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Work Background
Shipley Do-NutsArea Director of Operations
Sep. 2022Colorado, United States• Spearheaded daily operations for multiple store locations, ensuring compliance, customer service, and profit management while maintaining brand standards.
• Developed comprehensive training programs to improve onboarding effectiveness and elevate customer service standards, reducing turnover by 15% and increasing repeat business by 20%.
AppleMentor
May. 2017 - Jan. 2023Remote• Owned end-to-end case resolution for more than 2,000 Apple Support cases, consistently exceeding benchmarks for customer satisfaction by applying advanced troubleshooting skills and clear communication techniques.
• Delivered ongoing mentorship and leadership to junior technicians by facilitating workshops and coaching sessions that accelerated development and improved the team’s ability to effectively solve technical issues.
• Provided hands-on support for Mac hardware and software troubleshooting, using a consultative approach to educate customers, explain technical solutions, and resolve complex device-related concerns.
• Conducted performance evaluations and feedback sessions for mentor peers in order to identify training needs and contributed to quality improvement efforts across the broader team.
• Worked directly with internal leaders to design and roll out improvements to the mentorship program structure and lead team building initiatives that elevated overall program outcomes.
• Facilitated group-based skill development training on conflict resolution, customer interaction, and quality assurance standards to support consistent customer experiences.
• Streamlined service processes by identifying inefficiencies in workflows and making enhancements, such as creating visual aids and training materials for technical advisors, which improved response times and reduced repeat cases. • Spearheaded onboarding efforts for new mentors, providing tools, templates, and transition support to integrate them effectively into the team environment.
• Organized morale-boosting activities to increase mentor engagement, promote collaboration, and strengthen internal communication lines.
T-MobileSenior
Sep. 2013 - May. 2017• Presided over a team of 15 customer service agents in a high-volume environment while guiding them toward the achievement of performance goals related, increasing productivity by 20%.
• Facilitated one-on-one coaching sessions and performance check-ins with individual team members, using data and behavior-based feedback to improve communication, resolve service gaps, and drive performance improvements.
• Coordinated day-to-day staffing and workflow schedules to balance employee availability with call volume trends, contributing to a more efficient use of labor and minimized queue times.
• Collaborated with internal leadership to address escalated customer concerns, promptly resolve disputes, and reinforce company standards through follow-up coaching and training.
• Led sales promotion activities within the team by organizing competitions, incentivizing performance, and preparing teams to execute special offers and upselling strategies.
• Delivered structured training programs for new hires and tenured team members to keep the group informed about product updates, policy changes, and call handling best practices.
• Managed daily and weekly KPI reporting by analyzing trends and identifying focus areas to guide coaching strategies and refine team-wide performance metrics.
The Wendy's CompanyGeneral Manager
Jun. 2010 - Sep. 2014United StatesInterview, hire, train and orientate a team
Oversee and enforce proper standards and procedures
Maintain excellent customer satisfaction
Inventory counting and control
Cash Management
Create and manage schedules Opening, closing, and additional administrative duties
Ensure proper food handing and preparation
Perform P&L analysis
Ensuring a high quality operation by controlling costs, minimizing waste
Maintains safe, secure, and healthy environment by
establishing, following, and enforcing sanitation standards
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