Serenity Burney
Jacksonville,FL
Summary
Motivated Shift Leader enthusiastic about helping team members meet and exceed objectives with compassionate leadership. Talented trainer and operational problem-solver with front-line experience and collaborative nature. Resourceful in balancing customer, company and employee needs.
People-oriented Shift Leader successful at executing new initiatives. Committed to creating workplace culture consistent with organization's mission and values. Continuously evaluates operations for safety concerns and implements strategies to reach targets.
Resourceful Shift Leader known for high productivity and efficient task completion. Skilled in team leadership, time management, and conflict resolution. Excel in communication, adaptability, and problem-solving to ensure smooth operations and team harmony.
Overview
1
1
year of professional experience
2025
2025
years of post-secondary education
Work History
Shift Leader
Dunkin' Brands
Jacksonville, Fl
04.2025 - Current
- Supervised daily operations and ensured compliance with company standards.
- Trained new team members on service procedures and product knowledge.
- Managed inventory levels and restocked supplies to maintain service efficiency.
- Handled customer inquiries and resolved issues to enhance satisfaction.
- Assisted in creating employee schedules to optimize workforce coverage.
- Facilitated team meetings to encourage communication and collaboration among staff.
- Assisted in training new employees on shift operations.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Checked orders for quality and completeness.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
Customer Service Manager
Wendy’s
Jacksonville, FL
04.2024 - 04.2025
- Assisted team in resolving customer inquiries and complaints effectively.
- Supported daily operations by managing customer service workflows and schedules.
- Handled customer feedback to enhance service delivery and satisfaction levels.
- Collaborated with team members to maintain accurate product knowledge and information.
- Trained new staff on customer service protocols and company policies.
- Utilized customer relationship management software to track interactions and issues.
- Engaged with customers through various channels to provide timely assistance.
- Implemented best practices for maintaining a positive customer experience environment.
- 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.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
Education
Associate of Arts - Criminal Justice
Florida State College
Jacksonville, FL 09.2025 - 08.2025
Westside High School
Jacksonville, FLSkills
- Customer service
- Team building
- Employee training
- Conflict resolution
- Effective communication
- Operations supervision
- Training assistance
- Client service
- Follow-up procedures
- Issue resolution
- Flexible schedule
- Strong verbal and written communication
- Team motivation
- Team leadership
- Employee attendance monitoring
- Complaint resolution
- Team collaboration and leadership
- Motivational leadership
- Team-building activities
- Sales expertise
- Staff supervision
- Customer service focus
- Shift leadership
- Daily workflows
- Problem-solving
- Positive attitude
- Staff development
- Cash handling
Timeline
Associate of Arts - Criminal Justice
Florida State College
09.2025 - 08.2025
Shift Leader
Dunkin' Brands
04.2025 - Current
Customer Service Manager
Wendy’s
04.2024 - 04.2025
Westside High School