Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Reference
Timeline
Generic

MICHAEL DE LIMA

Winnipeg,MB

Summary

Experienced Shift Manager with over 4 years of experience in Fast-food Industry. Excellent reputation for resolving problems and improving customer satisfaction. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Reliable employee seeking position. Offering excellent communication and good judgment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Savvy expert experienced in troubleshooting device hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Swing/Shift Manager

McDonald's Canada
10.2017 - Current
  • Motivated staff to perform at peak efficiency and quality
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment
  • Oversaw food preparation and monitored safety protocols
  • Trained staff on proper cooking procedures as well as safety regulations and productivity strategies
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty
  • Verified prepared food met standards for quality and quantity before serving to customers
  • Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining 100% accuracy
  • Developed unique events and special promotions to drive sales
  • Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards
  • Trained and mentored new employees to maximize team performance
  • Kept employees operating productively and working on task to meet business and customer needs
  • Coached crew members to optimize performance and motivate toward more efficient work
  • Exercised composure under pressure and in escalated customer service scenarios
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Managed staff schedules and maintained adequate coverage for all shifts
  • Implemented effective inventory control systems to reduce food spoilage and waste
  • Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed
  • Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions
  • Maximized quality assurance by completing frequent line checks

Technical Support Representative

IntouchCX
09.2022 - 12.2023
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Researched product and issue resolution tactics to address customer concerns.
  • Monitored systems in operation and quickly troubleshot errors.
  • Assisted with updating technical support best practices for use by team.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Education

Information Technology -

Gateways Institute of Science and Technology

Automotive Technical Studies -

Capellan Institute of Technology

Skills

  • Performance Improvement
  • Shift Checklists
  • Labor and Overhead Cost Estimation
  • Supply Ordering and Management
  • Customer Needs Assessments
  • Health Code Compliance
  • Delegating Assignments and Tasks
  • Shift Work
  • Staffing and Sales Reporting
  • Equipment Maintenance
  • Employee Performance Evaluations
  • Restaurant Operation
  • Customer Satisfaction
  • Calm and Pleasant Demeanor
  • Work Planning and Prioritizing
  • Facilities Planning
  • Application Support
  • Continuous Learning
  • Customer Service
  • Critical Thinking
  • Active Listening
  • Technical Troubleshooting
  • Escalation Procedures
  • Remote Support
  • Problem Solving
  • Resourcefulness
  • Hardware Configuration
  • Service Schedule Coordination
  • Technical Documentation
  • Technical Issues Analysis
  • Creative Issue Resolution
  • Remote Technical Support
  • Friendly and Patient
  • Call Center Operations
  • Teamwork and Collaboration
  • Ticket Management
  • Performance Monitoring

Certification

  • Food-Handler Training - 05/2019
  • OTP (Operations Technology Person), McDonald's Canada - 11/2021
  • First Aid Training - 07/2022

References

  • Ronit Jawa, General Manager, McDonald’s Canada, 204-297-8199, Ronit.Jawa@post.mcdonalds.ca
  • Amber Hayward, Assistant Manager/ Kitchen Department Manager, McDonald’s Canada, 204-298-5312, amberld@shaw.ca
  • Justice Atamanchuk, Guest Experience Manager, McDonald’s Canada, 204-891-2976, justiceconroy@hotmail.ca

Languages

English
Full Professional
Tagalog/Filipino
Native or Bilingual

Reference

Ronit Jawa
General Manager, McDonald’s Canada
Phone: 204-297-8199
Email: Ronit.Jawa@post.mcdonalds.ca

Amber Hayward
Assistant Manager/ Kitchen Department Manager, McDonald’s Canada
Phone: 204-298-5312
Email: amberld@shaw.ca


Megon Wooden

Director, Human Resources, IntouchCX
Phone: 204.996.5372
Email: mwooden@intouchcx.com  

Timeline

Technical Support Representative

IntouchCX
09.2022 - 12.2023

Swing/Shift Manager

McDonald's Canada
10.2017 - Current

Information Technology -

Gateways Institute of Science and Technology

Automotive Technical Studies -

Capellan Institute of Technology

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MICHAEL DE LIMA