Emily Mann
Wawa
Essington
11
years of professional experience
Dynamic professional with extensive experience at Wawa, excelling in security monitoring and customer service. Proven analytical thinker skilled in process improvements and team collaboration. Adept at documentation and reporting, ensuring effective communication and swift resolution of complex issues. Committed to enhancing operational efficiency and customer satisfaction through evidence-based decision making.
Work History
Central Station Analyst
2 Years 9 Months- Monitored alarm panels, CCTV feeds, and access control systems for store security incidents.
- Spoke regularly with Security Vendors and verified the functionality of the stores security systems and assisted with troubleshooting.
- Assisted on several projects to improve protocols and systems used for Central Station.
- Kept track of Grand Opening's and Remodels for store locations and notified my team of them appropriately.
- Assisted stores with releasing CCTV evidence to Police personnel.
- Dispatched emergency responders and store teams using telephone communications.
- Documented alarms, incidents, and escalation actions in central station logs.
- Verified alarm signals and coordinated appropriate response per security procedures.
- Worked closely with fellow operators as part of a cohesive team that consistently met company performance standards and expectations.
- Kept detailed logs of Emergency events that occurred at our store locations and notified the appropriate parties.
Contact Center Analyst
1 Year- Resolved customer inquiries and complaints through phone, email, and case documentation.
- Escalated complex store, product, and service issues to appropriate internal teams.
- Interpreted policy guidelines to provide clear, consistent information to customers and store partners.
- Led contact center associates through call handling, escalation resolution, and service recovery standards.
- Monitored queue activity and balanced workloads to maintain consistent response times.
- Resolved complex customer issues involving store concerns, orders, and account support.
- Coordinated communication between stores, support teams, and leadership to close service gaps.
Shift Manager
7 Years 4 Months- Supervised crew members during shifts, maintaining fast service and consistent restaurant operations.
- Coordinated labor assignments, drive-thru flow, and front counter coverage to support peak demand.
- Trained crew on food safety, sanitation, and standard procedures to ensure compliance.
- Monitored cash handling, drawer counts, and POS accuracy to reduce register discrepancies.
- Resolved guest concerns quickly, preserving service quality and customer satisfaction.
- Managed inventory checks and product replenishment to prevent shortages during service.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Promoted a positive work environment through open communication and constructive feedback.
Education
High School Diploma
Skills
Microsoft office
Analytical thinking
Process improvements
Evidence-based decision making
Time management
Team collaboration and leadership
Documentation and reporting
Timeline
Central Station Analyst
Wawa
01.2024 - CurrentRead More
Contact Center Analyst
Wawa
01.2023 - 01.2024Read More
Shift Manager
McDonald's
09.2015 - 01.2023Read More
Gateway Regional High School
High School Diploma
Read More