Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Santarossa

Woolloongabba,QLD

Summary

Customer-focused professional with over 10 years experience within the hospitality industry.


Proven leader with a track record of enhancing team efficiency and customer satisfaction at H&R Block. Skilled in staff development, problem-solving, and implementing strategic initiatives to reduce costs and improve service quality. Excelled in fostering teamwork and collaboration, achieving significant improvements in operational performance. Demonstrated expertise in time management and verbal communication, driving positive outcomes and exceeding performance metrics.



Overview

8
8
years of professional experience

Work History

Manager/Assistant Manager - Tax

H&R Block
07.2023 - Current
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.

Crew Member

McDonalds Australia
08.2016 - 05.2023
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
  • Worked well with teammates and accepted coaching from management team.
  • Collaborated with team members to complete orders.
  • Cleaned and maintained all areas of restaurant to promote clean image.
  • Provided excellent customer service by greeting customers and meeting quality expectations.
  • Kept food preparation area, equipment, and utensils clean and sanitary.
  • Assisted other team members to achieve goals.
  • Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.
  • Helped maintain a clean and welcoming dining area for customers, boosting overall satisfaction during their visit.
  • Trained new team members on procedures, customer service, and sales techniques.
  • Collaborated with fellow crew members for seamless shift transitions, ensuring smooth operations throughout the day.
  • Became familiar with products to answer questions and make suggestions.
  • Enhanced team productivity by maintaining a clean and organized workspace for crew members.
  • Operated cash register to ring up final bill and process various forms of payment.
  • Prepared products following restaurant, health, and safety standards and procedures.
  • Ensured proper food storage protocols were followed, contributing to improved food safety measures within the establishment.
  • Strengthened workplace safety by promptly identifying potential hazards and taking corrective action.
  • Participated in ongoing training programs to continuously update knowledge of company policies and procedures.
  • Ensured food safety by rigorously adhering to sanitation standards during food preparation.
  • Streamlined drive-thru operations, significantly reducing wait times for customers.
  • Maintained cleanliness and organization of dining area, leading to improved customer experiences.
  • Enhanced team efficiency by consistently preparing workstations before peak hours.
  • Maintained high standards of personal hygiene and cleanliness, contributing to healthy dining environment.
  • Encouraged customer loyalty by remembering regular customer's preferences and making personalized recommendations.

Education

No Degree - Certificate II And III in Retail Operations

McDonald Australia
Queensland
04.2017

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Staff Training and Development
  • Staff Management
  • Staff Development
  • Policy Implementation
  • Key Performance Indicators
  • Teamwork and Collaboration
  • Customer Service
  • Decision-Making

Timeline

Manager/Assistant Manager - Tax

H&R Block
07.2023 - Current

Crew Member

McDonalds Australia
08.2016 - 05.2023

No Degree - Certificate II And III in Retail Operations

McDonald Australia

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Matthew Santarossa