General Manager Customer Service
Resume:
Mary Roberson
Farmers Branch, TX *****
************@*****.***
Professional Summary
Versatile general manager with 15+ years of experience in the restaurant industry, specializing in operations management and team leadership. Proven track record of enhancing customer satisfaction and achieving sales targets through effective staff training and engagement initiatives. Skilled in financial performance analysis and implementing best practices for operational excellence. Successfully led teams of up to 25 employees, fostering a positive work environment and driving continuous improvement across all departments.
Willing to relocate to: Plano, TX - Dallas, TX - Addison, TX Authorized to work in the US for any employer
Work Experience
General Manager
Five Guys-Dallas-Fort Worth, TX
July 2023 to Present
• Oversaw all aspects of daily operations, including staff management, customer service, and financial performance
• Led a team of 25 employees at multiple locations, providing guidance, training, and support to ensure high levels of productivity and performance
• Established strong relationships with key stakeholders such as suppliers, vendors, and customers to enhance business partnerships
• Analyzed market trends and competitor activities to identify opportunities for improvement and innovation
• Achieved sales targets consistently by implementing targeted promotions and upselling techniques
• Created employee schedules that ensured adequate staffing levels during peak hours while controlling labor costs
• Conducted regular performance evaluations for staff members, identifying areas for improvement and providing constructive feedback
• Ensured compliance with health and safety regulations by conducting regular inspections and implementing corrective actions when necessary
• Resolved customer complaints promptly and effectively to maintain high levels of customer satisfaction
• Collaborated with the finance department on budgeting processes to achieve financial objectives
• Improved employee retention rates through the implementation of employee engagement initiatives
• Instituted quality control measures ensuring consistent delivery of high-quality products/services
• Drove continuous improvement efforts across departments resulting in increased efficiency
• Managed and resolved conflicts among team members to maintain a positive work environment
• Increased customer satisfaction ratings by implementing new service standards
• Drove operational excellence through the implementation of best practices across all departments Multi-Store Manager
Helen's Hot Chicken-Lewisville, TX
December 2019 to October 2023
• Oversaw the operations of multiple units, ensuring consistent delivery of high-quality products and services
• Managed a team of 3 managers and 25 employees across multiple locations
• Developed and implemented standardized operating procedures to improve efficiency and productivity across all units
• Implemented training programs to enhance employee skills, resulting in improved customer service ratings
• Conducted regular performance evaluations for managers and staff members, providing feedback for professional development
• Collaborated with cross-functional teams to develop new product offerings based on market trends and customer preferences
• Implemented technology solutions such as POS systems or inventory management software to streamline operations
• Identified areas for improvement within each unit's operations and implemented corrective actions accordingly
• Developed budgets for each unit, monitoring expenses closely to meet financial targets
• Coordinated the opening of new units including hiring staff, ordering equipment/supplies, and ensuring smooth launch
• Increased employee engagement levels through recognition programs or team-building activities
• Resolved escalated customer complaints or issues that could not be resolved at the unit level
• Conducted market research to identify potential expansion opportunities in new locations/territories
• Mentored managers on leadership skills, fostering their professional growth within the organization
• Collaborated with HR department on recruitment, selection, and onboarding of new managers and staff members
• Developed and implemented strategies to improve employee retention rates across all units
• Implemented safety protocols across all units to maintain a safe working environment for employees and customers
• Monitored industry trends, competitor activities, and customer preferences to stay ahead of the market Cherry Picker/Forklift Operator
Amazon-Haslet, TX
September 2019 to March 2020
• Operated cherry picker forklift to safely and efficiently move materials and products within the warehouse
• Utilized RF scanners to accurately locate, pick, and pack items for shipment
• Loaded and unloaded trucks using the cherry picker forklift, ensuring proper stacking and securing of goods
• Adhered to safety protocols at all times, including wearing appropriate personal protective equipment
(PPE)
• Collaborated with team members to optimize workflow efficiency in a fast-paced environment
• Performed routine maintenance on the cherry picker forklift, such as checking fluid levels and inspecting equipment for any defects or malfunctions
• Followed company policies and procedures regarding product handling, storage, and quality control
• Demonstrated strong attention to detail when verifying item quantities against order documentation before packing them onto pallets
• Maintained cleanliness and organization within assigned work areas, contributing to overall warehouse efficiency
• Identified and reported any equipment malfunctions or safety hazards promptly to ensure a safe working environment
• Supported cross-functional teams during peak periods by assisting with general warehouse duties as needed
Lead Bartender/Bar Manager
