Terrance A. Tillett
Gwynn Oak,MD
Summary
Dynamic Customer Service Leader with extensive experience at Royal Farms, excelling in employee training and inventory management. Proven track record in enhancing customer relations and ensuring sanitation compliance. Adept at workflow management, fostering team leadership, and achieving operational efficiency, consistently delivering high-quality service in fast-paced environments.
Overview
15
15
years of professional experience
Work History
Customer Service Leader
Royal Farms
Owings Mills, MD
11.2019 - Current
- Inspected food preparation areas to ensure proper sanitation standards were met at all times.
- Monitored employee performance to ensure compliance with company policies and procedures.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Assisted in training new employees on shift operations.
- Handled customer inquiries in a timely manner while providing accurate information regarding menu items and promotions.
- Maintained an organized work environment by delegating tasks to staff as needed.
- Reviewed time sheets for accuracy before submitting them for payroll processing.
- Monitored employee performance and provided feedback for improvement.
- Monitored inventory levels and ordered supplies as needed.
- Supervised the cleaning of dining areas, restrooms, kitchen equipment, and floors in order to maintain a safe and sanitary environment for customers and staff alike.
- Enforced safety guidelines among staff members in order to prevent accidents or injuries from occurring on the premises.
- Supervised and led employees to maintain productivity and customer service levels.
- Managed daily workflow and scheduled staff for adequate coverage.
- Checked orders for quality and completeness.
Warehouse Lead
Bambeco Inc
Baltimore, Maryland
08.2016 - 11.2019
- Monitored incoming shipments for quality assurance purposes and organized storage areas accordingly.
- Worked closely with purchasing department to ensure timely delivery of goods from vendors.
- Assisted with unloading trucks upon arrival of merchandise at the loading dock area.
- Created reports detailing shipment information such as quantity received or shipped out, product availability.
- Coordinated daily operations within the warehouse, including receiving, picking, packing, shipping, and returns processing.
- Performed cycle counts to verify physical stock against system-generated data.
- Analyzed existing workflows for efficiency improvements and identified cost savings measures.
- Managed day-to-day activities within the warehouse by assigning tasks among workers efficiently.
- Supervised a team of 10 warehouse associates, providing guidance and support to ensure efficient workflow.
- Ensured accuracy of inventory records and maintained accurate stock levels in the warehouse.
- Investigated discrepancies in inventory counts in order to resolve any discrepancies quickly.
- Organized regular cleaning schedules for all warehouse areas to maintain cleanliness standards.
- Resolved any customer service issues related to orders picked up from the warehouse.
- Staged and sorted products for loading.
- Palletized boxes to increase movement and shipment efficiency.
Grill Cook
BOB EVANS INC
Baltimore, Maryland
07.2013 - 08.2016
- Prepared a variety of foods including salads, sandwiches and entrees using established recipes.
- Made sure that all orders were filled in an accurate and timely manner.
- Performed closing duties such as organizing leftovers into containers for refrigeration or disposal, cleaning grills, and emptying grease traps.
- Grilled vegetables such as onions, peppers and mushrooms for burgers and sandwiches.
- Responded promptly and courteously to guest inquiries and complaints.
- Assisted in restocking kitchen supplies when necessary.
- Inspected equipment daily for cleanliness and functionality prior to use.
- Communicated effectively with customers regarding orders and special requests.
- Kept work area clean at all times by sweeping floors, wiping down counters, tables with sanitizer solution and washing dishes, utensils properly after each shift.
- Organized delivery services for catering events as requested.
- Operated cash register accurately and efficiently when needed.
- Ensured all food was cooked to the correct temperature as per health code regulations.
- Cleaned and organized grilling area, stocked supplies, and prepared food items to order.
- Monitored grill temperature to ensure proper cooking times.
- Utilized kitchen utensils and equipment to weigh, measure and mix ingredients according to recipes or personal judgment.
- Operated fryers and grills according to instructions to maintain safety and food quality.
- Stored foods in designated areas by following standard wrapping, dating and rotation procedures.
Shift Manager
MCDONALD’S INC
Baltimore, Maryland
05.2010 - 07.2013
- Monitored store operations to ensure compliance with company policies and procedures.
- Maintained cleanliness and organization of work area.
- Trained new employees on company policies, procedures, and job responsibilities.
- Prepared detailed incident reports following any incidents that occurred during shifts.
- Performed regular price checks to ensure accuracy in pricing throughout the store.
- Assisted in resolving escalated customer service issues in a timely manner.
- Responded quickly and effectively to emergency situations as they arose.
- Managed the scheduling of staff shifts to ensure adequate coverage at all times.
- Enforced safety standards throughout the store including proper use of equipment.
- Resolved conflicts between employees or customers in a professional manner.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Investigated customer complaints regarding merchandise quality or availability promptly.
- Processed weekly payroll information using appropriate software applications.
- Inspected work areas regularly for cleanliness and organization standards.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Helped employees accomplish tasks during peak periods.
Education
Diploma -
Northwestern High School
Baltimore, MarylandCertificate, Serve Safe References furnished upon request -
Skills
- Employee training
- Customer service
- Inventory management
- Cash handling
- Sanitation compliance
- Workflow management
- Team leadership
- Quality assurance
- Team management
- Customer relations
Timeline
Customer Service Leader
Royal Farms
11.2019 - Current
Warehouse Lead
Bambeco Inc
08.2016 - 11.2019
Grill Cook
BOB EVANS INC
07.2013 - 08.2016
Shift Manager
MCDONALD’S INC
05.2010 - 07.2013
Diploma -
Northwestern High School
Certificate, Serve Safe References furnished upon request -
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