Shanna Branker
Riverdale,GA
Summary
A seasoned leader in the hospitality sector, adept at fostering teamwork and enhancing customer satisfaction, notably at Popeyes. Excelled in streamlining kitchen operations and implementing sanitation standards, achieving a significant reduction in waste. Skilled in conflict resolution and maintaining high safety compliance, my approach has consistently improved service quality and operational efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
BOH Manager
Paradise Lagardere
Atlanta-Airport
04.2024 - 10.2025
- Collaborated with front-of-house staff to ensure seamless communication and timely service delivery.
- Streamlined communication channels between FOH and BOH teams to improve overall restaurant efficiency.
- Managed food preparation processes, ensuring consistently high-quality dishes for guests.
- Monitored equipment maintenance schedules to prevent downtime due to malfunctions or repairs.
- Improved team efficiency by implementing streamlined BOH processes and procedures.
- Implemented sanitation protocols to maintain a clean and safe working environment, passing all health inspections with ease.
- Developed effective strategies for reducing wait times during peak hours, resulting in improved customer satisfaction.
- Trained new staff members on proper kitchen techniques, leading to increased productivity and workplace safety.
- Oversaw food preparation and monitored safety protocols.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Implemented effective inventory control systems to reduce food spoilage and waste.
Crew Member
Popeyes Chicken
Riverdale, GA
01.2024 - 02.2025
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Promoted a positive work environment through effective communication and teamwork among staff members.
- Assisted other team members to achieve goals.
- Helped maintain a clean and welcoming dining area for customers, boosting overall satisfaction during their visit.
- Trained new team members on procedures, customer service, and sales techniques.
- Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.
- Collaborated with fellow crew members for seamless shift transitions, ensuring smooth operations throughout the day.
- Operated cash register to ring up final bill and process various forms of payment.
- Stocked shelves to organize aisles in assigned department.
- Contributed to increased sales by upselling menu items and promoting special offers.
Caregiver
N/A
Riverdale, Ga
12.2021 - 01.2024
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Assisted patients with self-administered medications.
- Provided safe mobility support to help patients move around personal and public spaces.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
Assistant Manager
Mack II- Popeyes
Atlanta-Airport
09.2017 - 12.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Oversaw daily operations to maintain store cleanliness and organization.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Shift Manager
755-Popeyes
Riverdale, Ga
11.2004 - 05.2021
- 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.
- Promoted a positive work environment through open communication and constructive feedback.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- 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.
- Tracked receipts, employee hours, and inventory movements.
- Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
- Ensured smooth operation of shifts by effectively managing staff schedules, leading to enhanced team productivity.
Assistant General Manager
GPS-Popeyes
Union City, Ga
07.2016 - 09.2017
- Oversaw inventory management processes to maintain proper stock levels and minimize spoilage or waste.
- Resolved problems promptly to elevate customer approval.
- Managed financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
- Increased customer satisfaction by addressing and resolving concerns in a timely manner.
- Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Managed team schedule with eye for coverage needs and individual strengths.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Mentored and motivated team members to achieve challenging business goals.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Developed and executed strategies to improve guest experience, resulting in positive customer reviews and increased repeat business.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Analyzed sales data to identify trends and opportunities for menu expansion or modification based on customer preferences.
- Maintained detailed records of all transactions, ensuring accuracy in accounting reports required for tax purposes or audits.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Enhanced communication among team members through regular meetings, promoting an open dialogue about challenges and opportunities for improvement.
- Monitored facility maintenance needs, coordinating repairs and upgrades as necessary to keep operations running smoothly.
- Implemented customer feedback system, leading to improved service offerings.
- Trained new staff members, equipping them with skills needed for success in their roles.
- Oversaw daily operations, ensuring all tasks were completed efficiently and to high standard.
- Managed scheduling and payroll, optimizing labor costs while maintaining staff satisfaction.
- Resolved customer complaints with professionalism, restoring trust and loyalty.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
General Manager
GPS-Popeyes
Roswell, Ga
05.2011 - 08.2017
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Crew Member
Popeyes Chicken
Lake City, Ga
01.2002 - 11.2004
Education
N/A - N/A
Morrow High School
Morrow, GA05.2005
Skills
- Performance evaluation and feedback
- Professionalism and work ethic
- Communication and interpersonal skills
- Sanitation and cleanliness
- Team building and leadership
- Continuous improvement initiatives
- Staff training and development
- Conflict resolution and mediation
- Health and safety regulations
- Food safety compliance
- Time management and prioritization
- Quality assurance and control
- Problem solving and decision making
- Kitchen operations management
- Employee engagement and retention
- Multitasking and task delegation
- Waste reduction and recycling
- Sanitation standards
- Staff training
- Quality assurance
- Waste reduction
- Health inspections
- Cost control
- Presentation monitoring
- Sanitation management
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Reliable and responsible
- Problem-solving abilities
- Multitasking
- Collaboration and teamwork
- Multitasking Abilities
- Critical thinking
- Customer satisfaction
- Team leadership
- Food preparation
- Safe food handling
- Decision-making
- Adaptability and flexibility
Certification
•Serve Safe Certification: June 27, 2024
Timeline
BOH Manager
Paradise Lagardere
04.2024 - 10.2025
Crew Member
Popeyes Chicken
01.2024 - 02.2025
Caregiver
N/A
12.2021 - 01.2024
Assistant Manager
Mack II- Popeyes
09.2017 - 12.2021
Assistant General Manager
GPS-Popeyes
07.2016 - 09.2017
General Manager
GPS-Popeyes
05.2011 - 08.2017
Shift Manager
755-Popeyes
11.2004 - 05.2021
Crew Member
Popeyes Chicken
01.2002 - 11.2004
N/A - N/A
Morrow High School