Timothy Loughnan
Malvern,VIC
Summary
Accomplished Customer Experience Manager at McDonald's, adept in CRM and strategic planning, significantly enhanced customer satisfaction and employee retention. Expert in training programs and decision-making, I led teams to surpass revenue goals through innovative sales strategies and performance improvements, embodying a results-driven approach with a blend of hard and soft skills.
Overview
4
4
years of professional experience
Work History
Customer Experience Manager
McDonnald's
06.2023 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Published employee rosters that balanced meeting employee needs with business requirements.
People Performance Manager
McDonald's
06.2023 - Current
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Increased employee retention through effective training and mentorship programs.
- Enhanced employee engagement through tailored training programs and workshops.
- Led teams to drive results and meet production, quality and safety goals.
- Facilitated smooth transitions during employee onboarding processes by providing training materials and guidance on company procedures.
Shift Manager
McDonald's
03.2020 - Current
- Worked in a high paced environment, managing between three and 20 crew members at a time, closely supervised by the restaurant management team
- Responsible for cash management on my shifts and meeting Service Level targets
- Assisted in the stores delivery orders
- Tasked with problem solving whenever an issue occurred, which occurred incredibly frequently
- Learned how to solve problems quickly even where uncertain of an environment or situation
- · Became familiar with dealing with technological failures and system outages
- I was responsible for dealing with all customer complaints on shift, both in person and over the phone
- Prided myself on ensuring the customer left satisfied in all situations, and ensuring that the crew became familiar with mistakes made in the process to allow them to improve
- Trained new employees through my role, both current and new employees, from a variety of different backgrounds including people unfamiliar with Australian currencies
- I prided myself on ensuring crew thoroughly enjoyed themselves on shift while ensuring they were performing to the best of their abilities, to help the store reach their high standard goals
Education
Bachelor of Law And Commerce -
Deakin University
Melbourne, VIC06.2026
Skills
- Training programs
- Decision-Making
- Customer Relationship Management (CRM)
- Staff Management
- Team Recruiting and Hiring
- Strategic Planning
- Sales Forecasting
Voluntarying
- Assisted the Bayswater Soccer club in organising and running its canteen
- Refereed junior levels on Saturday mornings
Timeline
Customer Experience Manager
McDonnald's
06.2023 - Current
People Performance Manager
McDonald's
06.2023 - Current
Shift Manager
McDonald's
03.2020 - Current
Bachelor of Law And Commerce -
Deakin University
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