Sasha Webster
Rush
Summary
Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Department Manager
Amarillo Corp/McDonalds
Grayson
08.2016 - Current
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
- Followed safety protocols and company processes and procedures.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Performed opening and closing duties as part of management team and handled cash management.
- Exercised discretion and judgment in managing fast-paced environment adapting to change with sense of urgency.
- Cultivated talented team of departmental employees through outstanding mentoring, coaching and teaching skills.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer and employee inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Assisted with kitchen preparation during peak times as needed.
- Performed regular maintenance checks on equipment to ensure proper functioning.
- Inspected dining room area regularly for cleanliness and adherence to safety standards.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Optimized profits by controlling food, beverage and labor costs.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
- Complied with health, and sanitation regulations by clearly communicating and reinforcing standards and procedures to employees.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Coached staff on strategies to enhance performance and improve customer relations.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Explained goals and expectations required of trainees.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Distributed food to service staff for prompt delivery to customers.
Customer Service Representative
GC Services
Huntington
01.2015 - 07.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Referred unresolved customer grievances to designated departments for further investigation.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Fast Food Manager
Cllk/Mcdonalds
Rainelle
02.2010 - 12.2014
- Managed team of 10-15 employees in fast-paced environment.
- Adhered to company policies and procedures while enforcing them among all employees.
- Ensured compliance with all local health regulations related to food safety.
- Responsible for interviewing, hiring and training new employees.
- Scheduled shifts for staff members based on weekly forecasts.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed inventory levels and ordered supplies to ensure availability.
- Coordinated staff schedules to maintain optimal coverage during peak hours.
- Resolved customer complaints efficiently to maintain satisfaction levels.
- Trained new employees on food preparation, cash handling, and customer service techniques.
- Regularly inspected restaurant premises to ensure cleanliness standards were met.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Optimized profits by controlling food, beverage and labor costs.
- Explained goals and expectations required of trainees.
Education
High School Diploma -
Summers County High School
Hinton, WV05-2009
Skills
- Customer Service
- QC
- Team Supervision
- Customer Engagement
- Training and mentoring
- Department leadership
Certification
- ServSafe food safety certified
Timeline
Department Manager
Amarillo Corp/McDonalds
08.2016 - Current
Customer Service Representative
GC Services
01.2015 - 07.2016
Fast Food Manager
Cllk/Mcdonalds
02.2010 - 12.2014
High School Diploma -
Summers County High School