Summary
Overview
Work History
Education
Skills
Timeline
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Brittania Ponce

Brittania Ponce

Fairfield,CA

Summary

Dynamic leader with a proven track record at TexasRoadhouse, enhancing guest satisfaction and team productivity through effective service management strategies. Expert in food service management and fostering team development, I've driven significant improvements in service delivery and efficiency. Skilled in leveraging industry trends and technology to elevate customer service standards, my approach has consistently resulted in increased profitability and employee satisfaction.

Overview

21
21
years of professional experience

Work History

Service Management

TexasRoadhouse
05.2019 - Current
  • Enhanced guest satisfaction by promptly addressing and resolving service issues
  • Maintained excellent communication channels between stakeholders through regular meetings, status updates, reports presentation.
  • Streamlined workflow for better efficiency with a proactive approach to problem-solving and incident management.
  • Enhanced service delivery by implementing effective service management strategies and tools.
  • Participated in regular meetings with team members to discuss progress, challenges, and best practices in client service management.
  • Continuously sought opportunities for professional development within the field of customer service management, staying up-to-date on industry trends and advancements in technology to inform best practices in interaction reviews.
  • Contributed to process improvement efforts, identifying areas for optimization within existing service management procedures.
  • Enhanced team productivity by providing ongoing training on new tools and technologies for effective service management.
  • Mentored junior managers in best practices for customer service management, contributing to long-term employee development within the company.

Sales Associate

The Nugget Market
11.2018 - 05.2019
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Engaged with customers to build rapport and loyalty.

General Manager

Chevysfreshmex
01.2004 - 10.2018
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Managed budget implementations, employee evaluations, and contract details.

Education

High School Diploma -

Hogan High School
Vallejo, CA

Skills

  • Food service management
  • Product and service management
  • Guest service management
  • Quality of service management
  • Customer service management
  • Service recovery
  • Safety protocol management
  • Food services management

Timeline

Service Management

TexasRoadhouse
05.2019 - Current

Sales Associate

The Nugget Market
11.2018 - 05.2019

General Manager

Chevysfreshmex
01.2004 - 10.2018

High School Diploma -

Hogan High School

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Brittania Ponce