Terry Mercier
Marlboro
Summary
Dynamic Shift Manager at Wendy's with a proven track record in enhancing operational efficiency and customer satisfaction. Skilled in employee training and inventory control, I foster a motivated team environment while resolving customer complaints effectively. Achieved significant improvements in service delivery and compliance with safety standards, driving sales growth and loyalty.
Experienced with team supervision, conflict resolution, and operational oversight. Utilizes leadership and problem-solving skills to maintain smooth operations. Track record of fostering teamwork and enhancing productivity.
Overview
8
8
years of professional experience
Work History
Shift Manager
Wendys
Brattleboro, VT
10.2017 - Current
- Supervised daily operations, ensuring adherence to company standards and policies.
- Trained and mentored team members on service excellence and operational procedures.
- Implemented process improvements, enhancing efficiency in food preparation and service delivery.
- Managed inventory control, minimizing waste while maintaining supply levels for peak hours.
- Resolved customer complaints effectively, fostering a positive dining experience and loyalty.
- Coordinated staff schedules to optimize labor costs while meeting business demands.
- Conducted regular performance evaluations, providing constructive feedback to enhance team productivity.
- Led safety training sessions, promoting a culture of compliance and hazard awareness among staff.
- 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.
- Kept employees operating productively and working on task to meet business and customer needs.
- 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.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Cooperated with coworkers to improve customer experience and manage storefront.
- Exercised composure under pressure and in escalated customer service scenarios.
- Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
- Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
- Maintained compliance with health and safety regulations, ensuring safe working environment for all employees.
- Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
- Monitored and analyzed sales data to identify trends and adjust strategies accordingly, staying ahead of market demands.
- Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
Education
High School Diploma -
Holyoke High School
Holyoke, MA06-1974
Skills
- Cash handling
- Decision-making
- Customer service focus
- Employee training
- Workplace safety
- Staff motivation
- Opening and closing procedures
- Punctual and reliable
Timeline
Shift Manager
Wendys
10.2017 - Current
High School Diploma -
Holyoke High School