Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Bianca Dos Santos Powell

Avoca

Summary

Results-driven customer service professional with over 8 years of experience, providing exceptional customer service in a fast-paced, high-volume environment. Skilled in Point of Sale (POS) systems, with expertise in handling cash transactions, operating registers, and managing inventory. Proficient in customer relationship management, conflict resolution, and team collaboration.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Restaurant Manager

McDonald's Maryborough
10.2021 - 07.2024
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Interviewed, selected, trained and supervised staff.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Promoted business through participation in and sponsorship of community events.
  • Strategically developed effective marketing plans to increase sales and profits while managing costs.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Led and directed team members on effective methods, operations and procedures.
  • Correctly calculated inventory and ordered appropriate supplies.

Customer Experience Manager

McDonald's Maryborough
12.2020 - 10.2021
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
  • Developed new employees and on-going performance assessment of current employees.
  • Established performance and service goals and held associates accountable for individual performance.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.

Shift Supervisor

McDonald's Maryborough
12.2019 - 12.2021
  • Completed store opening and closing procedures and balanced tills.
  • Responded to and resolved customer questions and concerns.
  • Helped store management meet standards of service and quality in daily operations.
  • Prepared, calibrated and monitored production machinery to maintain optimal production levels and consistently achieve daily targets.
  • Prepared shift summary reports for the supervisor and communicated regularly on goals and progress.

Education

Bachelor of Secondary Education -

Latrobe University
2027

Victorian Certificate of Education -

Highview College
Maryborough
12.2019

Skills

  • Back of House Management
  • Investigating and Resolving Complaints
  • Profit Optimisation
  • Delegating Assignments and Tasks
  • Money Handling
  • Payroll Administration
  • Employee Performance Evaluations
  • Collaboration and Teamwork
  • Scheduling Staff
  • Complex Problem Solving
  • Staff Training and Development
  • Policy Development

Accomplishments

McDonald's Outstanding Future Leaders Award - 2022

- Recognized in the top 10% performing department managers across Victoria


Lamrit organization Awards:

- Restaurant Manager of the Year

-Customer Experience Manager of the Year

- Rising Star

- Crew Coach of the Quarter

- Crew Member of the Month



Certification

Certificate III in Retail - SIR30216




References

Jessica Banks (Former Restaurant Manager) - 0417703305

Toby Ford (Supervisor) - 0422591433

Timeline

Restaurant Manager

McDonald's Maryborough
10.2021 - 07.2024

Customer Experience Manager

McDonald's Maryborough
12.2020 - 10.2021

Shift Supervisor

McDonald's Maryborough
12.2019 - 12.2021

Bachelor of Secondary Education -

Latrobe University

Victorian Certificate of Education -

Highview College

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Bianca Dos Santos Powell