Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Brittni Borkenhagen

Las Vegas,NV

Summary

Dynamic General Manager with extensive experience at Ghirardelli Chocolate Co. and Wetzel's Pretzels LLC, excelling in customer service and sales oversight. Proven track record in leading teams, optimizing inventory management, and driving operational improvements, resulting in enhanced profitability and customer satisfaction. Skilled in conflict resolution and staff training, fostering a collaborative and high-performing work environment.

Overview

11
11
years of professional experience
1
1
Certification

Work History

General Manager

Wetzel's Pretsels LLC
Las Vegas, NV
08.2021 - Current
  • Oversee all aspects of store operations, ensuring profitability, high customer satisfaction, and adherence to company policies
  • Lead, train, and develop a team of 15+ employees, fostering a collaborative, positive, and customer-centric work environment
  • Manage inventory control, order placement, and stock rotation to optimize product availability and minimize waste
  • Handle day-to-day store financials including cash handling, profit & loss reports, and achieving sales goals
  • Ensure high standards of product quality and consistency in every aspect of production, from pretzels to beverages
  • Develop and maintain a high level of customer service, resolving customer issues or concerns with professionalism and care
  • Monitor and analyze store performance, implementing strategies for improvement based on sales data, customer feedback, and employee performance
  • Manage recruitment, hiring, and onboarding of new employees, ensuring effective training and compliance with company standards
  • Enforce health, safety, and sanitation policies, ensuring a clean and safe working environment for both employees and customers
  • Collaborate with district and regional management teams to align store goals with company-wide objectives
  • Regional-Level Responsibilities: Oversaw multiple store locations, implemented sales strategies, and ensured consistency in operations and customer experience across the region
  • Conducted regular site visits, providing actionable feedback to managers to drive operational improvements
  • Worked closely with upper management to execute regional initiatives and align stores with company goals

Store Manager

Ghirardelli Chocolate Company/Disney Studio Store
Las Vegas, NV/Los Angeles, CA
02.2014 - 03.2021
  • Managed daily store operations for Ghirardelli and Disney, ensuring smooth operations and high customer satisfaction.
  • Rotated merchandise and displays to showcase new products, promotions, and seasonal offerings.
  • Analyzed store trends using Micros/My Inventory to facilitate sales and operational planning.
  • Led and facilitated weekly store meetings, providing a platform for feedback, while reviewing sales promotions and inventory updates.
  • Managed supplier relationships, evaluating the quality, timeliness, and compliance of deliveries to ensure efficient operations.
  • Developed and implemented employee work schedules based on sales forecasts and staffing requirements, optimizing labor costs.
  • Oversaw the receiving and display of incoming products, ensuring alignment with planned promotions and seasonal events.
  • Fostered team collaboration, enhancing performance, and driving a culture of mutual success.
  • Directed the creation of product displays according to corporate planograms and promotional guidelines.
  • Managed payroll submissions for a team of 20 or more employees, ensuring timely and accurate processing.
  • Delivered exceptional customer service to generate repeat business, and maintain customer loyalty.
  • Monitored and maintained appropriate humidity and temperature conditions in climate-controlled areas to preserve product quality.
  • Maintained a strong knowledge of perishable product handling, particularly in fountain areas and stockrooms.
  • Supervised inventory control, cash control, and store POS procedures, including opening/closing duties, and register reconciliation.
  • Reported directly to district management on sales performance, staff issues, and financial targets.
  • Played a key role in opening new store locations in Texas and California, including staff hiring, training, and location setup.
  • Regional-Level Responsibilities: Coordinated across multiple store locations, ensuring all managers adhered to company policies, and met sales targets.
  • Provided feedback to senior management, and helped implement strategies across multiple stores.
  • Demonstrated continuous knowledge of the menu, including promotional products, and new flavors, to enhance customer service and training.

Education

Advanced Honors Diploma -

Arbor View HS
Las Vegas, NV
06.2013

Skills

  • Customer service
  • Sales forecasting
  • Inventory management
  • Operational planning
  • Professionalism
  • Leadership and team building
  • Communication skills
  • Reliability
  • Cash handling
  • Recruitment
  • Conflict resolution
  • Store operations
  • Teamwork
  • Sales oversight
  • Multimillion-dollar P&L management
  • Policy/program development
  • Continuous improvement
  • Change implementation
  • Staff training and development

Certification

  • Alcohol Awareness
  • ServSafe

References

References available upon request.

Timeline

General Manager

Wetzel's Pretsels LLC
08.2021 - Current

Store Manager

Ghirardelli Chocolate Company/Disney Studio Store
02.2014 - 03.2021

Advanced Honors Diploma -

Arbor View HS

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Brittni Borkenhagen