SHELLAS SMALLBOY

Dynamic professional with experience at Porter Airlines, excelling in operational support and team collaboration. Proven track record in inventory control and staff management, enhancing service efficiency. Recognized for developing onboarding programs that foster employee retention and satisfaction, while leveraging POS system expertise to drive sales and customer engagement.

• Water Safety Instruction, Life Saving Society, 08/30/13
• Emergency First Aid with CPR-B, Life Saving Society, 06/20/11
• Smart Serve, 06/01/15
• CannSell Certificate 11/27/25

• Guest Experience Lead, McDonalds, 09/01/20, 08/31/23, Lead staff in upholding the customer satisfaction guarantee by completing orders within 60 seconds, required time frame set by head office; resulted in ownership being able to purchase seven more franchise locations., Assisted management with the creation and assembly of in-store visual marketing promotions, increasing margins by 5 percent., Developed onboarding program for new employees, increasing employee retention and relationships with management., Managed and oversaw customer orders over a set threshold of $50 by corporate policy to ensure legitimate payment., Managed and operated company POS system for the branch, including sales, orders, customer credits, and promotional offers.
• Head Server/Bartender, Reddafire, 09/01/15, 02/29/20, Responsible for bar operations including sales and service, inventory management, customer relations and company branding; resulted in an increase of regular customers, and customer retention., Maintained daily inventory counts to minimize shrink to analyze food and beverage sales ensuring stocked product was consistent with customer demands., Oversaw restaurant advertisement and marketing, increasing restaurant traffic by 15%, from customer recommendations and improved menu options to maximize customer satisfaction.
• Server/Bartender, Chucks Roadhouse Bar & Grill, 04/01/18, 08/31/19, Demonstrated responsible alcohol serving by employing Smart Serve practices to verify customer identification and intoxication levels from guest arrival, period of service and departure., Ensured excellent customer service and satisfaction with positive, friendly, and respectful approaches to customer complaints and concerns., Upsold various food and beverage options to customers resulting in an average cheque increase of 3%., Used POS and point of sale systems to track and manage customer orders and cheques including table splits and tips.