Customer Service General Manager
Resume:
JESSICA CARZOLI
Cleveland, TN • 423-***-****
QUALIFICATIONS SUMMARY
Analytical and performance-driven manager with hands-on experience in budgeting/forecasting, P&L administration, decision-making, process reporting, and business; ready to excel and utilize comprehensive negotiation, persuasion, problem-solving, leadership, and perseverance skill set within a progressive organization.
●Skilled in managing discipline and grievance issues with ability to assist senior management in implementation of comprehensive HR strategies across the entire organization.
●Demonstrated excellence in providing quality customer service and ensuring maximum client satisfaction by coordinating with cross functional teams to resolve customer escalations.
●Stellar record of conducting training and development programs for staff and developing and managing teams to achieve shared visions and goals.
●Proven multi-tasking expertise leveraged to maintain highest possible standards and deadline-driven operations.
●Articulate communicator, adept at multitasking, performing in fast-paced, high-pressure environments, and exhibiting exemplary leadership qualities.
PROFESSIONAL EXPERIENCE
General Manager, O'Charley's 2002 – Present
Administer 6 stores’ day-to-day operations and HR issues in absence of district manager. Accelerate overall operational efficiency by managing store levels profit margins and loss. Oversee all daily responsibilities while meeting strict deadlines and compliance requirements. Build and nurture strategic business relationships with staff, management team, and general managers to ensure operational and service excellence.
Key Achievements/Contributions:
●Displayed leadership stature by supervising 50 hourly employees and 3 salary managers.
●Delivered exceptional performance and won manager of the quarter award 3 times.
●Showed dynamic leadership qualities by leading, mentoring, and training 20 managers and 5 general managers to improve employees’ efficacy.
●Received various promotions from server to general manager in recognition of the ability to excel in higher responsibility.
●Formulated robust sales strategies resulting in increasing monthly sales and profit over last year operating at half capacity.
●Utilized a high level of procedural knowledge/expertise to create budgets, forecasts, and balance P&L statements.
●Achieved 5th position out of 200 stores in the company for customer loyalty program.
●Steered significant efforts in operating 25-30% cash flow profit.
EDUCATION
Bachelor’s Degree in Anthropology, Minor in Forensics
The University of Southern Mississippi, 2011
Lambda Alpha Anthropology Honors Society
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