Alondra Santiago
Roxbury
Summary
Dynamic manager with expertise in staff performance monitoring, customer service standards, and team training. Committed to enhancing operational efficiency and driving team success through effective coaching and problem-solving.
Overview
6
6
years of professional experience
2024
2024
years of post-secondary education
1
1
Certification
Work History
Manager
Popeyes
West Roxbury
04.2022 - 12.2025
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
Crew Member
Popeyes Chicken
West Roxbury
07.2019 - 12.2021
- Facilitated stakeholder engagement initiatives to align project goals with organizational objectives.
- Coordinated training development programs to upskill team members and improve operational efficiency.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Updated computer systems with new pricing and daily food specials.
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Served food quickly for positive guest experiences.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Organized and restocked supplies to support operations and team productivity.
- Resolved customer complaints in a professional manner.
- Interacted pleasantly with guests to deliver quality customer service.
- Packaged menu items into bags or trays and placed drink orders into carriers.
- Maintained organized storage areas for food products, beverages and restaurant supplies.
- Took orders from patrons and input selections into store computer system.
- Followed all safety guidelines while operating equipment such as slicers, fryers and ovens.
- Packed fast food products in approved containers, cups, and bags.
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
- Drove team success by quickly completing assigned tasks.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Upheld high standards of productivity and quality in operations.
- Presented orders to guests within anticipated service times.
- Adhered to health department regulations regarding food handling procedures.
- Checked expiration dates on all products before serving them to customers.
- Monitored quality of food served to ensure it met company standards for presentation and temperature.
- Prepared quality products while maintaining portion control and presentation within service goal times.
- Educated customers on menu items, product ingredients and nutritional values.
- Kept up-to-date knowledge of store policies regarding payments, returns and exchanges.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Assisted in the preparation of food items such as sandwiches, salads and pizzas.
- Answered phone calls promptly to provide accurate information about menu items or prices.
- Organized dining room tables with condiments, napkins and other necessities prior to seating guests.
Education
Alondra Santiago
Worcester, MASkills
- Customer service standards
- Staff performance monitoring
- Team training
- Employee scheduling
- Leadership skills
- Problem solving
- Sales techniques
- Marketing
- Customer service
- Staff training and development
- Shift scheduling
- Partnership development
- Sales management
Languages
English
Professional
Spanish
Native/ Bilingual
Certification
- Servesafe(allergens)
- Servesafe(Food Protection Manager Certification Examination)
References
References available upon request.
Timeline
Manager
Popeyes
04.2022 - 12.2025
Crew Member
Popeyes Chicken
07.2019 - 12.2021
Alondra Santiago