General Manager Customer Care

Julia Hatfield

SUMMARY

Highly motivated and driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations, customer care, animal care and team development.

Strong ability to drive profits, control costs and achieve continuous process improvement. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.

EXPERIENCE

Boot Barn – Store Manager

Scottsdale, AZ 12/27/2021 – 9/28/2022

•Evaluated financial statements and reports to monitor overall store and growth performance to devise solutions for improvement and cost reduction.

•Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.

•Performed daily tasks pertaining to customer accounts, including purchasing, sales and marketing to increase service and efficiency.

•Built and maintained loyal, long-term customer relationships through effective account management.

•Oversaw all corporate communications to streamline data and information sharing initiatives.

•Formalized operational systems and procedures by developing and introducing employee handbook, detailed job descriptions and work-flow plans.

•Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

•Empowered staff members to contribute to continuous improvement, quality and growth of company.

Petco - General Manager

Queen Creek, AZ • 01/2005 - Current

CONTACT

****************@*******.*** 480-***-****

Mesa, AZ 85206

SKILLS

•Cross-functional team management

•Performance improvements

•Sales team development

•Policy/program development

•Evaluated financial statements and reports to monitor overall store and growth performance to devise solutions for improvement and cost reduction.

•Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.

•Performed daily tasks pertaining to customer accounts, including purchasing, sales and marketing to increase service and efficiency.

•Built and maintained loyal, long-term customer relationships through effective account management.

•Oversaw all corporate communications to streamline data and information sharing initiatives.

•Formalized operational systems and procedures by developing and introducing employee handbook, detailed job descriptions and work-flow plans.

•Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.

•Empowered staff members to contribute to continuous improvement, quality and growth of company.

• Supervision and training

•Staff supervision

•Client relations

•Troubleshooting expertise

•Leadership and team building

•Calm under pressure

•Communication skills

•Inventory management

•Sales expertise

EDUCATION AND TRAINING

High School Diploma San Jacinto High School

Cathedral City • 05/2001

required for complete service.

•Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.

•Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.

•Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.

•Completed opening and closing checklists by emptying trash, safeguarding alcohol and polishing silverware.

•Stocked server areas with supplies before, during and after shifts to boost performance of serving staff.

•Prepared salads and appetizers and set up garnish stations to back up kitchen staff.

•Increased sales of key menu items through effective upselling.

•Minimized customer wait times by efficiently taking and filling large volume of orders each day.

Ruby's Diner - Hostess

Palm Springs, CA • 01/1998 - 01/2002

•Delivered outstanding service and support from initial interaction to final departure, maintaining loyal clientele.

•Greeted guests entering restaurant and gathered information to seat groups or place on waitlist, distributing pagers to waiting guests.

•Supported management by helping resolving customer service and food-related issues to maintain guest satisfaction.

•Walked through dining room during service to monitor guest satisfaction and advise servers and bussing staff of specific service needs.

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