Overview
Work History
Education
Skills
Timeline
Generic

Shakia McDonald

Gulfport,MS

Overview

13
13
years of professional experience

Work History

Cashier/Drive-Thru Cashier

Whataburger Restaurants L&c
Gulfport, MS
05.2018 - 06.2021
  • Kept drive-thru station well-stocked and organized to meet all customer needs.
  • Worked quickly to document orders, answer questions and process payments, keeping high-volume line moving and maintaining high customer satisfaction.
  • Prepared drinks, ice cream and other special items to complete prepared food orders.
  • Completed opening, closing and shift change tasks by following company guidelines.
  • Capitalized on slow periods to restock supplies, clean counters and remove trash.
  • Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
  • Backed up front counter employees to maximize guest satisfaction with speedy service.
  • Checked headsets and replaced batteries prior to rush periods to maintain readiness.
  • Took orders, prepared foods and processed payments in full-service establishment.
  • Followed store policies and procedures in regards to cleaning and sanitizing.
  • Worked during peak business hours such as nights, weekends and holidays and maintained calm, pleasant demeanor.
  • Informed customers of regular deals or monthly specials to upsell orders.
  • Operated headset to process food orders from guests to input into computer system.
  • Assembled accurate food orders into bags, adding condiments, utensils and napkins.
  • Processed credit card and cash payment for orders, counting out change and furnishing receipts.
  • Upsold menu items, including beverages and desserts to increase restaurant profits.
  • Reported complaints to manager for quick resolution.

Server/Hostess

Cracker Barrel
Gulfport, MS
08.2016 - 06.2018
  • Welcomed incoming patrons and seated at optimal locations based on individual preferences and server balancing requirements.
  • Assisted kitchen staff with food counts by determining number of items required for complete service.
  • Monitored dining rooms for safety and customer needs, upholding high standards for service and experiences.
  • Refilled drinks at tables throughout service areas, checking in with diners about specific needs.
  • Served plated dinners, oversaw buffet-style dinners and passed hors d'oeuvres for parties.
  • Updated customers on menu changes and new food and beverage offerings to maintain quality service relationships.
  • Cross-trained as host and helped with tasks such as greeting diners and escorting guests.
  • Restocked tables, wait staff areas and order staging areas.
  • Provided timely checks on guest needs and brought requests.
  • Handled special customer requests such as separate checks and menu substitutions.
  • Relayed orders and special requests to cooks.
  • Reset tables between guests, refilled condiments and wiped down surfaces.
  • Set up tables and counters to prepare dining and serving areas.
  • Documented food orders and ran items to guest tables in dining room.
  • Completed opening and closing checklists to facilitate smooth restaurant operations.
  • Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
  • Implemented sanitary food handling, holding and service protocols.
  • Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
  • Greeted newly seated guests promptly, filled water glasses and brought bread to table.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
  • Set up dining room to meet hospitality and service standards.
  • Stocked server areas with supplies before, during and after shifts.
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Cleared table and bussed dishes to allow for quick setups.
  • Provided exceptional service to high volume of daily customers.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.

Server/Hostess

Logan's Roadhouse
Gulfport, MS
05.2014 - 08.2016
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs.
  • Promoted desserts, appetizers and specialty drinks to optimize sales.
  • Collaborated with host, bus person and cook to serve up food and beverage options.
  • Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
  • Prepared salads, appetizers and garnishes to assist kitchen staff.
  • Maximized beverage sales by suggesting appropriate food and drink pairings to suit unique customer preferences.
  • Arranged place settings with fresh tablecloths, tableware and flowers to create appealing tables.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Provided exceptional service to high volume of daily customers.
  • Cleared table and bussed dishes to allow for quick setups.
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Stocked server areas with supplies before, during and after shifts.
  • Set up dining room to meet hospitality and service standards.
  • Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Developed strong and lasting resident relationships.
  • Greeted newly seated guests promptly, filled water glasses and brought bread to table.
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
  • Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
  • Implemented sanitary food handling, holding and service protocols.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
  • Completed opening and closing checklists to facilitate smooth restaurant operations.
  • Documented food orders and ran items to guest tables in dining room.
  • Set up tables and counters to prepare dining and serving areas.
  • Reset tables between guests, refilled condiments and wiped down surfaces.
  • Completed final preparations of dishes and quickly delivered items to customers.
  • Relayed orders and special requests to cooks.
  • Calculated charges, issued table checks and collected payments from customers.
  • Handled special customer requests such as separate checks and menu substitutions.
  • Minimized customer wait times by taking and filling large volume of orders each day.
  • Provided timely checks on guest needs and brought requests.
  • Calculated accurate bill amounts and processed cash and credit card payments.
  • Restocked tables, wait staff areas and order staging areas.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Discussed dining menu information to aid in decision process for senior residents.
  • Cross-trained as host and helped with tasks such as greeting diners and escorting guests.
  • Increased sales of high margin menu items through effective upselling.
  • Updated customers on menu changes and new food and beverage offerings to maintain quality service relationships.
  • Inventoried food supplies to determine needs and replenish stations.
  • Served plated dinners, oversaw buffet-style dinners and passed hors d'oeuvres for parties.
  • Refilled drinks at [Number] tables throughout service areas, checking in with diners about specific needs.
  • Practiced safety and loss prevention procedures, adhering to universal precautions and infection control guidelines.
  • Monitored 3 dining rooms for safety and customer needs, upholding high standards for service and experiences.
  • Assisted kitchen staff with food counts by determining number of items required for complete service.
  • Plated food and assessed plate presentation to maintain highest standard of food quality.
  • Welcomed incoming patrons and seated at optimal locations based on individual preferences and server balancing requirements.
  • Set tables for meals to prepare for daily diners and reset tables after customers left.
  • Met or exceeded sales targets on consistent basis with proactive promotional strategies and dessert mentions.
  • Washed buffet, restaurant and banquet items, including silverware, dishes, cooking utensils, equipment and displays.
  • Observed eating patterns of residents to record proper nutrition during meal times.
  • Made reservations for guests up to days in advance.

