Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Ma Lourdes Cortez

Etobicoke

Summary

Dynamic professional with a proven track record in enhancing customer service and team efficiency at Tim Hortons. Excelled in food preparation and safe handling, while demonstrating exceptional multitasking and organizational skills. Mentored staff to improve performance by 30%, leveraging strong leadership and MS Office proficiency to streamline operations.

Effective Crew Member focused on delivering exceptional cleaning and maintenance services to customers. Dedicated, focused and knowledgeable regarding environmentally friendly cleaning products.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Crew Member

Tim Hortons
05.2023 - Current
  • Greeted customers entering store and responded promptly to customer needs.
  • Addressed customer needs and made product recommendations to increase sales.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Responded promptly to requests for assistance, spills and customer inquiries.

Supervisor

Tim Hortons
08.2019 - 05.2022
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
  • Inspected dishes and utensils for cleanliness.

Administrative Assistant

Bay Bloor Optometry
08.2018 - 08.2019
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Established administrative work procedures to track staff's daily tasks.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Baker/Cashier Team Lead

Tim Hortons
08.2015 - 08.2018
  • Managed customer service operations, including taking orders and resolving complaints.
  • Cleaned and maintained kitchen equipment and oven.
  • Processed customer orders and payment transactions.
  • Followed food safety standards when handling ingredients.

Education

Diploma - Food Service Worker

CIMT
Toronto, ON
02-2025

Bachelor of Science - Hotel And Restaurant Management

University of The East
Manila, Philippines
04-2013

Skills

  • Food preparation
  • Customer service
  • Safe food handling
  • Sanitation protocols
  • Multitasking and organization
  • Workplace efficiency
  • MS office

Languages

English
Professional Working
Tagalog
Native or Bilingual

Certification

Food Handler Certificate

Timeline

Crew Member

Tim Hortons
05.2023 - Current

Supervisor

Tim Hortons
08.2019 - 05.2022

Administrative Assistant

Bay Bloor Optometry
08.2018 - 08.2019

Baker/Cashier Team Lead

Tim Hortons
08.2015 - 08.2018

Diploma - Food Service Worker

CIMT

Bachelor of Science - Hotel And Restaurant Management

University of The East

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Ma Lourdes Cortez