LAUREN NELSON
Rydalmere,NSW
Summary
Current Media and Communications university student with experience in both design and social media platforms.
Assistant Restaurant Manager with over 2 years of relevant leadership experience and genuine passion for customer service and developing relationships.
Demonstrated background delegating tasks and delivering performance feedback and guidance with a positive and empowering approach, improving employee retention. Executes with consistent delivery and re-prioritizes in fast-paced, ever-changing environment leveraging strong problem-solving skills and positive attitude under pressure.
Overview
10
10
years of professional experience
Work History
Assistant Restaurant Manager
McDonald's Australia
06.2022 - 12.2022
- Overlooked and assisted all departments, reporting directly to the restaurant manager and operations consultants and manager
- Trained and developed several managers in their progress into shift management through to learning a department to run
- Assisted the restaurant manager in creating monthly budgets and reporting them to the management team
- Supported the Restaurant Manager in the development and execution of the restaurant marketing plan to maximise sales opportunities within the community.
People Performance Manager (Department manager)
McDonald's Australia
11.2021 - 09.2022
- Screening hundreds of applications, conducting interviews and following the correct on-boarding process resulting in a record hire of 42 new employees in one month
- Promoting and supporting Crew Coaches through the completion of the Crew Coach Development Program and conducting regular Crew Coach meetings
- Held performance review meetings for all crew on a regular basis to discuss areas needing development or improvement
- Prepared a variety of different written communications, reports, and documents to ensure smooth operations.
Customer Experience Manager (Department manager)
McDonald's Australia
06.2021 - 12.2021
- Developed a weekly crew schedule that met the restaurants needs, optimising sales and profitability
- Used reporting metrics to monitor and achieve weekly and monthly labour targets and review service metrics to communicate department goals and objectives to the restaurant manager and wider management team
- Communicated customer feedback to the management team whilst ensuring there is a process in place to address all customer complaints and identify trends
- Decreased crew labour costs by accurately depicting sales trends throughout COVID restrictions, resulting in sales projections with a variance of less than +/- 2% hourly.
Shift Manager
McDonald's Australia
08.2020 - 06.2021
- Supervised employees to ensure that restaurant operations and procedures were adhered to
- Responsible for reviewing and monitoring guest counts and sales projections to ensure they are aligned to the shift targets and restaurant goals
- Demonstrated an overarching understanding of the impact individual shifts may have on the overall profitability of the restaurant and show consideration for inventory, labour, and cash control
- Actively seeking customer feedback during shifts to ensure an exceptional customer experience is achieved, driving repeat business.
Junior Marketing and Communications Internship
Lendlease Services
03.2021 - 04.2021
- Developed a social media strategy to increase their following online and foot traffic on the company website
- Contributed in planning a viral video campaign for one of the company's new targeted audience reach.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Crew Trainer
McDonald's Australia
07.2018 - 08.2020
- Consistently and effectively trained and provided guidance to fellow crew members, being successful in utilising the Station Training App to do so
- Provided direction to other team members, leading assigned areas under the supervision of the Shift Manager.
Ice-skating Coach
Canterbury Olympic Ice Rink
04.2016 - 08.2020
- Coached and supported both private and group ice-skating lessons to children ages 3+ to adults
- Monitored public session skaters, enforcing rules and guidelines, and performing first aid when necessary.
- Adjusted coaching techniques to highlight strengths and weaknesses of each individual person.
Crew Person
McDonald's Australia
01.2018 - 07.2018
- Consistently delivered the highest standards of quality, service and cleanliness
- Assisted customers with placing their order in a friendly, fast and accurate manner.
Education
Bachelor - Media and Communications
Macquarie University
North Ryde, NSW12.2024
Diploma - Marketing and Communications
TAFE
Ultimo, NSW06.2021
Certificate III - Retail Management
RTO
Sydney, NSW05.2021
Certificate IV - Marketing And Communications
TAFE
Meadowbank, NSW12.2019
Skills
- Sales and marketing strategies
- Clear and effective communication
- Social media digital marketing
- Creative problem solving
- Understanding customer needs
- Calm and professional under pressure
- POS systems and ordering platforms experience
- Customer retention strategies
Awards & Certifications
- 2022 & 2021 1st Place yearly Management results: McDonald's Rydalmere
- 11/2022 Outstanding Manager of the Month Award: McDonald's McOpCo Sydney
- 10/2022 Future Leader Award: McDonald's Australia
- 05/2022, 01/2022 & 09/2021 Manager of the Month Award: McDonald's Rydalmere
- 03/2022 1st Place quarterly Department Manager results: McDonald;s McOpCo Sydney
- 03/2022 & 10/2021 Professional Leader Award: McDonald's Australia & New Zealand
- 09/2021 2nd Place quarterly Department Manager results: McDonald's McOpCo Sydney
- First Aid and CPR qualified
- Fire and Evacuation Training
- McCafe Barista Academy Training
- Food Safety Supervisor Certificate
Timeline
Assistant Restaurant Manager
McDonald's Australia
06.2022 - 12.2022
People Performance Manager (Department manager)
McDonald's Australia
11.2021 - 09.2022
Customer Experience Manager (Department manager)
McDonald's Australia
06.2021 - 12.2021
Junior Marketing and Communications Internship
Lendlease Services
03.2021 - 04.2021
Shift Manager
McDonald's Australia
08.2020 - 06.2021
Crew Trainer
McDonald's Australia
07.2018 - 08.2020
Crew Person
McDonald's Australia
01.2018 - 07.2018
Ice-skating Coach
Canterbury Olympic Ice Rink
04.2016 - 08.2020
Bachelor - Media and Communications
Macquarie University
Diploma - Marketing and Communications
TAFE
Certificate III - Retail Management
RTO
Certificate IV - Marketing And Communications
TAFE
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