Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Yesenia Merla

Childress,TX

Summary

Proven leader with extensive experience in customer service management and team leadership, notably at McDonald's. Excelled in enhancing customer satisfaction and reducing employee turnover through effective communication and problem-solving skills. Demonstrated excellence in health and safety compliance, contributing to sustained revenue growth.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Opening Shift Manager

McDonald's
04.2019 - 07.2023
  • Opened doors on time, greeted patrons and offered assistance with locating needed items.
  • Stocked, monitored, and maintained inventory of diverse products.
  • Delegated daily tasks and oversaw 13 employees.
  • Prepared product for daily deliveries on time and in alignment with specifications.
  • Trained employees on Product or Service, ensuring compliance with top quality standards.
  • Reduced employee turnover by fostering a positive work environment and addressing staff concerns promptly.
  • Fielded customer complaints and comments.
  • Led by example in terms of punctuality, professionalism, and commitment to quality service throughout each opening shift.
  • Developed strong relationships with customers, promoting brand loyalty and repeat business.
  • Managed food safety practices, ensuring compliance with company standards and local regulations at all times during opening shifts.
  • Collaborated with other managers to develop strategies for overall store success, contributing to sustained growth in revenue.
  • Improved customer satisfaction by consistently providing friendly and efficient service during opening shifts.
  • Served as a reliable point of contact for staff and customers alike, addressing any questions or concerns in a timely manner.
  • Maintained cleanliness and organization of the store, contributing to a welcoming atmosphere for customers.
  • Managed inventory effectively to minimize waste and ensure adequate supplies were available for daily operations.
  • Oversaw cash handling procedures, ensuring accuracy and security throughout opening shifts.

Front Desk Receptionist

Wingate by Wyndham Hotel
05.2018 - 07.2019
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.

Shift Manager

Sonics Drive In
06.2016 - 08.2017
  • 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.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.

Education

GED - None

Windham School District
Gatesville, TX
11.2011

Skills

  • Customer Service
  • Customer service focus
  • Decision-making capabilities
  • Health and safety compliance
  • Store Organization
  • Employee Motivation
  • Task Delegation
  • Register management
  • Teamwork and Collaboration
  • Problem-Solving
  • Duty assignments
  • Time Management
  • Attention to Detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities

Certification

Servsafe Food Protection Manager Certification

February 2023-February 2028


Texas Alcoholic Beverage Commission Certification

April 2024 - April 2026


Microsoft office specialist

Proficient in WORD, ACCESS , EXCEL, POWERPOINT

Timeline

Opening Shift Manager

McDonald's
04.2019 - 07.2023

Front Desk Receptionist

Wingate by Wyndham Hotel
05.2018 - 07.2019

Shift Manager

Sonics Drive In
06.2016 - 08.2017

GED - None

Windham School District

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Yesenia Merla