Summary
Overview
Work History
Education
Skills
Timeline
Certification
Barista

Sheana Brooks

Department Manager
Maquoketa,IA

Summary

Proactive Department Manager with excellent time management skills and ability to multi-task while working within deadlines and time constraints. Offering 4 years of hands-on experience in retail operations. Proficient in budgeting, inventory management and merchandising. Disciplined professional committed to driving sales goals and ensuring smooth functioning of people department. Business-driven individual with more than 2 years working as Department Manager for McDonald's organizations. Determined and experienced in creating effective strategies and coaching employees. Proficient people manager delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. Well-trained in communication, leadership and management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

2
2
Certificates
8
8
years of professional experience

Work History

Department Manager

McDonald's Restaurant
Maquoketa, IA
10.2017 - Current
  • Increased efficiency and team productivity by promoting operational best practices.
  • Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
  • Reconciled daily sales transactions to balance and log day-to-day revenue with Microsoft.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Developed empowering employee culture focused on equipping employees to independently meet customer needs.
  • Communicated with managers of other departments to maintain transparency.
  • Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
  • Ordered inventory and reported discrepancies to control costs and maintain inventory levels.
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Continuously encouraged all employees within people department to present positive, exemplary image to customers through coaching and side by side training.
  • Rotated merchandise and displays to feature new products and promotions.

Customer Service Representative

APAC Customer Services
Davenport, IA
05.2012 - 08.2016
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 5% decrease in cancellations.
  • Responded to customer requests for products, services and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with up to 400 calls in queue per minute.
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Regularly exceeded daily sales and product add-on quotas.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Referred complex issues relating to online order system or technology to help desk for further evaluation.
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Answered up to 100 incoming calls in busy, fast-paced global call center.

Education

GED -

Black Hawk College
Moline, IL

Skills

Recruiting and Hiring

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Timeline

[Serv Safe] License - [08/2024]

01-2019

Licensed [Food safety] - [08/2024]

01-2019

Department Manager

McDonald's Restaurant
10.2017 - Current

Customer Service Representative

APAC Customer Services
05.2012 - 08.2016

GED -

Black Hawk College

Certification

[Serv Safe] License - [08/2024]

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Sheana BrooksDepartment Manager