Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Darcel Massey

Charlotte

Summary

Dynamic customer service leader with over 13 years of experience guiding teams to achieve exceptional customer satisfaction. Expertise in strategic planning and process improvements consistently enhances operational efficiency while developing team capabilities and effectively resolving customer issues. A strong background in dietary management and nutrition planning complements a commitment to maintaining high standards of food quality and compliance with health regulations. Recognized for adaptability, collaboration, and delivering measurable outcomes, with a focus on fostering a positive team culture through effective communication and problem-solving skills.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Lead/Cash Office Assistant

Food Lion
04.2022 - Current
  • Greeted customers and listened closely to problems described to determine solutions.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Responded to customer requests for products, services, and company information.
  • Met customer call guidelines for service levels, handle time and productivity.

Director

Skillet Kitchens
12.2023 - Current
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Facilitated cross-functional collaboration for improved decision-making processes within the organization.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
  • Managed budgetary constraints effectively, optimizing food costs and minimizing waste.
  • Enhanced employee retention through comprehensive training programs and professional development opportunities.
  • Oversaw inventory management processes, reducing spoilage rates while maintaining adequate stock levels for daily operations.
  • Evaluated staff performance regularly, providing constructive feedback and supporting career growth opportunities.
  • Established positive working environment through effective communication and team-building exercises.
  • Negotiated favorable contracts with suppliers that reduced operational expenses without sacrificing quality or service levels.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Verified prepared food met standards for quality and quantity before serving to customers.

General Manager

Jersey Mike's
09.2022 - 12.2023
  • General Managers are responsible for the complete and total management of a Jersey Mike's store / operation, including Store sales,, Volume, Quality of service, Customer satisfaction, Profit margin, Create employee schedule, Place inventory orders, Lead employee training, Lead by example, Participate in management team meetings and strategy sessions
  • Specific tasks may be delegated to other individuals as appropriate, but ultimate responsibility rests with the General Manager
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.

Traveling Food Service Director

Trinity Services Group, Inc.
02.2018 - 09.2022
  • Have oversight of day-to-day operations;
  • Deliver high quality food service;
  • Achieve company and client financial targets and goals;
  • Develop and maintain client and customer relationships;
  • Develop strategic plans; input and close out weekly payroll
  • Create a positive environment; and
  • Ensure Trinity Standards are met
  • Travels to multiple units to train or assist nee managers or short handed needs for the company
  • Weekly budgets, staff planning, and constant training

Culinary Manager/Manager (high volume restaurant)

Olive Garden (Darden)
01.2011 - 02.2018
  • Restaurant Managers for Olive Garden take turns in accomplishing three distinct roles in running the operation for the company
  • Upon completing the company's Manager In-Training Program, Restaurant Managers at Olive Garden take the role as leaders in providing excellent customer service, directing the culinary department of the restaurant, and achieving the sales objective of the company
  • In the Culinary department we are responsible for all ordering and receiving which includes beer, liquor, wine, and all needed food and dry stock product needed within the restaurant
  • All small-wares, staffing, maintaining weekly payroll hours for the culinary department
  • Also rolling out new menus and food promotions
  • Monthly and weekly Inventory and invoices of all product and all services for the restaurant
  • All cash-handling and daily deposits
  • Culinary is also in charge of all state and company inspections of the restaurant along with being Food safety certified
  • Keeping the restaurant clean and organized is a must to maintain a safe food environment for our guest and staff

Crew Member

Subway
02.2009 - 01.2012
  • Food preparation, opening and closing restaurant, cash handling including daily bank drops, making quality soups, sandwiches, and cookies for guest

Crew Member

Dunkin' Donuts/ Baskin Robbins
11.2007 - 11.2009
  • Prepared freshly brewed coffee, lattes, and frappes for guest
  • Also made Sundaes, milkshakes, smoothies, for guest
  • Closed on base location including all cash handling
  • Insured quality service for guest at the counter and threw drive thru service

Education

High School Diploma -

Craven Early College High
New Bern, NC
05-2011

Skills

  • Performance management
  • Contract and vendor management
  • Change management
  • Leadership training
  • Process improvements
  • Financial controls implementation
  • Customer service excellence
  • Client engagement
  • Staffing oversight
  • Quality assurance
  • Sanitation standards
  • Process updates

Certification

  • NC Driver's License
  • ServSafe Manager Certification expires 06/2028

Timeline

Director

Skillet Kitchens
12.2023 - Current

General Manager

Jersey Mike's
09.2022 - 12.2023

Customer Service Lead/Cash Office Assistant

Food Lion
04.2022 - Current

Traveling Food Service Director

Trinity Services Group, Inc.
02.2018 - 09.2022

Culinary Manager/Manager (high volume restaurant)

Olive Garden (Darden)
01.2011 - 02.2018

Crew Member

Subway
02.2009 - 01.2012

Crew Member

Dunkin' Donuts/ Baskin Robbins
11.2007 - 11.2009

High School Diploma -

Craven Early College High

Similar Profiles

CREATE PROFILE
Darcel Massey