Rosa Clark
Culpeper
Summary
Dynamic Customer Service Manager with a proven track record at Food Lion, excelling in training and development while enhancing operational efficiency. Skilled in compliance assurance and problem-solving, I foster a motivated team culture that consistently exceeds customer expectations and drives sales growth.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Manager (CSM)
Food Lion
Marshall
01.2024 - Current
- Manage all Front End operations including Service Center, Self-Checkout and Food Lion To-Go, if applicable
- Hire, train, and develop associates to meet department needs
- Facilitating training and orientations for new hires
- Ensures compliance with local, state and federal regulations
- Provide ongoing performance management training and conduct timely formal performance appraisals for direct reports
- Provide leadership and motivation within the store to promote a culture reflective of our Brand, Strategy and Culture
- Evaluating and resolving staff complaints and conflicts
- Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers' expectations
Front Desk Manager
Hampton Inn
Warrenton
11.2021 - 01.2024
- Scheduling shifts and delegating tasks
- Ensure all hotel staff comply with operational and service standards, in addition to hotel policies and procedures
- Provide professional and personalized interaction with guests throughout the check-in/check-out process
- Training and developing hotel staff to achieve their career goals and become more successful in their roles
- Helping resolve guest complaints and booking and billing issues
- Ensuring that the hotel meets all health, safety and security laws and regulations
General Manager
McDonald's
Fredericksburg
02.2015 - 11.2021
- Training new employees and providing ongoing feedback to help them improve their skills
- Ensuring that the restaurant staff is following health codes and other regulations set by state or federal agencies
- Reviewing employee performance regularly to ensure that they are meeting company standards
- Collaborating with other managers on operational issues such as scheduling shifts, hiring new employees, and planning work schedules
- Maintaining safety standards by ensuring that employees are properly trained on all equipment, such as fryers, grills, and cash registers
- Providing customers with great customer service by greeting them with a smile, asking how they are doing, and thanking them for their business
- Overseeing all aspects of operations at the restaurant level, including hiring and training employees, developing employee relationships, and ensuring that standards are met for food quality, cleanliness, and guest satisfaction
- Leading by example by demonstrating a commitment to the organization's mission and values by acting ethically and adhering to best practices in all situations
- Monitoring employee performance and addressing any issues such as poor work performance or inappropriate behavior on the part of employees
Sales Associate
Macy's
Virginia Beach
10.2011 - 02.2015
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Education
High school diploma -
Green Run High School
Virginia Beach, VA06-2011
Skills
- Management
- Operations
- Recruiting
- Sales management
- Scheduling
- Training and development
- Inventory Management
- Sales Management
- Compliance assurance
- Human resources
- Profit and loss
- Problem solving
Certification
- ServSafe
- CPR Certification
Personal Information
Authorized To Work: US
Timeline
Customer Service Manager (CSM)
Food Lion
01.2024 - Current
Front Desk Manager
Hampton Inn
11.2021 - 01.2024
General Manager
McDonald's
02.2015 - 11.2021
Sales Associate
Macy's
10.2011 - 02.2015
High school diploma -
Green Run High School