Dawn Ponsolle

Wake Forest, NC, *****

919-***-**** adrjyc@r.postjobfree.com

With more than 12 years of experience in customer-service leadership roles, I am passionate about fostering a great employee experience in part by hiring the best, efficiently onboarding new hires, promoting continuous learning and development, and creating opportunities for team members of all levels to connect and create community.

Operations

Team

Technology

Operations Management

P&L Management

Sales Forecasting

Inventory Control

Procedure Development

Basic Accounting Functions

Recruiting, Screening, and Onboarding New Employees

Performance Tracking and Evaluation

Staff Training & Development

Conflict Resolution

Customer Care and Relationship- Building

NRO Opener

Workday for Talent Acquisition and Employee Management

ServiceNow for IT Support

Kronos for Payroll and Time Keeping

Proficient in Microsoft Office

Assistant General Manager, 2007 - Current

Red Robin Gourmet Burgers, Wake Forest, NC

Manage day-to-day restaurant operations of back-of the-house and front-of-the-house with revenue targets of $175,000/month and up to 50 employees. Initially hired as a Guest Server, I cross-trained across all departments, developed skills in operations, staff management and P&L management to be promoted to Assistant Manager and then to Assistant General Manager

Business Operations

Share responsibility with the GM for the total operations of the restaurant and profit & loss; increase sales and control costs by evaluating financial and performance data and develop action plans to improve performance

Maintain high standards in restaurant cleanliness, building maintenance, sanitation, and food quality

Collaborate with GM and Kitchen Managers to ensure appropriate staffing/schedule planning, inventory management, and process/procedures to meet weekly and quarterly metrics in revenue and guest satisfaction

Provide regional support for other locations, as needed

During state-wide COVID-19 shut down, proactively created Meals-to-Go program to support the financial targets of the restaurant and help maintain consistent employment for team members

Manage ongoing COVID safety protocols, following and enforcing all state, local and corporate policies and procedures

Employee Engagement and Team Leadership

Motivate, coach, and delegate duties for 5 departments; responsible for all employee onboarding, training and performance management of team members and contribute to company-level training programs

Shift Scheduling for 5 departments accounting for LOA, PTO, and unexpected staffing needs

Create employee engagement opportunities to celebrate the team, cross-train, and build working relationships across teams and departments. i.e., Culture and Food Days, Sales Contests to help meet revenue targets

Guest Experience

Ensure high levels of guest satisfaction, delivered exceptional customer service and provide efficient management of all POS transactions

Special Needs Pre-School Teacher, 2001-2014

Hope Lutheran Preschool, Wake Forest, NC

Developed individualized curriculum and learning programs for all students

Collaborated with other special needs professionals (Physical, Occupational and Speech Therapists and IEP Coordinators) to ensure that needs of every student were addressed and reinforced in the classroom

Mentored and supervised classroom Teacher Assistants

Created open and transparent communication with fellow teachers, parents and administration through weekly newsletters and conferences

Developed and supported continuing education programs for school staff

Supported Center Director in administrative duties including supply inventory and materials

Education

Bachelor of Science, Mount Olive University, 2014

Early Childhood Education with a concentration in Special Needs Education

References available upon request

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