Josephine Pina
LINCOLN,NE
Summary
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
13
13
years of professional experience
Work History
Service Manager
Chipotle Mexican Grill
03.2019 - Current
- Stepped down from General Management to focus on my own health, and moved back to Lincoln, NE. This is where I currently work.
- Great team player
- Runs the restaurant when the General Manager is on vacation or out of the restaurant
- Attention to detail
- Ensures proper training
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
Pharmacy Technician
CVS
05.2022 - 12.2022
- I left Chipotle for a few months in hopes to find something new that aligned with what I wanted for myself.
- Answered phone calls from patients, doctors, and insurance companies regarding prescription inquiries.
- Resolved account issues and prescription problems via telephone and at counter.
- Reduced pricing discrepancies through regular price updates.
- Coordinated with insurance providers to resolve billing issues for patients' prescriptions.
- Handled sensitive patient information with confidentiality and professionalism.
- Cleaned and sterilized equipment, work areas and glassware for safety.
- Entered orders in computer system for refills.
- Prepared medication labels with correct dosage instructions and patient information.
- Decreased potential drug abuse, verifying prescriptions against customer records.
- Managed daily pharmacy operations under supervision of licensed pharmacist.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Enhanced customer satisfaction with timely resolution of complex technical problems.
General Manager
Chipotle Mexican Grill
12.2016 - 03.2019
- Oversaw kitchen operations to ensure compliance with health and safety operations.
- Fostered positive work environment to boost team morale and reduce turnover rates.
- Established standard operating procedures to ensure consistency across all service areas.
- Investigated and resolved complaints regarding food quality, service and accommodations.
- Met strict quality standards, continuously monitoring food handling and safety, as well as completing routine audits to ensure the standards.
- Scheduled staff working hours to cover all designated shifts.
- Hired and trained food service staff on company policies and procedures.
- Controlled costs with effective supply management and monitoring of food use.
- Led team training sessions to enhance customer service skills and food safety practices.
Apprentice
Chipotle Mexican Grill
12.2015 - 12.2016
- Implemented company policies and procedures consistently amongst staff members.
- Oversaw daily operations to ensure compliance with company policies and standards.
- Conducted regular inventory checks and placed orders for supplies as needed.
- Oversaw cash handling procedures, including opening and closing registers, making bank deposits, and reconciling daily sales reports.
- Handled escalating problems to improve customer relations, maintain brand loyalty and recapture lost revenue opportunities.
- Spearheaded team initiatives to enhance customer service, resulting in increased customer satisfaction.
- Controlled labor costs by using demand-based workflows.
- Facilitated communication between staff and upper management to address operational issues.
- Cultivated relationships with customers to build loyalty and repeat business.
Service Manager
Chipotle Mexican Grill
01.2015 - 12.2015
- Conducted regular performance evaluations for team members to provide feedback and identify areas for improvement.
- Conducted regular training sessions for staff on latest service protocols and technologies.
- Investigated customer complaints, identifying and changing processes to remove faults.
- Maintained records of all service transactions and customer feedback for future reference.
- Maximized employee performance with hands-on training and close mentoring.
- Created positive work environment by fostering teamwork and providing ongoing support for employees.
- Provided excellent customer service to each guest, and addressed issues swiftly.
Kitchen Manager
Chipotle Mexican Grill
09.2014 - 01.2015
- Controlled infection and contamination risk factors with consistent enforcement of cleaning and sanitation procedures.
- Adapted to fast-moving situations, utilizing problem-solving in complex circumstances.
- Maintained high customer satisfaction with good conflict resolution skills and adequate employee coverage for expected demands.
- Ordered and replenished stock to maintain inventory.
- Improved team knowledge and abilities by training each in proper procedures and standards.
- Supported cleanliness by maintaining tidy and organized work area.
- Helped front-of-house team members promptly resolve customer complaints.
- Minimized cost overages, controlling inventory, and supplies and minimizing waste.
- Controlled costs with effective supply management and monitoring of food use.
Crew Member
Chipotle Mexican Grill
09.2012 - 09.2014
- Utilized point of sale systems with proficiency.
- Addressed customers with friendly greetings and conversations.
- Prepared orders for sale to customers.
- Worked closely with kitchen staff and fellow crew members to prepare orders.
- Met health code requirements by staying on top of regular cleaning work and following guidelines.
- Cross-trained in multiple positions to assist during busy periods.
- Supported various counter stations based on demand.
- Provided excellent customer service by addressing inquiries and resolving complaints promptly.
Education
Medical coding and billing
Auburn University
Skills
- Customer service
- Communication skills
- Time management
- Leadership
- Confidentiality practices
- Cash Handling
- Reliability
- Teamwork
- Problem-solving
- Multitasking and organization
- Positive attitude
- Critical thinking
Timeline
Pharmacy Technician
CVS
05.2022 - 12.2022
Service Manager
Chipotle Mexican Grill
03.2019 - Current
General Manager
Chipotle Mexican Grill
12.2016 - 03.2019
Apprentice
Chipotle Mexican Grill
12.2015 - 12.2016
Service Manager
Chipotle Mexican Grill
01.2015 - 12.2015
Kitchen Manager
Chipotle Mexican Grill
09.2014 - 01.2015
Crew Member
Chipotle Mexican Grill
09.2012 - 09.2014
Medical coding and billing
Auburn University
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