Summary
Overview
Work History
Education
Skills
Timeline
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MICHELLE WILSON

Abbotsford,BC

Summary

I am looking to further my career and transfer my skills into a mutually beneficial roll. I offer several years' experience as the assistant manager for McDonald's Canada and Manager of Triple O's. I am a dedicated reliable employee who is highly self-motivated, with proven time-management, leadership and organizational skills. Profile over 10 Years Customer Service experience. Ability to remain calm under pressure and execute sound decisions. Staff Supervisor - Coaching, scheduling, training, developing, discipline. Skilled user of computer software, Word, Excel, PowerPoint. Competent in budget projections and cash handling processes and procedures specialist. Proven team building, decision making and managerial talents. Proven trainer and leadership competencies. I am and effective communicator, and possess the ability to build and maintain effective working relationships with all levels of staff. I offer excellent organization and analytical skills. I am able to handle a fast paced, complex and changing workloads. I hold positions of trust and am an ambitious Customer Service Manager experienced with managing projects and driving productivity improvement.

Overview

16
16
years of professional experience

Work History

Assistant Manager McDonalds Canada

McDonalds
03.2009 - 01.2013
  • McDonalds/Multiple locations.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer service guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer service staff.
  • Scheduled staff shifts to cover peaks and lulls in customer levels.
  • Trained staff on operating procedures and company services.
  • Created and Managed operating budget.
  • Controlled food costs and waste percentages for optimal profit.
  • Managed a crew from as little as 5 to 50 employees at one time.
  • Cash management and ability to resolve cash discrepancies.
  • Provided accurate, specific and timely performance feedback for all employees.
  • Identified individual development needs with appropriate training.
  • Effective liaison between customers and internal departments.
  • Fostered an environment which encouraged continual process improvements.

Restaurant Manager Triple O's/Assistant Manager Chevron Altabaily Holdings Limited

Triple O's, Chevron
02.2014 - Current
  • Similar to above.
  • Hiring and retaining employees.
  • Cross-trained and backed up other customer service managers.
  • Leadership skills and proven track record of develop employees in order to deliver a high performing customer service experience.
  • Triple O's store has achieved a score of over 90% in overall customer satisfaction.
  • Excellent employee retention.
  • Manage labour costs and food costs for optimal profit.
  • Manager cash look for deficiencies to ensure monthly plus or minus balance is no more or less than $5.00.
  • Develop procedures to ensure that detailed reports accurately reflect cash flow.
  • Implement new and changing procedures in operations from head office in store.
  • Create excitement surrounding promotions and developed and incentive program to push slow moving products.
  • Create memos and communicate orally with staff regarding areas of focus.

Education

Restaurant Management, Basic Shift Management, Advanced Shift Management, Inventory Control Management, Labour Control Management, People Management, Customer Service Skills, How to Train the Difficult Employee, Restaurant Management, Budgeting, Personal Development

McDonald's Training Courses University

Skills

  • Exceptional interpersonal communication
  • Skilled trainer
  • Excellent time management skills
  • Effective problem solver
  • Process improvement specialist
  • Effective workflow management
  • Adherence to high customer service standards
  • Microsoft Outlook, Word and Excel
  • Inventory control

Timeline

Restaurant Manager Triple O's/Assistant Manager Chevron Altabaily Holdings Limited

Triple O's, Chevron
02.2014 - Current

Assistant Manager McDonalds Canada

McDonalds
03.2009 - 01.2013

Restaurant Management, Basic Shift Management, Advanced Shift Management, Inventory Control Management, Labour Control Management, People Management, Customer Service Skills, How to Train the Difficult Employee, Restaurant Management, Budgeting, Personal Development

McDonald's Training Courses University

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MICHELLE WILSON