General Manager Customer Service

MONTSERRAT POSADA

Chicago, IL

**************@*****.***

+1-817-***-****

Work Experience

Restaurant General Manager

Buffalo Wild Wings Corporation - Chicago, IL

September 2022 to Present

· Responsible for customer satisfaction

· Resolves hospitality issues as they occur

· Manages employee payroll via Aloha (POS)

· Opened hired and trained staff for new location

· Responsible for Food Inventory and weekly ordering

· Hosts guests in the dining room on a day-to-day basis

· Manages employees schedules on Aloha POS system

· Supervises 25 plus employees during a shift

Restaurant General Manager

Grapes and Grains - Chicago, IL

July 2021 to September 2022

· Responsible for customer satisfaction

· Resolves hospitality issues as they occur

· Manages employee payroll via Toast (POS)

· Event Planner and Coordinator -managed and worked with groups and upselling

· Wine Inventory-Responsible for tracking Wine sales and reordering

· Hosts guests in the dining room on a day-to-day basis

· Coordinates internal special events and hiring talent for special shows and events

· Manages employees using Schedulefly software

· Supervises 15 plus employees during a shift

Restaurant General Manager

Drew’s on Halsted - Chicago, IL

May 2017 to July 2021

· Responsible for customer satisfaction

· Resolves hospitality issues as they occur

· Manages employee payroll via Clover and ADP

· Works with head chef daily to manage food inventory, oversees transactions made

· with Sysco and various providers

· Restocks produce and other food products weekly from Restaurant Depot

· Hosts guests in the dining room on a day-to-day basis

· Coordinates events, such as wedding dinners, birthday parties and cabaret shows

· Manages employee scheduling via Excel

· Supervises 20 plus employees during a shift

Metro PCS Cell Phone Store Owner

Zelluland Limited - Chicago, IL Fort Worth, TX

August 2010 to March 2017

· Advised customers about new models and assisted customers in determining which cell

· phone was suitable to their needs

· Managed hiring and training of new sales representatives

· Managed cell phone and accessory inventory and purchasing

· Oversaw employee payroll via QPay

· Provided outstanding customer service to clientele in person and over the phone Quality Control Manager

UCSM - Dallas, TX

July 2001 to August 2010

· Organized weekly sales reports for sales department to track product success

· Trained new employees quarterly

· Prevented store losses using attention to detail and awareness

· Created new processes and systems for increasing customer service satisfaction

· Proficient in various POS systems

Restaurant Assistant Manager

Lettuce Entertain You Enterprises - Chicago, IL

January 1997 to January 1999

· Ran the restaurant while the manager was not on duty

· Directed employees through their daily routines

· Ensured that customers were receiving a satisfactory experience

· Assumed responsibility for daily cash counts and deposits

· Interviewed and screened potential employees

Education

MASTER OF BUSINESS ADMINISTRATION in BUSINESS ADMINISTRATION McGill University - Montreal, Quebec, CA

June 1986

BACHELOR OF BUSINESS ADMINISTRATION in BUSINESS ADMINISTRATION Universidad Iberoamericana - Guanajuato, MX

June 1983

Skills

• Bilingual (English/Spanish) Microsoft Office Suite fluency

• Toast

• Clover

• Opentable

• Tock

• Resy

• Restaurant experience

• Banking

• Human resources

• Grocery store

• Presentation skills

• Marketing

• Conflict management

Certifications and Licenses

Food Handler Certification

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