Customer Service General Manager

PROFESSIONAL SUMMARY

Encouraging manager and analytical problem-solver with talents for

team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Proactive Assistant General Manager with history of success managing operations, building teams and equipping employees with skills to independently handle business needs.

Offers progressive experience combined with sound judgement and good problem-solving abilities. Strong record of surpassing organizational goals.

Versatile Assistant General Manager with 20+ years of experience overseeing daily customer service operations. Decisive planner and analytical problem solver with skill in managing teams to meet stringent objectives.

Personable and collaborative demeanor demonstrated through polished communication and willingness to apply team feedback to resolve challenges.

WORK HISTORY

Assistant General Manager, 09/2022 to Current

Applebee's Neighborhood Grill & Bar - 1512 West Floyd Baker Blvd CONTACT

Address: Gaffney, SC 29341

Phone: 864-***-****

Email: *********@*****.***

SKILLS

PATRICK NORRIS

Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.

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Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

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Scheduled employees for shifts, taking into account customer traffic and employee strengths.

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Managed budget implementations, employee reviews, training, schedules, and contract negotiations.

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Trained and guided team members to maintain high productivity and performance metrics.

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Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

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Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

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• Cultivated and strengthened lasting client relationships using strong

• Business Operations Knowledge

• Budget Controls

• Team Leadership Expertise

• Aloha POS

• Google Drive

• Corrective Actions

• Employee Discipline

• Strategic Planning Skill

• Procedural Optimization

• Promotion Implementation

• Food Safety and Sanitation

• Customer Relationship Management

• Staff Management

• Sales Coaching

• Training and Development

Performance Monitoring and

Evaluation

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• Sales Techniques

• Profit and Loss Control

• Inventory Control

• Operations Oversight

• Sales Forecasting

• Budgeting and Cost Control

• Cash Register Operations

• Company Standards Enforcement

• Sales Promotion

• Management Training

• POS Inventory System Operation

• Ethical Standards

• Hiring and Onboarding

• Morale Improvements

• Suggestive Selling

General Manager, 01/2021 to 11/2021

Salsarita's Fresh Cantina - Gastonia, NC

issue resolution and dynamic communication skills.

• Resolved problems promptly to elevate customer approval.

• Reported issues to higher management with great detail. Interacted well with customers to build connections and nurture relationships.

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Managed team schedule with eye for coverage needs and individual strengths.

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Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.

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Motivated, trained, and disciplined employees to maximize performance.

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Developed and implemented policies and procedures to improve customer service and satisfaction.

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Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.

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Trained new employees on proper protocols and customer service standards.

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Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

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• Assisted in recruiting, hiring and training of team members. Mentored and motivated team members to achieve challenging business goals.

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Collaborated with other departments to establish productive and timely completion of projects.

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• Monitored daily cash discrepancies, inventory shrinkage and drive-off. Analyzed customer feedback data to identify areas of improvement and develop solutions.

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Enforced quality assurance protocols to deliver ideal customer experiences.

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• Handled cash accurately and prepared deposits.

Mitigated business risks by working closely with staff members and assessing performance.

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Introduced new methods, practices, and systems to reduce turnaround time.

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Analyzed market trends and competitor activities to create competitive advantages.

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Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.

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Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

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Interacted well with customers to build connections and nurture relationships.

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Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

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Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.

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Culinary Manager, 12/2010 to 04/2020

Olive Garden - Gaffney, SC

Developed and implemented strategies to increase sales and profitability.

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• Formulated policies and procedures to streamline operations.

• Reported issues to higher management with great detail. Trained and guided team members to maintain high productivity and performance metrics.

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Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.

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Managed budget implementations, employee reviews, training, schedules, and contract negotiations.

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Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

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Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

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Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.

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• Monitored daily cash discrepancies, inventory shrinkage and drive-off. Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

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Scheduled employees for shifts, taking into account customer traffic and employee strengths.

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Developed and maintained relationships with customers and suppliers through account development.

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Trained new employees on proper protocols and customer service standards.

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Managed purchasing, sales, marketing and customer account operations efficiently.

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Implemented operational strategies and effectively built customer and employee loyalty.

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Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.

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Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

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Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.

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Verified prepared food met standards for quality and quantity before serving to customers.

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Maintained effective supply levels by monitoring and reordering food stock and dry goods.

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Implemented effective inventory control systems to reduce food spoilage and waste.

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• Oversaw food preparation and monitored safety protocols. Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department

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EDUCATION

05/1997

Crest High School - Shelby, NC

standards.

Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.

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Maintained kitchen hardware and repaired tools or ordered equipment.

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Motivated team of 45 employees to maintain high standards of food preparation and efficiency for 12 hours per shift.

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• Hired team members to work on high-demand team of professionals. Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.

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• Motivated staff to perform at peak efficiency and quality. Managed staff schedules and maintained adequate coverage for all shifts.

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Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.

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Monitored and adjusted pricing, discounts and promotions to maximize profitability.

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Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.

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Analyzed sales data to identify trends and adjust purchasing decisions accordingly.

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• Maximized quality assurance by completing frequent line checks. Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.

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Coordinated with catering staff to deliver food services for special events and functions.

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Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.

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• Developed unique events and special promotions to drive sales.

• Scheduled kitchen staff of 30-45 people.

• Purchased food and cultivated strong vendor relationships. Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.

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