Customer Service General Manager
Resume:
Updated resume
Amy Irwin
Address: *** ****** **, ********, ** 40160 Mobile: 270-***-****
Email: *********@******.***
PROFESSIONAL EXPERIENCE:
**/ **** – 01/ 2021 & 03 - 09/2022 Taco Bell Elizabethtown, KY
General Manager Annual Sales Volume $1.9 million
• Hired to take over poorly performing store, completing 12-week training program in six weeks
• Recruited and hired managers/staff by networking with employees and personally inviting candidates to apply.
• Increased sales from $900,000 to $1.9 million by improving speed of service and training in customer service
• Resolved labor department violations within first 30-days employed by enforcing minor employee break requirements, reducing government fines by 25%.
• Reduced speed of service from 10-minute average to 3:50 (target 4 minutes) by offering incentives to staff, increasing production during peak periods and re-training on proper drive through procedures.
• Improved guest survey results by providing staff incentives to increase # returned, resulting in 90%+ average
• Reduced food cost from 37% when hired to 22% by third month by providing hands-on leadership, proper ordering and training in production levels and minimizing waste.
• Promoted four crew members to Shift Leads, ensuring success by coaching and providing ongoing training.
• Returned as GM in 2022 to fill vacancy and made immediate improvements in staff morale, customer service and cost controls
(Reason for leaving: furloughed due to pandemic cutbacks, returned 2022 and left to search for more fulfilling opportunity)
10/2022 - present
Penn Station East Coast Subs Elizabethtown, KY
General Manager Annual Sales Volume $900,000
• Lead all areas of franchise operation QSR, maintaining consistent sales and expense levels to company targets.
• Hire, train, supervise 14 employees, maintaining fully staffed store and cross-training for maximum productivity.
• Effectively manage costs, including food cost less than target of 21% to achieve bottom line profit of 29%
• Customer feedback always very positive, receiving only two complaints this year.
• Food safety inspections by Health Department very good, most recently scored 97.
• Monthly store performance evaluations always 900+ (of 1000 max.), with most recent score of 956.
(Reason for looking: offered position with previous employer)
07/2009 – 09/2016 Hardee’s Chicago, IL & Louisville, KY
General Manager Annual Sales Volume $700,000 - $1 million
• Hired as hourly crew member for franchise while pursing degree; promoted to Shift Lead and to AGM during first two months and promoted to GM 2010 to open new store.
• Recruited, hired and trained over 40 employees to open new 24/7 store, retaining 80% of opening team
• Optimized the overall customer experience through frequent management interaction with guests and training in customer service.
• Chicago store closed (2015), transferred to Louisville with responsibility for one, then 2nd, then 3rd store over wide area.
• Trained three managers to take over area company stores, utilizing on-line testing/ training and one-to-one management development.
• Earned 100% on company food safety and health department inspections through training, coaching and requiring the best from team.
• Promoted crew member to AGM, personally training and setting expectations, and promoted four to leadership roles, eventually becoming GM’s within the company.
(Reason for leaving: owners closing stores, position unstable so accepted new opportunity)
09/2009 – 04/2012 Starbucks Bolingbrook, IL
Manager
• Hired a crew member, promoted to Manager, mentored, coached and trained 15+ crew members
• Optimized overall customer experience through communication and improvements
• Continued part-time while managing second company
(Reason for leaving: General Manager duties at Hardee’s required all of attention)
ADDITIONAL EMPLOYMENT:
09/2022 – Present Warehouse Associate UPS Shepherdsville, KY
EDUCATION: Associates of Arts: Business Everest University Florida
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