Call Center Representative

Mississippi Gulf Coast CommunityCollege - Perkinston Campus
Gulfport, MS
03.2012 - 11.2014
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Assessed customer account information to determine current issues and potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved inquiries to consistently meet performance benchmarks.
  • Corresponded with service department team members to build and implement successful solutions to customer problems.
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
  • Improved call management database by frequently changing and updating customer contact information.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Handled many calls per day to assist customers and dispatch services.
  • Managed high-volume of inbound and outbound customer calls.
  • Educated customers on special pricing opportunities and company offerings.
  • Explained key information regarding products and services to customers to encourage informed decision-making.
  • Reviewed files, records and other obtained documents to respond to customer requests.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Accurately documented calls and caller information in software and made updates to data as needed.
  • Reviewed account and service histories to identify trends and issues.
  • Corrected issues by giving agents targeted and highly constructive feedback.
  • Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction scores from [Number]% to [Number]%.
  • Assisted many callers per week in fast-paced environment.
  • Shared detailed information regarding options to help customers make decisions.
  • Consulted with customers regarding needs and addressed concerns.
  • Took several inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base
  • Completed several outgoing calls per day according to assigned call list.
  • Completed high volume of outbound calls per day with above-average conversion rate.
  • Achieved or exceeded satisfaction rating on consistent basis.
  • Used electronic documentation, reference tools and automated training to drive customer service ratings.
  • Addressed problems by researching and resolving concerns through effective [Skill] and [Area of expertise].

Cashier/Drive-Thru Cashier

McDonald's Restaurant
Gulfport, MS
02.2013 - 11.2014
  • Kept drive-thru station well-stocked and organized to meet all customer needs.
  • Worked quickly to document orders, answer questions and process payments, keeping high-volume line moving and maintaining high customer satisfaction.
  • Prepared drinks, ice cream and other special items to complete prepared food orders.
  • Completed opening, closing and shift change tasks by following company guidelines.
  • Capitalized on slow periods to restock supplies, clean counters and remove trash.
  • Boosted customer satisfaction by quickly addressing and resolving complaints with food or service.
  • Backed up front counter employees to maximize guest satisfaction with speedy service.
  • Checked headsets and replaced batteries prior to rush periods to maintain readiness.
  • Took orders, prepared foods and processed payments in full-service establishment.
  • Followed store policies and procedures in regards to cleaning and sanitizing.
  • Worked during peak business hours such as nights, weekends and holidays and maintained calm, pleasant demeanor.
  • Informed customers of regular deals or monthly specials to upsell orders.
  • Operated headset to process food orders from guests to input into computer system.
  • Assembled accurate food orders into bags, adding condiments, utensils and napkins.
  • Processed credit card and cash payment for orders, counting out change and furnishing receipts.
  • Upsold menu items, including beverages and desserts to increase restaurant profits.
  • Reported complaints to manager for quick resolution.
  • Tallied cash register at end of shift to reconcile with shift sales.
  • Greeted customers promptly and responded to questions.
  • Maintained work area and kept cash drawer organized.
  • Counted and balanced cashier drawers.
  • Cleaned and stocked front end areas, including register changing tapes and ribbons.
  • Complied with cash handling procedures to meet regional cashier variance policy.
  • Welcomed customers, offering assistance to help find store items.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Processed customer payments quickly and returned exact change and receipts.
  • Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
  • Managed cashier shifts and breaks.
  • Kept store operations efficient and tasks current by carrying out daily store opening, closing and shift change actions in full.
  • Resolved issues with cash registers, card scanners and printers.
  • Answered phone calls to assist customers with questions and [Type] orders.
  • Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy.
  • Processed efficient and accurate cash, check, debit, and credit card payments using Point-of-Sale system.
  • Assisted customers to find appropriate products, answered product questions and provided product solutions.
  • Unboxed new merchandise and added to shelves in accordance with planograms and stock rotation policies.
  • Stayed up to date on current item discounts to support promotions.
  • Counted product stock to maintain inventory records.
  • Monitored sales events, added new merchandise and rang up purchases.
  • Prepared food, including [Type], [Type] and [Type] items.
  • Restocked [Location] with silverware, straws, napkins and condiments.
  • Filled beverages and delivered food to customers by [Action].
  • Accurately handled over $[Amount] of payments daily in cash and credit cards payments for [Type] products.
  • Worked in competitive team environment to exceed revenue quotas, meeting monthly quota of $[Amount].
  • Arranged updated promotional displays every [Timeframe].

