Zakia Ali Hassan

Customer Experience Leader @McDonald's

Led front-of-house operations, ensuring a consistently high-quality customer experience and smooth service delivery in a fast-paced environment• Contributed to achieving an SMG (customer satisfaction) score of 85% by enhancing service quality, team coordination, and customer engagement• Actively engaged with customers to create a friendly, welcoming atmosphere, ensuring positive interactions and resolving queries to maintain high satisfaction levels• Collected and responded to customer feedback and service patterns, identifying areas for improvement and supporting continuous enhancement of service standards• Supported and guided team members during peak hours, improving efficiency, communication, and overall service performance• Operated across multiple stations (including till and service areas), ensuring accuracy in transactions and seamless customer flow during high-volume periods• Recognised as Employee of the Year for strong performance, leadership, and commitment to service excellence