Jays Daiquiris-Raceland, LA
April 2015 to September 2019
• Managed bar operations during high-volume periods, effectively coordinating staff schedules and ensuring smooth workflow
• Conducted performance evaluations for bartenders on a regular basis, identifying areas for improvement and providing constructive feedback
• Organized monthly inventory audits to monitor stock levels accurately and identify any discrepancies or theft issues
• Resolved customer complaints promptly and professionally, maintaining high levels of customer satisfaction
• Implemented cross-training program for bartenders to enhance their skills in mixology techniques and product knowledge
• Ensured compliance with all health and safety regulations, conducting regular inspections and staff training sessions
• Created signature cocktails that became top sellers, contributing to overall revenue growth
• Trained new bartenders on drink recipes, proper techniques, and customer service standards
• Implemented cost-saving measures such as portion control and waste reduction strategies
• Provided exceptional customer service by promptly addressing any concerns or issues raised by patrons
• Organized special events including themed nights, live music performances, and guest bartender appearances to attract new customers
• Utilized POS system efficiently for accurate order processing and payment transactions
• Managed cash handling procedures including opening/closing registers, reconciling cash drawers, and preparing bank deposits daily/weekly/monthly basis as required by company policy
• Performed regular maintenance tasks on bar equipment such as cleaning draft lines or replacing kegs ensuring optimal functionality
• Maintained cleanliness of the bar area according to health department guidelines resulting in zero violations during routine inspections
• Assisted management in creating employee schedules based on forecasted business volume while optimizing labor costs
• Increased customer satisfaction scores through effective communication and problem-solving skills Call Center Customer Service Representative
CMI Group-Carrollton, TX
June 2011 to March 2015
• Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information
• Participated in regular team meetings to discuss challenges, share best practices, and collaborate on solutions for improving overall performance
• Implemented proactive measures such as follow-up calls or emails to ensure customer satisfaction after issue resolution
• Managed irate or upset customers with empathy and professionalism to de-escalate situations effectively
• Consistently met or exceeded individual performance metrics including call quality, average handle time, and first-call resolution rate
• Collaborated with cross-functional teams to escalate complex issues and ensure prompt resolution for customers
• Utilized CRM software to accurately document customer interactions and update account information Shift Manager
Boston Market-Dallas, TX
August 2009 to March 2015
• Ensures all processes and procedures are followed in the absence of other management staff.
• Leads with integrity and focuses on the Company's mission and values: Simplify life for our guests by creating awesome rotisserie meals, served quickly by warm and friendly people.
• Maintains a positive working relationship and treats all employees with respect while providing clear and consistent direction to crew members as needed during the work day to ensure operational excellence is consistently executed.
• Maximizes profits by managing P&L controllable items such as labor, foot cost and supplies.
• Maintains sparkling clean restaurants and ensures QSC standards are achieved.
• Creates delightful positive dining experiences by delivering a high level of service and ensuring all crew members engage in conversations with guests to understand their needs and exceed their expectations.
• Upholds sales and service techniques to ensure a great guest experience.
• Ensures crew members follow recipes and instructions to accurately prepare all orders.
• Ensures crew members are extremely accurate with weights and measurements for all recipe items.
• Ensures crew members work at a pace to maintain restaurant's established speed of service guidelines.
• Ensures workstations are clean at all times.
• Ensures cashiers follow cash handling procedures at all times.
• Executes proper security, cash handling and control procedures and holds cashiers accountable to adhering to policies and procedures.
• Ensures crew members monitor dining room, restroom, parking lot, and overall facility cleanliness.
• Ensures compliance with employment law, safety regulations, and all company policies and procedures during all shifts.
• Effectively handles and manages confidential and sensitive information.
• Strives to create and maintain a diverse team.
• Performs other duties as required and assigned.
Education
Some college in General Studies
North Lake College - Irving, TX
August 2008 to May 2011
High school diploma
W T White High School - Dallas, TX
August 2004 to June 2008
Skills
• Restaurant Experience
• Customer relationship management
• Relationship management
• Account management
• Cash handling
• Negotiation
• Interviewing
• Office management
• Typing
• Restaurant experience
• Guest services
• Continuous improvement
• Supervising Experience
• Sales
• Supervising experience
• Shift management
• Training & Development
• Leadership
• POS
• Hospitality
• Restaurant Management
• Management
• Team management
• Research
• Food handling
• Merchandising
• Food Preparation
• Senior leadership
• Kitchen Management Experience
• Office Management
• Kitchen Experience
• Customer service
• Operations Management
• Cash register
• Cooking
• Guest relations
Certifications and Licenses
ServSafe
Driver's License
April 2019 to March 2025
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