shift lead resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :

Cheerful and upbeat with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

I believe that it is important to answer every call with a smile because the person on the other end can hear it.

  • Office
  • Six Sigma Green Belt Certified
  • Taxes
  • Regulatory compliance
  • Operations monitoring
  • Guest service
  • Loss prevention
  • Staff development
  • Client support
  • Issue resolution
  • Experience in leadership
  • Ability to analyze reports
  • Data management
  • Coordination
  • Active listening
  • People skills
Shift Lead, 09/2020 - Current
Salad And Go San Antonio, TX,
  • Completed opening and closing duties to facilitate business operations.
  • Set up, adjusted and maintained machines to operate at peak levels and meet challenging demands.
  • Upheld company standards and compliance requirements for operations and cleanliness of all areas.
  • Managed and mentored at least two staff members per shift.
  • Resolved customer complaints and reported issues to senior management.
  • Delegated tasks to employees and monitored activities and task completion.
  • Kept areas clean, neat and inspection-ready at all times to comply with product guidelines.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.
  • Enforced compliance with housekeeping, safety and sanitary requirements to protect team members and customers.
  • Inspected incoming supplies to conform with materials specifications and quality standards.
Branch Manager, 07/2017 - 03/2020
Suburban Propane 2 San Jose, CA,
  • I managed an office approving installment loans for customers and also doing taxes as well.
  • There were many times I was in the office with out an assistant so I'm very self sufficient.
  • I earned an award for top Accounts at their last yearly gathering.
  • Executed loan origination process, including ordering credit reports.
  • Maximized branch revenue by optimizing daily operations.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits
  • Developed and maintained client rapport to meet financial service needs and drive branch loyalty.
Customer Service Representative, 06/2011 - 07/2017
Walman Optical Company Baltimore, MD,
  • I started as a representative for Capital One where I handled customers credit card accounts. After a couple of years I then became a representative for T-mob.
  • I was given Employee of the Month and also went through Supervisor Readiness were I earned my Six Sigma training. I was an Ambassador for the company and had the duties going out in to the public and promoting the company.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Reviewed account and service histories to identify trends and issues.
  • Documented conversations with customers to track requests, problems and solutions.
  • Answered a 100+ inbound calls per day and directed to designated individuals or departments.
  • Upheld privacy and security requirements established by all regulatory agencies.
  • Worked with upper management to develop customer service improvement initiatives.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.`
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
Branch Manager, 02/2004 - 07/2011
Suburban Propane 2 Senatobia, MS,
  • I started with the company in Alamosa, Colorado and they moved me here to Idaho.
  • I over saw branch operations in making installment loans and doing taxes.
  • I was head tax and loan office in the state of Colorado for five years and earned many awards for my numbers for keeping at company standard.
  • Maximized branch revenue by optimizing daily operations.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Managed largest branch in Colorado region, achieving high customer satisfaction rates
  • Developed annual branch business plan for maximum profitability and effectiveness.
  • Worked with regulatory representatives to complete accurate filings and maintain compliance.
  • Assessed employee performance and issued disciplinary notices.
  • Oversaw branch team with 4 customer service representatives. I also had the role of Supervisor and oversaw the daily and monthly functions of not only my branch but another branch as well.
  • Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
Education and Training
High school diploma: Basic Education, Expected in 06/1989
Independence High School - San Jose, CA,
Status -
High school: , Expected in 1989
William C. Overfelt High School - San Jose, CA
Status -
Additional Information
  • Authorized to work in the US for any employer
  • Awards , Six Sigma Green Belt Certification March 2017 Six Sigma is a program that assists with problem solving skills

Six Sigma Green Belt Certified:Six Sigma Green Belt is an individual that possesses a thorough understanding of enhanced problem-solving skills, with an emphasis on the DMAIC (Define, Measure, Analyze, Improve and Control) model


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Resume Overview

School Attended

  • Independence High School
  • William C. Overfelt High School

Job Titles Held:

  • Shift Lead
  • Branch Manager
  • Customer Service Representative
  • Branch Manager


  • High school diploma
  • High school

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