Customer Service General Manager

Michelle Henson Robinson

**** ****** ***** ***** *** Vegas, Nevada 89139

Cell: 817-***-**** **********************@*****.***

Objective: To utilize my eighteen plus years of progressive leadership experience to lead a team to operational and financial success.

Experience

Multi-Unit Manager (January 2, 2022-present) HMSHOST-Dallas Fort Worth Airport, Texas 75261

In charge of five lounges in the American Airline terminals to ensure they are all operating at high operations and financial standards.

Responsible for about 200 employees total including several supervisors. Ensure all locations are staffed by hiring, coordinating training for all locations, and completing schedules. Create an environment where employee engagement thrives. Support, coach, develop and hold everyone accountable to consistent standards while handling employee concerns.

Responsible for all financial/operational data and reports to monitor progress toward zone goals and assigns associates to meet those objectives.

Makes purchasing decisions for repairs, maintenance and supplies in coordination with branch leadership. Is aware of Loss prevention concerns and handles appropriately.

General Manager (September 2017 to 2019) Gigi's Cupcakes Southlake, Texas

Enhanced operational performance by developing effective business development strategies, systems, and procedures.

Established clear performance goals and metrics for revenue, P&L, customer service and customer retention for each retail unit.

Strategized long-term business needs while generating guest relations feedback for process improvements.

Hired and built a team of 25 plus, trained, developed, inspired and disciplined employees to maximize performance.

General Manager (August 2014 to August 2017) Pollo Tropical Dallas, Texas

Monitored supplier operations to verify quality, delivery schedule and performance to contract specifications.

Managed scheduling for 25 employees to ensure optimal productivity.

Encouraged, trained and disciplined employees to maximize performance.

Strategized long-term business needs while generating guest relations feedback for process improvements.

Improved efficiency 50% through supervising daily staff assignments and tasks, including food cost and cash control.

General Manager (May 2008 to June 2014) Jack In The Box Fort Worth, Texas

Strategized long-term business needs while generating guest relations feedback for process improvements.

Managed scheduling for 23 employees to ensure optimal productivity.

Implemented effective customer service standards and procedures to improve the guest satisfaction surveys. Received an award for top customer service surveys for three consecutive years.

Established clear performance goals and metrics for revenue, P&L, customer service and customer retention for each retail unit, and employee retention.

Certifications: Serve Safe, TABCT (Alcohol Service) certified

References available upon request

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