Jana Elgamal
Yagoona
Summary
I am a reliable and adaptable manager with over five years of experience in fast-paced customer service environments, demonstrating a strong track record in team leadership, staff training, and operational management. Expertise in enhancing efficiency, resolving customer complaints, and maintaining high performance under pressure.
Bilingual in English and Arabic, with exceptional interpersonal and problem-solving skills that facilitate effective communication with diverse teams and clients. Committed to delivering outstanding service while balancing academic responsibilities through meticulous planning and time management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
McDonald's
04.2025 - Current
- Oversaw rostering, scheduling, and payroll support to align staffing with sales forecasts and operational needs.
- Managed daily operations, ensuring compliance with company standards, accurate reporting, and smooth administrative functions.
- Supervised sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Monitored and analysed customer feedback and interactions, resolving escalations, reducing complaint rates, and implementing service improvements.
- Trained, coached, and mentored staff, improving performance, reducing turnover, and fostering accountability through KPIs and performance metrics.
- Developed and implemented customer feedback mechanisms to enhance service delivery and drive continuous improvement.
Hiring Manager
McDonald's
10.2024 - 04.2025
- Led recruitment efforts, including workforce planning, targeted strategies, conducting interviews, and making hiring decisions.
- Designed and delivered onboarding and training programs, improving efficiency, training completion rates, and employee retention.
- Conducted orientations to equip new employees with policies, procedures, and service standards.
- Monitored staff performance and provided constructive feedback to support professional development.
- Maintained crew filing systems and ensured compliance with employment documentation requirements.
- Promoted a strong company culture by reinforcing core values and enhancing employee satisfaction.
Crew Member/ Crew Coach/Shift Manager
McDonald's
12.2020 - 10.2024
- Delivered high-quality customer service in a fast-paced environment, including front counter, drive-thru, and register operations.
- Took orders, prepared meals, collected payments, and addressed customer inquiries with accuracy and efficiency.
- Supervised shifts of up to 150 employees, ensuring smooth operations and adherence to service standards.
- Trained and onboarded new employees in company policies, procedures, and health and safety standards, improving team performance and compliance.
- Maintained cleanliness and organisation of workstations to meet health, safety, and food quality regulations.
- Assisted with inventory management by monitoring stock levels, placing orders, and supporting operational efficiency.
- Collaborated with team members to optimise workflow, enhance productivity, and improve customer satisfaction.
Education
Bachelor of psychology (honours) -
University of Technology Sydney
01.2027
Skills
- Team leadership and staff development
- Training and mentoring (including positive, constructive feedback)
- Employee scheduling & labour cost control
- Effective workflow and deadline management
- Budgeting, financial, and revenue management
- Customer service excellence
- Customer relationship management (CRM)
- Handling escalations and issue resolution
- Conflict resolution & problem-solving
- Exceptional interpersonal communication
Certification
- First aid certified
- fire safety trained
- food safety verified
- (certificates available upon request)
languages
English and Arabic
Interests
- traveling
- reading
- psychology and studying human behaviour
- Team Sports
- Swimming
- balancing physical health with mental and emotional wellness
- Cooking
Timeline
Customer Experience Manager
McDonald's
04.2025 - Current
Hiring Manager
McDonald's
10.2024 - 04.2025
Crew Member/ Crew Coach/Shift Manager
McDonald's
12.2020 - 10.2024
Bachelor of psychology (honours) -
University of Technology Sydney
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