Summary
Overview
Work History
Education
Skills
Timeline
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Sophia Diekema

Blue Grass

Summary

Director of Operations with over three years of experience working at Chick-fil-A. Certified Chick-fil-A trainer with over a year of experience traveling the country to assist upcoming stores and train new team members. Full knowledge of the company's operational systems and have demonstrated the ability to engage and motivate a new team.

Overview

3
3
years of professional experience

Work History

Director of Operations

Chick-fil-A Northpark Mall
05.2022 - Current
  • Oversaw day-to-day operations in accordance with business objectives.
  • Established and monitored quality assurance standards to achieve operational excellence.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Trained and guided team members using Trello and Pathway to maintain high productivity and performance metrics.
  • Managed inventory and truck ordering systems.
  • Achieve compliance through company standards by implementing and training on SAFE daily and eRQA procedures.
  • Assisted in food quality visits with Deloitte and food safety visits with Ecosure.
  • Completed scheduling for all staff and monitored labor cost daily to ensure goals were met.
  • Helped elevate guest experience by responding to CARES comments in a timely manner.
  • Reduced financial inconsistencies while assessing and verifying store invoices and expense reports.
  • Assisted Interim Manager in completing End of Month.

Grand Opening Trainer

Chick-Fil-A Restaurants
03.2021 - Current
  • Communicated Chick-fil-A brand standards and procedures in communities across growing markets.
  • Applied the "3 Step Training Method" and customized training to meet the needs of each team member.
  • Lead BOH trainer for a high volume opening in McComb, Mississippi. FOH trainer for a high volume mall opening in Honolulu, Hawaii.
  • Helped convey the passion and excitement for Chick-fil-A by conveying the importance of effective training and caring for guests.

Shift Leader

Chick-fil-A Northpark Mall
08.2021 - 05.2022
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Completed cash and credit card transactions accurately using POS software.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
  • Enforced company policies and regulations with employees.
  • Resolved conflicts between employees to maintain positive and productive work environments.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Team Member

Chick-fil-A Northpark Mall
07.2020 - 08.2021
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Contributed to team success by completing jobs quickly and accurately.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Developed strong cooperative relationships with coworkers and managers.
  • Addressed and resolved customer complaints in polite and professional manner.
  • Assisted with inventory counts and stocking of merchandise.

Education

Associate of Arts - Business Management

Scott Community College
Bettendorf, IA
12.2023

High School Diploma -

Davenport West High School
Davenport
01.2022

Skills

  • Inventory Management
  • Operational Leadership
  • Leadership Training
  • Operations Oversight
  • Quality Assurance
  • Hiring and Onboarding
  • Financial Management

Timeline

Director of Operations

Chick-fil-A Northpark Mall
05.2022 - Current

Shift Leader

Chick-fil-A Northpark Mall
08.2021 - 05.2022

Grand Opening Trainer

Chick-Fil-A Restaurants
03.2021 - Current

Team Member

Chick-fil-A Northpark Mall
07.2020 - 08.2021

Associate of Arts - Business Management

Scott Community College

High School Diploma -

Davenport West High School

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Sophia Diekema