Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Marco Pena

Santa Ana

Summary

Dynamic and results-driven professional with a strong background in customer service and team leadership at Burger King. Proven ability to enhance customer satisfaction through effective complaint resolution and cash handling. Skilled in POS system operation and staff training, fostering a collaborative work environment that drives success.

Overview

16
16
years of professional experience

Work History

Shift Leader

Burger King
08.2024 - Current
  • Trained new employees and delegated daily tasks and responsibilities.
  • Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
  • Completed cash and credit card transactions accurately using POS software.
  • Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
  • Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

Driver

Zippity Llc
08.2023 - 07.2024
  • Followed all relevant traffic laws and safety regulations.
  • Utilized GPS and other navigation tools to plan routes and stay on schedule.
  • Achieved safe driving records by consistently following traffic rules and regulations.
  • Delivered goods and products to customer on time and in excellent condition.
  • Maintained professional and friendly demeanor during deliveries to uphold company reputation.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.

Chromer

Chrome Industries
06.2021 - 07.2023
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.

Hard Laborer

Artisan Outdoor
04.2017 - 06.2021
  • Minimized delays due to inclement weather conditions by proactively preparing worksites for adverse situations such as rainstorms or extreme temperatures.
  • Increased productivity by accurately interpreting blueprints, schematics, or instructions from supervisors before starting tasks.
  • Supported supervisors in meeting deadlines, providing valuable input on scheduling adjustments or resource allocation needs when necessary.
  • Achieved project efficiency by ensuring proper use of tools and equipment during hard labor tasks.
  • Enhanced workplace safety with adherence to established guidelines and procedures for heavy lifting and material handling.
  • Completed projects on schedule through diligent work ethic and effective time management skills.
  • Maximized tool lifespan through regular maintenance checks, cleaning procedures, and proper storage practices after each use.
  • Ensured consistent progress on projects by monitoring inventory levels and promptly addressing any shortages or discrepancies that arose.
  • Promoted a positive work environment through active collaboration, open communication, and mutual respect among colleagues.
  • Demonstrated strong problem-solving abilities while troubleshooting issues that arose during construction processes or equipment usage.
  • Contributed to team success by actively participating in group discussions and offering constructive feedback for improvements.

Cashier/shift Lead

Mc Donalds
05.2013 - 06.2017
  • 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.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Contributed to store success by maintaining high standards of cleanliness throughout the facility.
  • Addressed customer needs and made product recommendations to increase sales.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Provided backup support for other departments when needed, showcasing versatility within the retail environment.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.

Cashier

Carl's Jr
06.2009 - 06.2013
  • Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
  • Promoted store promotions and incentive programs to increase overall sales revenue.
  • Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
  • Developed rapport and fostered brand loyalty by offering personalized service.
  • Enhanced shopping experience, provided product information and location assistance.
  • Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
  • Supported marketing initiatives by setting up and maintaining promotional displays.
  • Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
  • Facilitated smoother checkout process, trained new employees on POS systems.
  • Implemented loss prevention strategies, reducing instances of theft at checkout.
  • Strengthened team morale and cooperation by assisting coworkers during peak hours.
  • Improved efficiency, organized checkout area for optimal workflow.
  • Facilitated positive shopping experience, greeted customers warmly upon entry.
  • Enhanced customer loyalty by participating in rewards program enrollment.
  • Increased sales of promotional items by informing customers about current offers.
  • Contributed to significant decrease in queue times by streamlining checkout process.
  • Managed cash drawer accurately, ensuring all transactions balanced at end of day.
  • Fostered positive customer relations by resolving complaints and inquiries promptly.
  • Assisted in inventory management, contributing to reduction in stock discrepancies.
  • Reduced processing errors by meticulously following transaction procedures.
  • Improved store atmosphere with thorough and prompt cleaning of checkout area.
  • Boosted team efficiency, shared best practices in cash handling and customer interaction.
  • Ensured accuracy in financial transactions, reconciled cash with receipts daily.
  • Enhanced customer service experience by efficiently processing purchases and returns.
  • Performed cash, card, and check transactions to complete customer purchases.
  • Operated cash register to record transactions accurately and efficiently.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Used POS system to enter orders, process payments and issue receipts.
  • Learned duties for various positions and provided backup at key times.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Responded promptly to requests for assistance, spills and customer inquiries.

Education

Mechanical Engineering

Santa Ana College
Santa Ana, CA

High School Diploma -

Santa Ana High School
Santa Ana, CA
06.2003

Skills

  • Positive attitude
  • Cash handling
  • Team leadership
  • Problem-solving
  • Customer service focus
  • Flexible schedule
  • Team motivation
  • Strong verbal and written communication
  • Training assistance
  • Creative problem solving
  • Customer service management
  • Team collaboration and leadership
  • Team supervision
  • Conflict resolution
  • Staff education and training
  • Staff supervision
  • Staff training and development
  • Goal setting and tracking
  • Motivational leadership
  • POS system operation
  • Safety processes and procedures
  • Inventory counts
  • Assigning work
  • Complaint resolution
  • Sales and upselling
  • Shift paperwork completion
  • Issue resolution
  • Role modeling
  • Daily workflows
  • Staff development
  • Policy enforcement
  • Client service
  • Professional appearance
  • Shift scheduling
  • Client support
  • Quality control assurance
  • Sales reporting
  • Operations management
  • Rules enforcement
  • Operations support
  • Production reporting
  • Production scheduling

Languages

Spanish
Full Professional

Timeline

Shift Leader

Burger King
08.2024 - Current

Driver

Zippity Llc
08.2023 - 07.2024

Chromer

Chrome Industries
06.2021 - 07.2023

Hard Laborer

Artisan Outdoor
04.2017 - 06.2021

Cashier/shift Lead

Mc Donalds
05.2013 - 06.2017

Cashier

Carl's Jr
06.2009 - 06.2013

Mechanical Engineering

Santa Ana College

High School Diploma -

Santa Ana High School

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Marco Pena