Rita Selbe
Marianna
Summary
Resourceful Shift Manager known for high productivity and efficient task completion. Skilled in team leadership, operational management, and conflict resolution. Excel in communication, adaptability, and problem-solving to enhance team performance and achieve company goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Shift Manager
Popeyes® Louisiana Kitchen
Marianna
08.2024 - Current
- Supervised daily operations and ensured staff adherence to safety protocols.
- Managed team schedules and coordinated shift assignments for optimal coverage.
- Trained new employees on company policies and operational procedures effectively.
- Resolved customer complaints promptly to maintain service quality standards.
- Implemented process improvements to enhance workflow and reduce downtime.
- Monitored employee performance and provided feedback for continuous improvement.
- Helped employees accomplish tasks during peak periods.
- Inspected work areas regularly for cleanliness and organization standards.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Coached employees on interactions with customers to drive exceptional service.
- Monitored store operations to ensure compliance with company policies and procedures.
- Communicated with other shift managers to facilitate continuum of customer service.
- Provided coaching and guidance to team members when necessary to improve performance.
- Assisted in resolving escalated customer service issues in a timely manner.
- Enforced safety standards throughout the store including proper use of equipment.
- Responded quickly and effectively to emergency situations as they arose.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Resolved conflicts between staff members in a professional manner.
- Directed and led employees and team members on effective operations, methods and procedures.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Taught staff upselling techniques to meet revenue targets.
- Prepared detailed incident reports following any incidents that occurred during shifts.
- Maintained cleanliness and organization of work area.
- Ensured compliance with food safety regulations and quality standards.
- Implemented cost-control measures to maintain budgetary guidelines.
- Identified needs of customers promptly and efficiently.
- Conducted training in equipment operations and safety procedures, briefing employees of hazards associated with work.
- Directed and coordinated production activities, encouraging employees to meet specifications.
HouseKeeping
Brisk, LLC
03.2020 - 06.2023
Shift Leader
Wendys
07.2017 - 02.2020
Customer Service Manager
Hardees Fast Food
Cottondale
04.2015 - 07.2017
- Managed daily operations of customer service team at fast food restaurant.
- Trained staff on customer interaction techniques and company policies.
- Resolved customer complaints and provided effective solutions promptly.
- Monitored service standards and ensured compliance with brand guidelines.
- Facilitated team meetings to discuss improvements in service delivery processes.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Recruited and trained new employees to meet job requirements.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Assigned work and monitored performance of project personnel.
- Reviewed completed work to verify consistency, quality, and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Implemented quality control measures to uphold company standards.
Education
High School Diploma or GED -
Marianna Adult Education
Skills
- Food Services
- Staff training
- Customer service
- Performance monitoring
- Safety compliance
- Team leadership
- Conflict resolution
- Process improvement
- Quality control
- Operational efficiency
- Communication skills
- Problem solving
- Time management
- Workplace safety
- Flexible schedule
- Opening and closing procedures
- Shift checklists
- Shift leadership
- Reporting and documenting
- Customer service focus
- Punctual and reliable
- Staff training and onboarding
- Staff development
- Employee training
- Operations management
- Accurate money handling
- Delegating work
- Cash handling
- Relationship building
- Training and mentoring
- Decision-making
- Interpersonal skills
- Team development
- Equipment troubleshooting
- Supply ordering
- Handling customer complaints
- Payment processing
- Staff motivation
- Documentation and reporting
- Team building
- Process improvements
- Quality assurance
- Verbal and written communication
- Energetic and enthusiastic
- Mentoring and coaching
- Reliability
- New product introductions strategies
- Safety program enforcement
- Workforce training
- Crisis management
- Adaptability
- Strategy development
- Teamwork
Certification
ServSafe, 3-5 years
Timeline
Shift Manager
Popeyes® Louisiana Kitchen
08.2024 - Current
HouseKeeping
Brisk, LLC
03.2020 - 06.2023
Shift Leader
Wendys
07.2017 - 02.2020
Customer Service Manager
Hardees Fast Food
04.2015 - 07.2017
High School Diploma or GED -
Marianna Adult Education
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