Aylet Downer-Pedro
Scarborough,ON
Summary
Customer-focused, results-oriented supervisor with 8+ years’ leadership experience and strengths in clean relations management, business operations, inventory, team leadership and supervision. Committed to team building, proven ability to lead and motivate staff to perform at top efficiency level. Adept communicator with strong interpersonal skills with a reputation as a supervisor able to keep employees both productive and satisfied with their jobs. Perform confidently and effectively under pressure, and thrives on challenge; solutions-oriented. Strong analytical, planning and excellent human relation skills to provide quality customer service and effectively address clients concerns. Astute in identifying improvement areas with the vision to develop and implement successfully action plans. Efficient, well organized, detailed-oriented, and skilled at time management.
Overview
30
30
years of professional experience
Work History
Team Leader
McDonald Restaurant Canada Corporate
01.1996 - 12.1996
- Assisted the manager in day to day management of the restaurants including covering breaks, and cash management
- Assigned staff on a daily basis in an equitable manner, deploying them in line with operational requirements
- Ensured that workstations and workflow are functioning in a safe and organized manner
- Promoted prompt and friendly treatment of customers in all aspects of service
- Investigated and handled customer complaints and accidents tactfully
BDC Administrator
Brimell Toyota
05.2021 - Current
- Enhanced interdepartmental collaboration by regularly updating team members on client feedback and concerns.
- Optimized workflow processes by identifying areas of improvement within the BDC department operations.
- Processed appointment requests following strategic process.
- Reduced response time with effective prioritization and management of high call volume.
- Streamlined appointment scheduling for increased productivity and enhanced customer experience.
- Strengthened customer retention through timely follow-ups and proactive resolution of issues.
- Immersed in industry trends keeping abreast of best practices to enhance BDC administrator role effectiveness continuously.
- Improved customer satisfaction by efficiently handling inbound calls and promptly addressing inquiries.
- Answered phones to communicate with customers, understand service needs or resolve issues.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Operations Manager
Mr Jerk
10.2010 - 06.2020
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed and maintained relationships with external vendors and suppliers.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Assistant Manager
Fairweather
01.2007 - 01.2009
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Increased sales through effective merchandising strategies and targeted promotions.
Assistant Manager
McDonald’s Restaurant Canada - Corporate
01.1999 - 01.2007
- Promoted based on significant contributions, collaborate with the Manager in overseeing the daily operations of a Corporate McDonald’s restaurant
- Total management responsibility covers hiring/training staffing, quality of product and service, budget administration, facility management and statistical analysis of business operations
- Supervise 8 Swing Managers and 87 crew; provide coaching, training and assistance in executing daily tasks
- Assist the Manager in executing restaurant annual business plan, ensuring staff aware of expectations
- Prepare daily, weekly and monthly statistical reports on inventory, labour percentage and P & L reports to track the progress of corporate profit objectives
- Hire and train employees, assign and schedule duties; supervise, motivate and develop each individual to maintain an exceptional level of customer satisfaction and increased profitability
- Monitor controllable costs including product line variance, waste control, labour, cash variance, customer service, food safety and quality, and cleanliness/sanitation of facilities
- Manage all $19,000 weekly inventory including tracking and supplies procurement
- Efficiently handling customer complaints, find best solutions to problems, and creating friendly atmosphere and long-term customer relations
- Monitor budget and control cost related to foods, linen and operating expenses
- Proficiently manage high volume cash including updating systems, balancing and banking
- Prepare and conduct staff and management team performance reviews
Swing Manager
McDonald Restaurant Canada Corporate
01.1997 - 01.1999
- Promoted to Supervisor, delegated tasks and monitored activities of 80 staff members
- Partnered with management team in initiatives promoting exceptional guest service, meeting business demands and all food, labour and expense standards
- Scheduled staff to ensure efficient labour to meet restaurant operations requirements
- Monitored all floor activities to ensure quality serviced delivery and facilities sanitation
- Evaluated and tested each product prior to provision to customer to ensure quality
- Supervised, delegated task to and monitored activities of 80 staff members
Crew Trainer
McDonald Restaurant Canada Corporate
01.1995 - 01.1996
- Facilitated training sessions on restaurant operations including work stations, quality assurance in service and products
- Provided the best customer service and experience for customers as they came to restaurant
- Trained new additions to crew and was responsible for setting up promotional displays
- Delivered and facilitated training sessions on restaurant operations including work stations, quality assurance in service and products
- Trained and mentored 60 new personnel hired to fulfill various roles.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 70%.
Crew Member
McDonald Restaurant Canada Corporate
01.1995 - 01.1996
- Served clients promptly and courteously, and assisted in stocking and inventory control
- Provided the best customer service and experience for customers entering the restaurant
- Operated electronic cash register, and balance/close-out till
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Assisted other team members to achieve goals.
- Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.
- Helped maintain a clean and welcoming dining area for customers, boosting overall satisfaction during their visit.
Education
Diploma - Medical Office Administrator
Everest Collage
Scarborough01.2009
Grade 13 - OAC
McDonald Collegiate
Scarborough01.1996
Skills
- Client Relationship Management
- Staff Supervision & Development
- P & L Reporting / Management
- Problem Analysis & Resolution
- Client Needs Analysis
- Service Delivery
- Budgeting & Planning
- Inventory Management
- Accounting
Professional Development
- Shift Management Program
- Effective Management
- Customer Service
- Effective Supervision
- Training People for Advancement
Languages
English
Timeline
BDC Administrator
Brimell Toyota
05.2021 - Current
Operations Manager
Mr Jerk
10.2010 - 06.2020
Assistant Manager
Fairweather
01.2007 - 01.2009
Assistant Manager
McDonald’s Restaurant Canada - Corporate
01.1999 - 01.2007
Swing Manager
McDonald Restaurant Canada Corporate
01.1997 - 01.1999
Team Leader
McDonald Restaurant Canada Corporate
01.1996 - 12.1996
Crew Trainer
McDonald Restaurant Canada Corporate
01.1995 - 01.1996
Crew Member
McDonald Restaurant Canada Corporate
01.1995 - 01.1996
Diploma - Medical Office Administrator
Everest Collage
Grade 13 - OAC
McDonald Collegiate
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