Serena Leonard
Johnson City
Summary
Dedicated psychology graduate with a specialized minor in Trauma and Resilience, offering 5 years of stable professional experience, including 3+ years in high-volume shift management. Proven expertise in crisis de-escalation, active listening, and navigating complex dynamics to foster safe, supportive environments. Highly skilled in regulatory compliance, resource allocation, and empathetic leadership. Eager to leverage this unique blend of behavioral insight and practical leadership to deliver compassionate, evidence-driven support in a healthcare or human services role.
Overview
7
7
years of professional experience
Work History
Service Manager
Chipotle
Johnson City, TN
05.2021 - Current
- Acting Assistant Management: Entrusted by upper management to execute advanced operational responsibilities beyond standard role requirements, including inventory oversight, resource management, and opening/closing procedures.
- Shift Crisis Management & De-escalation: Served as the direct floor leader during high-volume, high-stress shifts; utilized active listening and verbal de-escalation techniques to successfully resolve immediate customer grievances and internal staff conflicts.
- Onboarding & Peer Mentorship: Facilitated the training and onboarding of new team members, breaking down complex protocols into accessible steps and providing supportive, empathetic coaching to promote retention.
- Regulatory Compliance: Audited and enforced daily adherence to strict health department regulations and safety protocols, ensuring meticulous documentation, quality assurance, and zero-tolerance for compliance errors.
- Team Stabilization: Acted as the primary point of contact for the shift crew, maintaining high morale, emotional regulation, and clear, calm communication during high-pressure situations.
Crew Member
Dunkin’ Donuts
Johnson City, TN
01.2021 - 05.2021
- High-Volume Customer Service: Delivered fast, accurate service to a high volume of daily customers in a fast-paced environment.
Crew Trainer
Wendy’s Restaurant
Boone, NC
09.2019 - 12.2020
- Peer Training: Selected by management to mentor and train new hires on service standards and workplace safety protocols.
Education
Bachelor of Science - Psychology
East Tennessee State University
Johnson City, TN05-2026
Diploma - undefined
Johnson County High School
Mountain City, TN01-2020
Skills
- Crisis Intervention & De-escalation
- Rapport Building & Active-Listening
- Trauma-Informed Care Principles
- Empathetic Communication
- Resource & Shift Allocation
- Conflict Resolution
- Regulatory & Safety Compliance
- Peer Mentorship & Coaching
Service
- Second Harvest Food Bank of Northeast Tennessee, Food packing and distribution, Kingsport, TN, 2025
- Samaritan’s Purse, Fill boxes for Operation Christmas Child, Johnson City, TN, 2015-2025
- Calvary Baptist Church, Led craft station at Vacation Bible School, Mountain City, TN, 2018-2022
Timeline
Service Manager
Chipotle
05.2021 - Current
Crew Member
Dunkin’ Donuts
01.2021 - 05.2021
Crew Trainer
Wendy’s Restaurant
09.2019 - 12.2020
Diploma - undefined
Johnson County High School
Bachelor of Science - Psychology
East Tennessee State University