Terryann English
Miami Gardens,FL
Summary
Driven Director with experience planning and coordinating all aspects of productions. Proficient in selecting scripts, coordinating writing and supporting directing and editing. Multifaceted leader with talent orchestrating coordination of all records, plans and personnel to accomplish fast-paced work. Methodical Director with 10 years of comprehensive experience overseeing daily operations of corporate company or organization. Hardworking and versatile professional well-versed in executing business strategies, preparing and implementing business plans and overseeing financial performance. Thorough knowledge of market changes and trends paired with strong grasp of corporate finance and performance measures. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations.
Overview
2026
2026
years of professional experience
Work History
Director
Chic-Fil-A
09.2017 - Current
- Recruited, trained, supervised, evaluated and mentored staff members.
- Cultivated and maintained relationships to promote positive work culture.
- Managed staff, financials and key performance indicators to facilitate business operations.
- Recruited, hired, and trained employees on operations and performance expectations.
- Guided and motivated staff to drive maximum performance.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
- Facilitated collaboration between teams by encouraging open communication channels.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Identified opportunities for improvement in operational performance metrics.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Managed budgeting and financial planning processes for the organization.
- Coordinated activities with other departments to expedite work and improve interdepartmental performance.
- Generated reports to review data and issue corrective actions for improvements.
- Reviewed internal reports and identified areas of risk or potential cost savings.
- Assessed employee performance against established benchmarks or targets.
- Prepared presentations for board meetings summarizing key developments within the company.
- Recommended corrective actions to conform to quality specifications.
- Implemented systems for tracking progress on key initiatives or projects.
- Built strong referral network to generate new business opportunities.
- Implemented and prepared comprehensive business plans to expand business.
- Developed and implemented strategic sales plan to accommodate corporate goals.
- I took the company to employee of success.
- I put the food safety from a 8 to a 2
Customer Service Representative
Customer Contact Services Remote
2024 - 2025
- Resolved customer inquiries through effective communication and problem-solving skills.
- Managed high volume of incoming calls while maintaining quality service standards.
- Collaborated with team members to enhance customer satisfaction and streamline processes.
- Trained new employees on customer service protocols and best practices.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Developed and implemented strategies for improving response times to customer issues.
- Analyzed feedback data to identify trends and recommend service improvements.
- Led initiatives aimed at increasing first-contact resolution rates among team members.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Training Manager
Chic-Fil-A
03.2014 - 09.2017
- Organized and coordinated training sessions for new employees.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Roleplayed various scenarios with teams to build confidence in handling situations.
- Monitored progress of trainees through feedback from managers and supervisors.
- Identified areas of improvement in existing training methods and procedures.
- Facilitated workshops for groups or individuals on topics related to professional development.
- Analyzed training needs to develop new programs or modify and improve existing.
- Produced reports and maintained training documents to support training activities.
- I help gave the company symbol of success
Manager
McDonald's Restaurant
02.2009 - 09.2010
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Provided leadership during times of organizational change or crisis situations.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Established processes to ensure efficient workflow throughout the organization.
- Created monthly reports for senior management summarizing operational performance metrics.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
Customer Service Representative
Teleperformance USA
01.2006 - 06.2008
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Consulted with customers to resolve service and billing issues.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Clerical Officer
Metlife
05.2005 - 06.2007
- Handled confidential information in a discreet manner.
- Provided general clerical support such as photocopying, faxing, scanning.
- Provided administrative support to supervisors or management personnel as requested.
- Processed incoming and outgoing mail, including sorting, distributing, and preparing for mailing.
- Proofread documents prior to distribution ensuring accuracy of content.
- Performed data entry functions using computers and various software programs.
- Scheduled meetings and appointments for staff members.
- Answered telephones, took messages, transferred calls to appropriate personnel.
- Directed clients and guests to correct departments, rooms, and staff members.
- Prepared documents such as invoices, reports, memos, letters, and other correspondence.
- Compiled information from various sources into required formats for use in reports or other documents.
- Organized physical files and electronic databases related to client accounts.
Education
Associate of Arts - Education
Essex County College
Newark, NJHigh School Diploma - undefined
Lakewood High School
Lakewood, NJSkills
- Business Planning
- Staff Management
- Operations Management
- Business Development
Activities and Honors
hanging with my son and my husband
Timeline
Director
Chic-Fil-A
09.2017 - Current
Training Manager
Chic-Fil-A
03.2014 - 09.2017
Manager
McDonald's Restaurant
02.2009 - 09.2010
Customer Service Representative
Teleperformance USA
01.2006 - 06.2008
Clerical Officer
Metlife
05.2005 - 06.2007
Associate of Arts - Education
Essex County College
High School Diploma - undefined
Lakewood High School
Customer Service Representative
Customer Contact Services Remote
2024 - 2025