Customer Service Operations Manager

Amanda Bonilla

West Point, GA *****

706-***-**** *************@*****.***

Summary

Reliable Manager demonstrating a high level of ownership and initiative. Possessing an exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering a knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. A hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

A self-motivated Operations Manager is successful in collaborating with consultants, area leaders, and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with a solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.

Experience

Lacosta - West Point, GA September 2023 - Current

Operations Manager

Performed cost analysis for various projects to determine budget requirements.

Analyzed data from daily reports to identify trends in production performance metrics.

Established effective relationships with vendors to negotiate pricing and secure materials needed for production.

Resolved customer complaints promptly while ensuring customer satisfaction remained at optimal levels.

Managed staffing needs through recruitment, selection, onboarding and training, and disciplinary action as necessary.

Recruited, hired, and trained crew members on the application of projects, customer relations, and customer service.

Addressed customer concerns with suitable solutions.

Managed scheduling, training, and inventory control.

Prepared staff work schedules and assigned team members to specific duties.

McDonald's Restaurant - Newnan, GA Sales $1.5 million July 2018 - August 2023

Manager

Started as an hourly employee promoted after 4 months to restaurant manager.

Maintain a food variance of 1.5% and labor cost of less than 3% of the target.

Responsible for doing the weekly scheduling and truck ordering.

Developed and implemented strategies to increase customer satisfaction and loyalty.

Created monthly reports for senior management summarizing operational performance

metrics.

Scheduled interviews for potential candidates and conducted reference checks before hire.

Monitored staff performance and addressed issues.

Enforced customer service standards and resolved customer problems to uphold quality service.

Trained employees in additional job positions to maintain coverage of roles.

Manage time and attendance logs in preparation for payroll.

Resolved customer inquiries and complaints requiring management-level escalation.

Burger King – LaGrange, GA March 2018 – August 2018

Manager

Hired as Assistant Manager. Spent the first 2 days with the General Manager to start the management training program. After the first 2 days moved to the evening shifts and were being trained by the shift managers of the restaurant. Continued to ask to continue to complete her training program with a qualified and certified trainer. After 6 months she finally gave her 2 weeks’ notice and accepted the management position with McDonald’s.

Lacosta - West Point, GA February 2017 - September 2018

Laborer

Responsible for all maintenance of cleaning of all clients assigned. Such As sweeping and mopped floors, vacuumed carpets, dusting surfaces cleaned bathrooms, including toilets, sinks, countertops, mirrors, and floors.

Education and Training

March 2005

Cornerstone Christian Correspondence School Townsend, GA

GED

Certification

Basic first aid and adult, child, and infant CPR, AED

Language

English; Spanish

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