shift lead resume example with 5+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

  • Bilingual: Speak and write Spanish and English
  • Ability to work well under pressure
  • Good organizational skills and the ability to multi-task and prioritize in a high volume, fast paced environment
  • Team Supervision
  • Issue and conflict resolution
  • Brand management
  • Lead generation
  • Efficient in MS Office
  • Conflict resolution
  • Operations monitoring
  • Regulatory compliance
  • Loss prevention
Shift Lead, 04/2019 to Current
Dairy QueenCentralia, WA,
  • Delegated tasks to employees and monitored activities and task completion.
  • Resolved customer complaints and reported issues to senior management.
  • Completed opening and closing duties to facilitate business operations.
  • Upheld company standards and compliance requirements for operations and cleanliness.
  • Coached and trained employees and created daily work schedules and assignments to boost efficiency and enhance operations.
  • Managed and mentored 11 staff members.
  • Documented receipts, employee hours and inventory movements.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Created and improved daily operational plans, developed production schedules and optimized task flows.
  • Coordinated shift-based inventory receiving, auditing and restocking.
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
  • Supervised, motivated and led employees to maintain productivity and customer service levels.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.
  • Positioned skilled staff in key areas throughout shift to optimize department productivity.
  • Assisted general manager with operations game plan and company initiatives implementation.
  • Coordinated daily shift changes to facilitate tasks and handle special needs or requests.
  • Documented production levels, materials used and special incidents to keep management informed of daily activities.
Customer Service Associate, 11/2018 to 04/2019
Massmutual Financial GroupMontpelier, VT,
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Addressed inquiries, resolved customer issues and managed customer relations.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
  • Recommended improvements to products and services to mitigate complaints.
  • Consulted with customers regarding needs and addressed concerns.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
Server, 12/2017 to 09/2018
Lifewell Senior LivingKaty, TX,
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Inventoried food supplies to determine needs and replenish stations.
  • Restocked tables, wait staff areas and order staging areas.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
Customer Service Representative, 07/2016 to 11/2017
Hawthorne Global Aviation ServicesRonkonkoma, NY,
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Documented conversations with customers to track requests, problems and solutions.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
Office Assistant, 05/2013 to 08/2013
The Southern CompanyAlpharetta, GA,
  • This farm produced alfalfa and chili, I was in charge of keeping inventory of the alfalfa once it was bailed.
  • Documented and routed business correspondence to manage office paperwork.
  • Collected payments, issued receipts and updated accounts to reflect new balances.
  • Updated financial, customer and business records with accurate information each day, preventing data loss and keeping files current.
  • Tracked office stock and maintained inventory in neat and organized fashion.
Education and Training
Associate of Arts: Psychology, Expected in 05/2016 to Cochise College - Douglas, AZ,

Invited to join Phi Theta Kappa honor and ended with a 3.34 GPA.

High School Diploma: , Expected in 05/2013 to Valley Union High School - Elfrida, AZ
Native/ Bilingual
Native/ Bilingual

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Resume Overview

School Attended

  • Cochise College
  • Valley Union High School

Job Titles Held:

  • Shift Lead
  • Customer Service Associate
  • Server
  • Customer Service Representative
  • Office Assistant


  • Associate of Arts
  • High School Diploma

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