Summary
Overview
Work History
Education
Skills
Certification
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Shantelai Gilliam

Merrillville,IN

Summary

Over 10+ years Result-driven and detail-oriented management professional with a proven track record of successfully leading teams to achieve company goals. Possess a strong background in strategic planning, project logistic management, and employee development. Skilled in problem-solving, decision-making, and fostering a positive work environment. Seeking to leverage leadership experience and expertise to drive business growth and deliver exceptional results for a forward-thinking organization.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Restaurant Success Manager

Pappas Inc.
02.2023 - Current
  • Oversaw day-to-day operations, including scheduling, inventory management, and ensuring compliance with health and safety regulations
  • Created and maintained vendor relationships to ensure quality products and timely deliveries
  • Developed and implemented training programs resulting in a 20% increase in customer satisfaction scores
  • Led a team of 40+ staff members to consistently exceed sales goals by 15% each quarter
  • Carefully interviewed, selected, trained, and supervised staff.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Developed, implemented, and managed business plans to promote profitable food and beverage sales.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
  • Motivated staff to perform at peak efficiency and quality.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Underwriter

Carvanna
01.2022 - 01.2023
  • Analyzed financial and credit data to assess risk and determine loan approval or denial
  • Reviewed complex loan applications and made recommendations based on underwriting guidelines
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Determined and documented loan conditions and communicated requirements and decisions.
  • Built strong relationships with lenders, brokers and clients for constructive communications.
  • Made approval and denial recommendations by determining accurate risk levels.
  • Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
  • Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
  • Collaborated with other professionals to develop innovative underwriting solutions.
  • Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
  • Learned and adapted quickly to new technology and software applications.

Food & Beverage Manager

Blue Chip Casino
06.2014 - 04.2021
  • Developed and implemented innovative food and beverage menus, resulting in a 15% increase in overall revenue
  • Conducted regular staff training sessions to enhance product knowledge and improve upselling techniques
  • Maintained strong relationships with vendors and suppliers to negotiate favorable pricing and maintain quality standards
  • Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
  • Responded to customer complaints, addressing concerns, and distress with amicable interactions.
  • Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
  • Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.
  • Developed ongoing training initiative to improve beverage knowledge of serving employees.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • Motivated staff to perform at peak efficiency and quality.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Purchased food and cultivated strong vendor relationships.

Education

Associates - Applied Science

Harrison College
Indianapolis
12-2012

Skills

  • Interpersonal communication
  • Problem solving
  • Conflict resolution
  • Time management
  • Leadership
  • Customer Service
  • Logistics
  • Onboarding
  • Client account management
  • Staff development
  • Detailed oriented

Certification

Custom Section

Timeline

Restaurant Success Manager

Pappas Inc.
02.2023 - Current

Underwriter

Carvanna
01.2022 - 01.2023

Food & Beverage Manager

Blue Chip Casino
06.2014 - 04.2021

Associates - Applied Science

Harrison College

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Shantelai Gilliam