Caitlyn Mills
Manchester
Summary
Dynamic leader with a proven track record at Arby’s, enhancing team performance and customer satisfaction. Expert in relationship building and critical thinking, I've successfully managed high-stress situations and fostered significant professional growth among staff. Skilled in customer service and call center operations, my approach boosts efficiency and fosters positive customer experiences.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Senture
11.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
District Manager
Arby’s
02.2020 - 11.2022
- Supervised various locations, enforcing high-quality standards of operation.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Boosted employee morale by creating a positive work environment that encouraged teamwork, collaboration, and professional growth opportunities.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
Certified Training Store Manager
Arby’s
02.2019 - 02.2020
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Implemented individual development plans to boost team member career growth.
- Reduced staff turnover by fostering a positive work environment that encouraged professional development opportunities.
- Conducted regular performance evaluations, providing constructive feedback for employee growth and improvement.
Store Manager
Arby’s
06.2017 - 02.2019
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
Assistant Store Manager
Arby’s
08.2013 - 06.2017
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
Cashier
Arby’s
05.2012 - 08.2013
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
Bachelor Of General Studies -
Eastern Kentucky University
Richmond, KY05.2019
Skills
- Customer service
- Active listening
- Critical thinking
- Problem resolution
- Relationship building
- Call center experience
Timeline
Customer Service Representative
Senture
11.2022 - Current
District Manager
Arby’s
02.2020 - 11.2022
Certified Training Store Manager
Arby’s
02.2019 - 02.2020
Store Manager
Arby’s
06.2017 - 02.2019
Assistant Store Manager
Arby’s
08.2013 - 06.2017
Cashier
Arby’s
05.2012 - 08.2013
Bachelor Of General Studies -
Eastern Kentucky University
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