General Manager Customer Service

Carleen O'Boyle

Lake Dallas TX 214-***-**** **********@*****.***

Personal Summary

Dynamic and results-oriented General Manager with a proven history of success at Marco's Pizza. Expertise in driving operational excellence through effective leadership, inventory control, and process improvements. Spearheaded food safety initiatives and streamlined inventory management systems, resulting in enhanced efficiency and cost savings. Demonstrated ability to foster strong community ties and build customer loyalty, contributing to a top 30 ranking out of 300 competitors. Strong communicator with a focus on team development, customer satisfaction, and continuous operational growth. Committed to achieving and exceeding company goals while maintaining high standards of service and performance. Areas of Expertise

Leadership

Communication

Problem-Solving

Inventory Control

Marketing and Sales

Staff Management

Time management

Conflict Resolution

Financial Management

Food Safety and Sanitation

Point of Sale (POS) Systems

Customer Service Management

Professional Experience

MANAGER 12/2020 - 12/2024

Chubby's Restaurant - Dallas, TX

Oversee all Front of House (FOH) responsibilities, ensuring smooth daily operations and excellent service. Foster positive customer relations by addressing concerns, and ensuring satisfaction throughout their experience. Maintain high standards of quality control, ensuring all products and services meet company expectations. Develop and implement effective training procedures for FOH staff, enhancing skills and performance. Monitor and assess FOH staff performance, providing guidance and support to maintain consistency, and improve service. GENERAL MANAGER 11/2019 - 11/2020

Tom's Burgers and grill - Arlington, TX

Managed all front-of-house (FOH) duties, ensuring efficient and smooth service operations. Developed and implemented a new training process for servers, improving staff performance and consistency. Conducted thorough quality checks on food, ensuring proper plating, and adherence to standards. Assisted with inventory management, tracking supplies, and ensuring stock levels were maintained. Supported payroll processing, ensuring accuracy and timely completion of staff payments. GENERAL MANAGER 10/2017 - 10/2019

Soulmans Barbeque - Allen, TX

I began training in October 2017, gaining comprehensive knowledge of all policies and procedures, and I worked as a Substitute GM across all four locations: Addison, Allen, South Lake, and Hurst. Transitioned to the Allen location as my primary store, taking on various managerial responsibilities. Provided excellent customer service, managed inventory, and handled pit and block management, ensuring smooth operations. Oversaw smoking meats, cooking foods, and slicing, while managing labor and food costs to maintain profitability. Led employee staffing, training, discipline, and catering efforts, while focusing on retaining guests and rebuilding trust through accurate order fulfillment.

GENERAL MANAGER 01/2015 - 10/2017

Marco's Pizza - Lewisville, TX

Delivered exceptional management and leadership for a high-performing restaurant with weekly sales exceeding $20,000, contributing to staffing and operational decision-making. Built strong relationships within the local community, fostering brand loyalty through targeted sales, customer service, and marketing initiatives.

Led the implementation of food safety and sanitation practices, ensuring adherence to the highest industry standards. Successfully reorganized inventory storage, reducing errors, minimizing overstocking, and streamlining waste management to improve profitability.

Mentored, trained, and developed a top-class restaurant team, equipping staff with the skills necessary to manage a high-volume restaurant operation effectively.

GENERAL MANAGER 01/2014 - 01/2015

Nestle Tollhouse Cafe - Lewisville, TX

Project managed the opening of the establishment, including hiring an entire operations team and establishing key administrative processes such as financial reporting and cash control. Oversaw ongoing restaurant operations, ensuring effective staff training, scheduling, and exceptional customer service. Conducted a thorough analysis of food and beverage costing, staffing, menu development, and demographics to ensure the long-term sustainability of the operation.

Designed and implemented efficient scheduling processes, ensuring the restaurant was always fully staffed and operational. Established comprehensive inventory management protocols, ensuring consistent food and beverage supply, and created detailed training and operating manuals for staff across various roles and policies. ASSISTANT MANAGER 01/2013 - 01/2014

Dairy Queen - The Colony, TX

Directed the daily operations of a successful Dairy Queen franchise, overseeing team workflow and customer service initiatives to ensure smooth operations.

Developed strong community support and drove revenue growth by utilizing dynamic customer engagement strategies. Achieved two promotions within the organization, reflecting dedication and performance. Managed all administrative and operational requirements, including resource allocation, customer relations, community engagement, and staff training.

Collaborated with the owners to update the menu regularly, ensuring a consistent dining experience through detailed analysis of costing, pricing, and sales figures.

GENERAL MANAGER 01/2010 - 01/2013

Braum's Ice Cream & Dairy Store - Irving, TX

Rapidly advanced through roles from Assistant Manager to General Manager, achieving exceptional results, including driving the store to a top 30 ranking out of 300 competitors. Established health, safety, and sanitation protocols that improved the restaurant's rating from D+ to A+ within just 6 weeks. Led daily restaurant operations, overseeing staff training, workflow management, customer service, marketing, sales, cash management, and general administration.

Developed strong relationships with customers, fostering repeat business, referrals, and a stellar reputation for excellence in the local community.

Implemented strategies that improved overall performance, contributing to both high operational standards and customer satisfaction.

Areasofexpertise

Team Leadership, Confident, motivated, and organized supervisor and contributor. Accustomed to overseeing workflow within dynamic environments involving heavy staff changeover. Proven success implementing effective training programs to maximize staff potential.

Operations Support, Diverse background in finance, human resources, inventory management, IT, and security. Readily able to transition from one critical task to another to address urgent/emerging needs. Creative problem solver with a reputation for cost efficiency.

Effective Communication, Proven strengths in relationship development, problem resolution, and customer engagement. Outstanding capacity to assess client needs and ensure outstanding satisfaction. Additional Strengths, Rapidly learn, comprehend, and apply new software.

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