing using Aloha Configuration Center.
• Coordinated with Marketing to maintain accuracy of POS numbers, KDS times, items, and stations.
• Managed the menu items, pricing, and other elements of the POS through a range of responsibilities.
• Reviewed the pricing matrix to confirm pricing requirements from Finance.
• Routed all food and beverage items to the kitchen stations Salad,Grill, Fry, Flat-top, On the Fly, etc.
• Determined the point of failure by probing and utilizing the knowledge base.
• Provided “Aloha Go-live” support and performed a quality check on POS functionality.
• Worked closely with infrastructure and ISP's (Internet Service Providers) to report network outages and minimize service disruption.
• Utilized Hot Schedules to adjust employee availability, update job codes,pay rates, contact information, and job descriptions.
• Troubleshot all POS hardware and software related issues.
• Settled the daily batch and manually issued refunds using EDC (Electronic Draft Capture).
• Accessed QSR Automations to configure the KDS stations.
• Followed up on all tickets to ensure optimal customer satisfaction following the engagement and problem resolution.