Robert Sanchez
Washington,DC
Summary
Proven leader with a track record of enhancing customer satisfaction and team performance at McDonald's. Skilled in decision-making and relationship building, I excel in staff training and resolving customer complaints, significantly contributing to operational efficiency and positive work culture. Achieved notable success in employee mentoring and customer service focus, driving substantial improvements in team agility and service delivery.
Overview
20
20
years of professional experience
Work History
Shift Manager
IHOP
04.2020 - 07.2024
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Excelled in every store position and regularly backed up front-line staff.
Manager
Smith Dairy Queens Ltd.
01.2017 - 04.2020
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
Manager
McDonald's
02.2011 - 01.2017
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Debt Collector
United Recovery Systems
04.2004 - 02.2011
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Streamlined collection processes, optimizing efficiency through automation and prioritization of high-risk accounts.
Education
Associate of Arts - Business Administration
American InterContinental University
Schaumburg, IL06.2028
GED -
Richard R. Green H.S. of Teaching
New York, NY05.1994
Skills
- Cash Handling
- Decision-Making
- Customer service focus
- Employee Training
- Staff Motivation
- Opening and closing procedures
- Punctual and Reliable
- Handling Customer Complaints
- Energetic and Enthusiastic
- Training and mentoring
- Relationship Building
- Workplace Safety
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Shift Manager
IHOP
04.2020 - 07.2024
Manager
Smith Dairy Queens Ltd.
01.2017 - 04.2020
Manager
McDonald's
02.2011 - 01.2017
Debt Collector
United Recovery Systems
04.2004 - 02.2011
Associate of Arts - Business Administration
American InterContinental University
GED -
Richard R. Green H.S. of Teaching
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