Ana Martinez

Philadelphia

Summary

Skilled Shift Manager with strong experience in overseeing operations, leading teams, and ensuring customer satisfaction. Proven abilities in staff training, scheduling, and inventory management. Demonstrated success in enhancing productivity and streamlining processes for efficiency. Committed to maintaining high quality standards and implementing company policies effectively.

Overview

years of professional experience

Work History

Shift Manager

Philadelphia Animal Hospital

01.2024 - Current

Monitored store operations to ensure compliance with company policies and procedures.
Developed and maintained positive working relationships with staff, customers, and vendors.
Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
Investigated customer complaints regarding merchandise quality or availability promptly.
Assisted in resolving escalated customer service issues in a timely manner.
Provided coaching and guidance to team members when necessary to improve performance.
Resolved conflicts between staff members in a professional manner.
Responded quickly and effectively to emergency situations as they arose.

Receptionist Manager

Best Western Hotel

08.2022 - 01.2024

Greeted and directed all visitors, clients, and customers in a professional manner.
Managed daily office operations including tracking supplies, updating records, managing mail distribution, and responding to inquiries.
Compiled reports on reception activities such as call volumes and visitor traffic.
Monitored the front desk area to ensure it was kept clean and organized at all times.
Assisted with onboarding new employees by providing orientation materials and answering questions about policies and procedures.
Responded to customer complaints in a timely manner while ensuring their satisfaction with resolution of issues.
Developed processes to improve efficiency in the reception area such as automated check-in procedures.
Answered phone calls promptly while routing them appropriately within the organization's structure.

Shift Manager in Training

McDonald's

06.2021 - 08.2022

Supervised staff, provided guidance and training, and addressed employee issues or concerns.
Managed daily operations by delegating tasks to employees and monitoring their performance.
Ensured compliance with safety regulations, company policies, and applicable laws.
Monitored inventory levels and ordered new stock when necessary.
Processed payments using the point-of-sale system accurately and efficiently.
Resolved customer complaints in a timely manner, keeping customer satisfaction a priority.
Maintained records of all transactions and provided reports to management as needed.
Provided excellent customer service to ensure customers had an enjoyable experience while shopping in the store.

Cashier

Arby's

06.2020 - 06.2021

Greeted customers and answered any questions they had about the store's products and services.
Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
Issued receipts, refunds, credits or change due to customers.
Stocked shelves with merchandise when needed.
Answered customer inquiries regarding store policies and procedures.

Education

Bachelor of Arts - Psychology

Southern New Hampshire University

Hooksett, NH

03-2026

Skills

Schedule management
Performance evaluation
Mentoring and coaching
Reporting and documentation
Technical proficiency
Cash handling
Enthusiasm and energy
Equipment troubleshooting
Training and development
Interpersonal communication

Opening and closing procedures
Employee training
Work delegation
Shift leadership
Verbal and written communication
Staff onboarding
Decision-making skills
Staff motivation strategies
Accurate cash handling
Hiring and recruitment

Languages

Spanish

Native/ Bilingual

Timeline