Lilli Coard
Glenbrook,NSW
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Workplace Coach Assessor
McDonalds
Remote
03.2022 - Current
- Work with trainees to teach about current standards and best practices.
- Completing third party reports with both written and visual evidence.
- Worked along schools to have paperwork collocated for HSC students.
- Monitored student progress to provide feedback on assessments and guidance on areas requiring improvement.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Participated in on-the-job training, working closely with supervisors and coworkers to collate and organise the trainees
- Worked alongside the McDonald's RTO to complete the Trainees qualification.
People Performance Manager
McDonalds
Penrith, NSW
06.2021 - 03.2022
- Oriented newly hired employees by providing company information, facilitating onboarding processes and establishing position-related requirements.
- Managed recruitment team and trained and mentored new crew.
- Adapted interview style to suit needs of position and candidate.
- Conducted phone interviews to assess candidates based in remote locations.
- Cross-trained existing employees to maximize team agility and performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Experience Manager
McDonalds
Penrith, NSW
10.2020 - 12.2020
- 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.
- Rostering over 150 crew per week and analysed sales trends.
Shift Manager
McDonalds
Penrith, NSW
12.2019 - 03.2022
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Adhered to company standards and compliance requirements for operations and cleanliness of areas.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Crew Member
McDonalds
Glenmore Park, NSW
06.2017 - 12.2019
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Trained new team members on procedures, customer service, and sales techniques.
- Prepared products following restaurant, health, and safety standards and procedures.
Education
Accreditation - Nutrition
Sports Nutrition Association
Online 09.2023
Certificate in Workforce Essentials - Special Police Operations
Charles Sturt University
Online 2021
Certificate III - Retail
McDonalds RTO
Glenmore Park, NSW02.2020
Certificate III - Assistance in Nursing
Nepean Hospital
Penrith, NSW11.2019
High School Diploma -
Blaxland High School
Blaxland, NSW11.2019
Skills
- Motivational Leadership
- Problem-Solving Ability
- Calm and Professional Under Pressure
Certification
Extra Qualifications
- Statement of Attainment - First Aid & CPR - Expires 07/03/2026
- Working with Children Check - Expires 25/02/2026
- Food Safety Supervisor Certificate - Expires 06/07/2027
Timeline
Workplace Coach Assessor
McDonalds
03.2022 - Current
People Performance Manager
McDonalds
06.2021 - 03.2022
Customer Experience Manager
McDonalds
10.2020 - 12.2020
Shift Manager
McDonalds
12.2019 - 03.2022
Crew Member
McDonalds
06.2017 - 12.2019
Accreditation - Nutrition
Sports Nutrition Association
Certificate in Workforce Essentials - Special Police Operations
Charles Sturt University
Certificate III - Retail
McDonalds RTO
Certificate III - Assistance in Nursing
Nepean Hospital
High School Diploma -
Blaxland High School