Stephanie McGown
Warner Robins
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
29
29
years of professional experience
Work History
Shift Manager
Panera Bread
11.2024 - Current
- Manage and supervise teams of 5 to 12 employees per shift, providing hands-on support and guidance to ensure efficient operations.
- Train and onboard new employees on company procedures, food safety standards, and customer service protocols.
- Handle daily cash reconciliation and deposits averaging $400 to $1,200, maintaining accurate financial records, and ensuring accountability.
- Navigate high-pressure situations during peak service hours, making quick decisions to resolve operational challenges, and maintain service quality.
- Resolve customer inquiries and complaints promptly, maintaining high standards of customer satisfaction and service quality.
- Conduct daily inventory counts of baked goods, breads, and pastries to monitor stock levels, and minimize waste.
- Reinitiated the employee of the month recognition program to boost team morale and acknowledge outstanding performance.
- Delegate tasks strategically among staff members to optimize workflow and meet operational demands.
Director of Hospitality
Chick-fil-A
05.2024 - 11.2024
- Managed overall operations to ensure exceptional customer service and cleanliness standards across the facility.
- Collaborated with the Marketing Director to assist in executing successful marketing events that enhanced brand visibility.
- Oversaw all aspects of catering operations, maintaining high standards of quality and service delivery.
- Managed and trained over 30 team members, team leaders, and assistant directors in delivering attentive, courteous customer service.
- Fostered a culture of hospitality excellence through hands-on leadership and team development initiatives.
Director of Catering
Chick-fil-A
12.2023 - 05.2024
- Led catering operations across three locations, ensuring exceptional service quality and adherence to brand standards.
- Developed and trained teams to deliver outstanding guest experiences and uphold company values.
- Enhanced community engagement through strategic initiatives and active participation in local events.
- Contributed to daily operational functions, fostering a culture of excellence and collaboration.
- Maintained quality control standards to ensure customer satisfaction across all catering services.
Director of Delivery
Chick-fil-A
01.2022 - 02.2024
- Led cross-functional teams across three locations to streamline delivery processes and enhance customer satisfaction.
- Implemented new delivery protocols, resulting in improved customer satisfaction and operational efficiency.
- Coordinated with cross-functional teams to ensure seamless service quality and operational consistency.
- Trained and managed delivery staff, fostering a culture of excellence and accountability.
- Recruited and onboarded dispatchers and delivery drivers, strengthening the team and building capacity.
- Developed and maintained a weekly scheduling system to ensure optimal staffing for each location.
Delivery Lead
Chick-fil-A
03.2021 - 12.2021
- Coordinated delivery operations to ensure timely and accurate deliveries to customers.
- Led delivery team of 10 drivers to ensure timely and efficient order fulfillment.
- Implemented strategies that enhanced delivery efficiency and improved customer satisfaction scores.
- Assisted in training new team members, promoting best practices, and safety standards.
- Collaborated with management to streamline delivery processes, and reduce operational costs.
- Developed and maintained a weekly scheduling system to optimize staffing levels.
Team Member / Delivery Driver
Chick-fil-A
05.2019 - 03.2021
- Delivered exceptional guest service across front counter, drive-thru, curbside, and dining areas, greeting guests with enthusiasm and courtesy.
- Processed orders accurately using POS systems and handled cash and credit card transactions with precision.
- Prepared and assembled food orders, including drinks, desserts, and menu items while maintaining quality standards.
- Completed delivery routes efficiently, ensuring timely and accurate order delivery to guest locations.
- Represented the Chick-fil-A brand as an ambassador through professional appearance, efficiency, and friendly interactions.
- Extended signature 'Second Mile Service' to delivery guests by anticipating needs and providing attentive service.
- Maintained cleanliness and sanitation standards for dining areas, restrooms, and facility both inside and outside.
- Restocked supplies, including sauces, cups, and lids to ensure availability throughout shifts.
- Assisted with catering deliveries by setting up food displays and serving guests as needed.
- Utilized delivery management technology proficiently to coordinate routes and track orders.
- Consistently recognized for performance excellence, leading to promotion to Delivery Lead position.
Independent Contractor - Real Estate Agencies
Virtual Administrative Assistant
06.2018 - 02.2022
- Provided remote administrative support to two real estate agents, managing daily operations and client communications.
- Contacted warm leads and qualified potential clients through outbound calling campaigns.
- Scheduled appointments between agents and prospective clients using CRM systems and scheduling software.
- Maintained organized client databases and tracked lead progression through sales pipeline.
- Demonstrated strong self-management and time management skills while working independently in a virtual environment.
Independent Contractor - Staples & Comcast (via Arise Platform)
Remote Customer Service Representative
08.2016 - 01.2018
- Delivered technical support to Comcast customers, troubleshooting service issues and resolving connectivity problems remotely.
- Processed customer orders and managed billing inquiries for Staples, ensuring accurate transaction completion.
- Resolved customer complaints through investigative problem-solving and empathetic communication.
- Managed high call volumes while maintaining quality service standards and customer satisfaction.
- Operated effectively in a remote work environment with minimal supervision, meeting performance metrics consistently.
Permit Clerk
Houston County Building Inspections & Planning Zoning
01.1999 - 01.2006
- Coordinated inspection schedules and managed appointment calendars for multiple inspectors, ensuring efficient daily operations.
- Organized and maintained permit files, building records, and documentation systems for departmental compliance.
- Updated zoning maps and supported planning meetings, contributing to streamlined departmental processes.
- Communicated permitting requirements and ordinance information effectively via phone, email, and in-person interactions.
- Processed permit applications and managed administrative workflows to support timely project approvals.
- Oversaw office supply management, including inventory tracking, purchase order processing, and timely ordering to maintain operational efficiency and consistent availability of materials for staff.
Tag and Title Clerk
Houston County Tag Office
01.1997 - 01.1999
- Processed vehicle registrations and title applications efficiently, ensuring compliance with state regulations.
- Managed customer inquiries regarding vehicle titling and registration procedures, enhancing service satisfaction.
Education
Associate of Arts - Business Administration
American Intercontinental University
01.2005
Computer Specialist
Middle Georgia Technical College
01.2003
Skills
- Interdepartmental teamwork
- Scheduling management
- Remote customer support
- Self-Motivated & Independent
- Proficient in CRM software
- Remote time management
- Complaint Resolution
- Strong interpersonal skills
- Efficient schedule management
- Data Entry & Record Keeping
- Proficient in Microsoft Office
- G-Suite proficiency
- Proficient in CRM platforms
- Proficient in scheduling software
- Telephony system management
- Email & Chat Communication
- Proficient in multitasking
- Customer service focus
Timeline
Shift Manager
Panera Bread
11.2024 - Current
Director of Hospitality
Chick-fil-A
05.2024 - 11.2024
Director of Catering
Chick-fil-A
12.2023 - 05.2024
Director of Delivery
Chick-fil-A
01.2022 - 02.2024
Delivery Lead
Chick-fil-A
03.2021 - 12.2021
Team Member / Delivery Driver
Chick-fil-A
05.2019 - 03.2021
Independent Contractor - Real Estate Agencies
Virtual Administrative Assistant
06.2018 - 02.2022
Independent Contractor - Staples & Comcast (via Arise Platform)
Remote Customer Service Representative
08.2016 - 01.2018
Permit Clerk
Houston County Building Inspections & Planning Zoning
01.1999 - 01.2006
Tag and Title Clerk
Houston County Tag Office
01.1997 - 01.1999
Associate of Arts - Business Administration
American Intercontinental University
Computer Specialist
Middle Georgia Technical College