Sean Burgess
Ada,OK
Summary
Experienced operations leader with a background in restaurant management, customer service, and team training. Skilled in scheduling, problem-solving, and improving daily workflows to support strong guest experiences.
Overview
14
14
years of professional experience
Work History
Call Center Rep I
The Chickasaw Nation
Ada, Oklahoma
07.2026 - Current
- Answered incoming phone calls, ensuring timely customer support.
- Managed guest reservations, facilitating smooth check-ins and customer satisfaction.
- Provided comprehensive information about WinStar, enhancing visitor experience.
General Manager
Mazzios
Ada, Oklahoma
11.2022 - 06.2026
- Oversaw daily business operations, including budgeting, staffing, scheduling, inventory control, customer service, and sales to drive operational efficiency.
- Handled daily pizza restaurant operations for Mazzio's location.
- Managed team schedules, staffing needs, and shift coverage to ensure optimal service delivery.
- Trained crew on service standards, food prep, and guest expectations.
- Monitored food quality, cleanliness, and sanitation practices to maintain health standards.
- Resolved guest concerns and supported friendly dining service.
- Coordinated with Mazzio's leadership on sales and operational planning.
Customer Service Intake Generalist
The Chickasaw Nation
Ada, Oklahoma
10.2022 - 05.2023
- Processed Child Support applications, facilitating access to necessary services for clients.
- Directed clients to appropriate staff, streamlining assistance and improving client experience.
- Managed incoming phone calls, ensuring professional communication and timely resolution of client inquiries.
BSA Analyst
Westview Cottages
Guthrie, Oklahoma
01.2020 - 09.2022
- Reviewed resident account activity for Westview Cottages compliance checks.
- Analyzed records for policy gaps and escalation needs.
- Prepared audit reports for management review.
- Coordinated with staff on compliance questions and file updates.
- Maintained accurate logs for reviews and internal controls.
- Assisted in developing project plans, timelines, workflows, and decision matrices for assigned projects.
- Developed training materials for end users to ensure successful adoption of new systems and applications.
- Analyzed business requirements to develop technical solutions and system designs.
Job Coach
Community Access
Stillwater, Oklahoma
03.2019 - 01.2020
- Supported Community Access participants with job coaching at community work sites.
- Trained individuals on workplace routines, task steps, and supervisor expectations.
- Monitored job performance and modeled appropriate workplace behavior.
- Adapted coaching strategies to individual strengths, goals, and accommodations.
- Communicated with employers, families, and support teams about job needs.
- Assisted with travel training and community-based job site transitions.
- Documented progress notes and daily support activities for Community Access records.
Certified Nursing Assistant
Ballards
Ada, Oklahoma
06.2016 - 12.2017
- Assisted Ballards residents with bathing, dressing, and daily hygiene needs.
- Monitored vital signs and reported changes to Ballards nursing staff.
- Repositioned residents and supported safe transfers using proper body mechanics.
- Responded promptly to call lights and resident comfort requests.
- Maintained clean patient rooms and sanitized equipment per Ballards standards.
- Recorded care notes and updated Ballards patient records accurately.
- Supported Ballards team with respectful communication and compassionate resident care.
Assistant Manager
Taco Bell
Ada, Oklahoma
08.2012 - 09.2017
- Supervised team members during shifts, ensuring smooth operations. Taco Bell crew during shifts and supported daily restaurant operations.
- Coordinated workflows at drive-thru and front counter for efficient service. drive-thru, front counter, and kitchen workflows for guest service.
- Trained new crew members on food safety and service protocols. crew on food safety, sanitation, and Taco Bell service standards.
- Managed cash handling processes to maintain financial accuracy. cash handling, register accuracy, and safe deposit procedures.
- Monitored inventory levels to prevent shortages and ensure availability. inventory levels and ordered product for kitchen and beverage stations.
- Scheduled staff shifts to optimize coverage during peak hours. staff coverage and adjusted labor during busy service periods.
- Resolved customer concerns promptly to enhance guest experience. guest concerns and reinforced courteous Taco Bell hospitality.
- Inspected restaurant areas for cleanliness and compliance with standards. cleanliness, equipment, and prep areas for brand compliance.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained current knowledge of company menu items and promotions. up-to-date knowledge of company products and services.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
Education
GED -
The Chickasaw Nation
Ada, OK01-2016
Skills
- Reservation systems
- Call routing
- Customer documentation
- Customer service
- Inquiry handling
- Complaint resolution
- Records management
- Team scheduling
- Verbal communication
- Active listening
- Problem solving
- Conflict resolution
- Time management
Timeline
Call Center Rep I
The Chickasaw Nation
07.2026 - Current
General Manager
Mazzios
11.2022 - 06.2026
Customer Service Intake Generalist
The Chickasaw Nation
10.2022 - 05.2023
BSA Analyst
Westview Cottages
01.2020 - 09.2022
Job Coach
Community Access
03.2019 - 01.2020
Certified Nursing Assistant
Ballards
06.2016 - 12.2017
Assistant Manager
Taco Bell
08.2012 - 09.2017
GED -
The Chickasaw Nation