Gemma French
Erith,Kent
Summary
A dedicated professional with expertise in employee management and staff training, business development, and operational resilience frameworks. Proficient in Microsoft Teams, data analysis, and management strategies, ensuring compliance awareness and effective HR policies implementation. Skilled in customer service and relations, with a strong aptitude for decision-making and report-writing. Currently advancing knowledge through Level 5 CIPD studies to enhance policy development capabilities.
Driven professional with strong aptitude for building positive workplace relationships and resolving conflicts. Possesses excellent communication and problem-solving skills, coupled with thorough understanding of employment laws and human resource practices. Committed to fostering harmonious work environment that promotes employee satisfaction and organisational success.
Overview
17
17
years of professional experience
6050
6050
years of post-secondary education
Work history
Employee Relations Officer
McDonald's
London, London
11.2023 - Current
- Senior advisor to all leaders on serious and sensitive cases.
- Organised training programs, increased overall productivity of the team.
- Teamed up with HR department to design benefit packages attractive to prospective employees.
- Mediated disputes between employees, fostered harmonious work environment.
- Conducted regular meetings with department heads to streamline HR processes.
- Advised senior management on necessary updates to company's grievance procedure.
- Maintained up-to-date knowledge on employment law; ensured compliance across all departments.
- Ensured employee satisfaction by addressing and resolving conflicts promptly.
- Dealt with disciplinary matters for ensuring adherence to company policies.
- Reviewed staff welfare facilities periodically to ensure physical well-being of employees at workplace.
- Facilitated workshops for promoting diversity and inclusion in the workforce.
- Developed strong relationships with staff for fostering a positive workplace culture.
- Provided consultative support to internal business units, applying expertise in employee relations services and resource utilisation.
- Offered insights on data analytics, delivering solutions and preventive strategies for employee relations challenges.
- Handled complex issues independently, escalating only most intricate matters.
- Communicated HR updates to staff, keeping employees operating under consistent framework across organisation.
- Advised senior management on employee corrective actions.
Business Manager
McDonald's Restaurant LTD, Crayford
Crayford
07.2020 - 11.2023
- Managed and motivated 170 direct reports to achieve performance outcomes and maximise productivity.
- Boosted customer satisfaction scores through fast and knowledgeable issue resolution.
- Reviewed sales and expense records to make proactive adjustments to policies and procedures.
- Handled complex project management concerns productively, with little oversight.
- Independently managed recruitment, employee motivation and training.
- Hired exceptional candidates and effectively led staff to maximise productivity and eliminate process lags.
- Improved long-term prospecting, strategy development and customer engagement by implementing successful growth strategies.
- Identified market demands and consumer trends to increase customer base and retention rates.
Assistant Business Manager
McDonald's Restaurant LTD, Crayford
Crayford
01.2015 - 01.2020
- Empowered over 150 staff members to contribute to continuous improvement, quality and growth of company.
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
- Managed high-performing teams to deliver quality customer service and stable profits.
- Delivered business strategy to drive revenue and operational efficiencies.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Scheduled regular team meetings to discuss business updates, issues and recommendations.
- Resolved internal staff conflicts to mutual benefits of all parties involved.
- Handled development of tactical programmes to pursue targeted goals and objectives.
Assistant Business Manager
McDonald's Restaurant LTD, Eltham
Eltham
01.2013 - 01.2015
- Performed best practices and quality standards to comply with occupational health and safety procedures.
- Managed high-performing teams to deliver quality customer service and stable profits.
- Delivered business strategy to drive revenue and operational efficiencies.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Tracked KPIs to drive profitability and target delivery.
- Scheduled regular team meetings to discuss business updates, issues and recommendations.
Crew Trainer
McDonald's Restaurant LTD, Erith
Erith
01.2010 - 01.2013
- Drove compliance to company standards by reinforcing rules and procedures.
- Reinforced hygiene and food safety procedures.
- Supported teams to achieve shift targets such as service times or waste minimisation.
- Identified training needs and recommended action to appropriate supervisor.
- Developed employees' skills in new tasks or stations.
- Led team of 30 by example, consistently monitoring service quality and accuracy.
- Role modelled ideal behaviour and standards across multiple stations.
- Mentored junior employees to improve accuracy and efficiency when taking orders.
Crew Member
McDonald's Restaurant LTD, Bexleyheath
Bexleyheath
01.2009 - 01.2010
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Operated cash register to take payments and process orders.
- Prepared food and beverages within target timeframes.
- Maintained clean and sanitary food preparation areas and equipment.
- Acted as team player by helping colleagues finish their tasks.
- Flexibly took on various roles to support workflow.
- Trained in food safety and hygiene practices.
- Attended to customers with friendly and accurate service.
- Achieved excellent customer service by greeting customers and meeting quality expectations.
- Shared product knowledge to answer customer questions and make suggestions.
Education
NVQ Level 2 - First Aid for Mental Health
Ofqual
LondonNVQ Level 2 - Supervising Food Safety in Catering
Ofqual
LondonGCSEs - English- Maths- ICT- PE- Geography
Trinity School
Belvedere, Bexley 09.2008 - 08.2009
NVQ Level 2 - Hospitality Services
McDonald's Restaurant LTD
LondonSkills
- Employee management and staff training
- Business development and planning
- Microsoft Teams proficiency
- Customer service and relations
- Data analysis and collection
- Employee engagement
- Employee relations management
- Employee mediation
- Operational resilience frameworks
- Compliance awareness
- Empathy and understanding
- Constructive feedback
- Disciplinary action processes
- HR policies implementation
- Grievance procedures handling
- Decision-Making aptitude
- Report-writing
- Employment legislation understanding
- Policy development
- Currently studying Level 5 CIPD- People Professional
Personal Information
Interests
Sports, Music, Films, Socialising and Cooking.
Timeline
Employee Relations Officer
McDonald's
11.2023 - Current
Business Manager
McDonald's Restaurant LTD, Crayford
07.2020 - 11.2023
Assistant Business Manager
McDonald's Restaurant LTD, Crayford
01.2015 - 01.2020
Assistant Business Manager
McDonald's Restaurant LTD, Eltham
01.2013 - 01.2015
Crew Trainer
McDonald's Restaurant LTD, Erith
01.2010 - 01.2013
Crew Member
McDonald's Restaurant LTD, Bexleyheath
01.2009 - 01.2010
GCSEs - English- Maths- ICT- PE- Geography
Trinity School
09.2008 - 08.2009
NVQ Level 2 - First Aid for Mental Health
Ofqual
NVQ Level 2 - Supervising Food Safety in Catering
Ofqual
NVQ Level 2 - Hospitality Services
McDonald's Restaurant LTD