Gas Station Cashier/In-Room Dining Order Taker

Rudy's "Country Store" and Bar-B-Q
Killeen, TX
01.2011 - 02.2012
  • Processed cash and credit payments for gasoline, food and other merchandise.
  • Cleaned store inside and out, straightened displays and maintained neat and inviting atmosphere for optimum customer satisfaction.
  • Checked customer ages before cigarette or alcohol purchases and allowed sale only if within legal age limits.
  • Managed in-store food and general merchandise inventory, stocked goods and documented low stock levels.
  • Monitored self-service gasoline pumps, helping customers as needed.
  • Enforced store security procedures and prevented merchandise loss via keen attention to detail and video monitors.
  • Processed payments via cash, credit and debit cards and counted back change to customers to avoid cash drawer errors.
  • Inspected identification to determine proper age of customers for alcohol and cigarettes.
  • Maintained work area and kept cash drawer organized.
  • Counted and balanced cashier drawers.
  • Cleaned and stocked front end areas, including register changing tapes and ribbons.
  • Complied with cash handling procedures to meet regional cashier variance policy.
  • Welcomed customers, offering assistance to help find store items.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Processed customer payments quickly and returned exact change and receipts.
  • Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
  • Built and maintained productive relationships with employees.
  • Managed cashier shifts and breaks.
  • Kept store operations efficient and tasks current by carrying out daily store opening, closing and shift change actions in full.
  • Answered phone calls to assist customers with questions and [Type] orders.
  • Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy.
  • Scanned items quickly to keep lines moving and reduce overall wait time.
  • Processed efficient and accurate cash, check, debit, and credit card payments using Point-of-Sale system.
  • Assisted customers to find appropriate products, answered product questions and provided product solutions.
  • Helped customer locate and select appropriate merchandise throughout store.
  • Applied proper tare procedures when ringing up scalable items to maintain accurate pricing.
  • Stayed up to date on current item discounts to support promotions.
  • Issued receipts, discussed return policies, and directed customers to pickup locations for larger merchandise.
  • Prepared food, including [Type], [Type] and [Type] items.
  • Restocked [Location] with silverware, straws, napkins and condiments.
  • Filled beverages and delivered food to customers by [Action].
  • Accurately handled over $[Amount] of payments daily in cash and credit cards payments for [Type] products.
  • Cross-trained in [Type] and [Type] roles in order to provide skilled backup for team members.
  • Monitored [Type] product availability in store, on shelves and in orders to accurately answer customer questions.

Call Center Agent, Inbound Sales

Pondora services llc
Remote , Remote
04.2022 - 02.2024
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.

Education

High School Diploma -

Killeen High School
Killeen, TX
07.2011

Skills

  • POS systems operation
  • Safe food handling
  • POS systems
  • Quality control
  • Food assembly
  • ID verification
  • Payment processing
  • Effective customer upselling
  • Customer seating
  • Returns and exchanges
  • Cash drawer balancing
  • Scanner operations
  • Customer assistance
  • Cash register operation
  • Credit and cash transactions
  • Liquor regulations and compliance
  • Cash management

Timeline

Call Center Agent, Inbound Sales

Pondora services llc
04.2022 - 02.2024

Cashier/Drive-Thru Cashier

Whataburger Restaurants L&c
05.2018 - 06.2021

Server/Hostess

Cracker Barrel
08.2016 - 06.2018

Server/Hostess

Logan's Roadhouse
05.2014 - 08.2016

Cashier/Drive-Thru Cashier

McDonald's Restaurant
02.2013 - 11.2014

Call Center Representative

Mississippi Gulf Coast CommunityCollege - Perkinston Campus
03.2012 - 11.2014

Gas Station Cashier/In-Room Dining Order Taker

Rudy's "Country Store" and Bar-B-Q
01.2011 - 02.2012

High School Diploma -

Killeen High School

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Shakia McDonald