Brooke Small
Sherwood,Arkansas
Summary
Restaurant management professional with 8+ years of experience leading high-volume, full-service operations. Proven ability to recruit, train, and retain strong teams, optimize daily operations, and deliver superior guest satisfaction in fast-paced environments. Skilled in labor and cost control, staff development, conflict resolution, and compliance with health and safety standards. Hands-on leader with a strong sense of urgency, excellent communication skills, and a track record of improving operational efficiency while fostering fun, positive workplace cultures.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Rep Support
JMS Fundraising
Remote
06.2023 - 09.2024
- Supervised and supported a remote team of 100+ fundraising reps across the U.S., delivering real-time coaching, performance feedback, and troubleshooting to ensure campaign success.
- Managed technical support and operational flow for 1,500+ fundraising campaigns, serving as the primary point of contact for reps and internal teams.
- Collaborated with the development team to improve internal SaaS platform functionality, contributing to increased system efficiency and rep productivity.
- Leveraged CRM tools, data dashboards, and analytics to monitor campaign performance and drive data-informed coaching strategies.
- Conducted remote onboarding and training for new reps, streamlining ramp-up time and reinforcing platform usage, compliance, and campaign protocol.
- Resolved escalated technical and customer issues quickly and professionally, ensuring continuity of service during high-volume fundraising events.
- Facilitated clear communication between remote teams and departments, enhancing transparency and response time across support channels.
Manager
Wings 'N' More
College Station, TX
11.2016 - 06.2023
- Hired, trained, and managed 60+ team members in a high-volume, fast-paced restaurant, maintaining a 90% staff retention rate and exceeding customer satisfaction targets.
- Oversaw daily operations including scheduling, payroll, inventory, and vendor relations, serving 500+ customers daily while meeting labor and cost control goals.
- Introduced cost-saving strategies that reduced food waste by 18%, directly leading to bonus eligibility for management post-pandemic.
- Delivered hands-on coaching, led performance evaluations, and resolved staff conflicts to foster a positive, high-performance team environment.
- Managed all front-of-house and back-of-house operations, ensuring compliance with health and safety regulations and improving operational efficiency.
- Conducted end-of-day reconciliation, managed safe and deposit procedures, and ensured all financial documentation met audit standards.
- Developed and implemented customer service procedures that boosted online review scores and increased repeat customer visits.
Teller
Texas Champion Bank
Pleasanton, TX
06.2015 - 09.2016
- Accurately processed high-volume financial transactions while maintaining strict compliance with banking policies and federal regulations.
- Delivered attentive customer support for account services, loan payments, and fraud prevention while upholding confidentiality and trust.
- Flagged and reported suspicious activity, working with fraud prevention teams to protect customer assets and ensure account security.
Manager in Training
Golden Chick
Pleasanton, TX
01.2013 - 09.2016
- Oversaw daily store operations and supervised up to 30 employees, enforcing company policies and maintaining a clean, efficient, and welcoming environment.
- Participated in leadership training focused on financial performance, team supervision, and customer satisfaction best practices.
- Assisted with inventory, payroll, and reporting duties while preparing for transition to full management responsibilities.
Shift Leader
Tex-Best Travel Center
Pleasanton, TX
03.2014 - 06.2015
- Supervised front-line employees during peak shifts, ensuring smooth store operations, customer satisfaction, and adherence to safety standards.
- Managed merchandising, inventory restocking, and shift scheduling to meet daily operational goals.
- Resolved customer inquiries and complaints with a focus on service quality and brand reputation.
Education
High School Diploma - undefined
Victory Learning Center
01.2013
Skills
- POS Systems
- Scheduling & Labor Management Software
- Inventory & Cost Control Systems
- Payroll & HR Platforms
- Microsoft Office / Google Workspace
- Health & Safety Compliance Systems
- Communication Tools
Hobbies and Interests
Pickle-Ball (Senior Citizen League), Paddle Boarding, Blood Donor
Certification
- Food Handlers Certification
- Alcoholic Beverage Servers Certification
CORE COMPETENCIES
- Team Leadership & Coaching
- Full-Service Restaurant Operations
- Recruiting, Hiring & Training
- Scheduling & Labor Management
- Inventory & Cost Control
- Food Safety & Sanitation Compliance
- Guest Satisfaction & Retention
- Conflict Resolution & Staff Development
- Payroll & Vendor Relations
- High-Volume Service Management
KEY HIGHLIGHTS
- Team Development & Retention: Built and led a high-performing team of 60+, maintaining a 90% retention rate in a high-turnover industry.
- Operational Excellence: Successfully managed daily FOH and BOH operations in a 500+ guest/day full-service restaurant.
- Cost & Waste Reduction: Implemented food cost controls that reduced waste by 18%, directly supporting profitability.
- Guest Experience: Developed and enforced service procedures that increased positive online reviews and repeat business.
- Leadership & Coaching: Known for hands-on leadership style, strong conflict resolution, and coaching staff to exceed performance expectations.
- Compliance & Safety: Consistently passed health and safety inspections.
Timeline
Rep Support
JMS Fundraising
06.2023 - 09.2024
Manager
Wings 'N' More
11.2016 - 06.2023
Teller
Texas Champion Bank
06.2015 - 09.2016
Shift Leader
Tex-Best Travel Center
03.2014 - 06.2015
Manager in Training
Golden Chick
01.2013 - 09.2016
High School Diploma - undefined
Victory Learning Center