Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Shabnam Zia

Plainfield,NJ

Summary

Dynamic leader with proven success in enhancing customer satisfaction and team performance at Dunkin' Donuts. Expert in team leadership and complex problem-solving, demonstrated through effective conflict resolution and talent development. Achieved consistent financial targets and improved customer service ratings, showcasing strong time management and communication skills.

Overview

12
12
years of professional experience

Work History

Manager

Dunkin'donut
12.2019 - 03.2024
  • 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.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.

Limousine Driver

Altima Limo
09.2015 - 09.2023
  • Stowed passenger items with care and concern to avoid damage or displeasure with handling.
  • Mapped efficient routes with minimal disruption to passengers or schedules.
  • Answered, scheduled, and responded to reservation calls at specific times and locations.
  • Checked in with dispatch service and updated with current location.
  • Generated consistent referrals and repeat business by providing friendly and fast service.
  • Built strong professional relationships with clients through attentive listening, excellent rapport-building skills, and genuine empathy for their needs.
  • Delivered passengers to destinations safely and on time.

Manager of Operations

Subway
08.2012 - 09.2015
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
  • Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
  • Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed purchasing, sales, marketing and customer account operations efficiently.

Education

High School Diploma -

Rennes Descartes
Paris
06.2004

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving

Languages

French
Professional Working
Hindi
Professional Working

Timeline

Manager

Dunkin'donut
12.2019 - 03.2024

Limousine Driver

Altima Limo
09.2015 - 09.2023

Manager of Operations

Subway
08.2012 - 09.2015

High School Diploma -

Rennes Descartes

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Shabnam Zia