Candy Basham
N chesterfield,Virginia
Summary
Dynamic Operations Manager with a proven track record at Uptown Alley, excelling in team leadership and operations management. Leveraged problem-solving and superb time management skills to enhance customer satisfaction and employee performance, achieving higher retention rates. Expert in employee relations, conflict resolution, and performance evaluations, consistently delivering projects within budget and time constraints.
Overview
25
25
years of professional experience
Work History
Operations Manager
Uptown Alley
02.2022 - 11.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Manager and Bartender
Hogshead Cafe
03.2020 - 01.2022
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Improved marketing to attract new customers and promote business.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Server
Server for 20 Years
01.2000 - 01.2020
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Checked guests' identification before serving alcoholic beverages.
- Increased sales significantly by upselling higher-end products to customers.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Processed orders and sent to kitchen employees for preparation.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Education
High School Diploma -
Ashbrook
Gastonia, NC01-1996
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations monitoring
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Staff management
- Management
- Operations oversight
- Policies and procedures implementation
- Employee motivation
- Staff development
- MS office
- Health and safety compliance
- Superb time management skills
- Onboarding and orientation
- Delegation
- Forecasting and scheduling
- Cross-functional communication
- Solutions development
- Performance evaluations
Timeline
Operations Manager
Uptown Alley
02.2022 - 11.2024
Manager and Bartender
Hogshead Cafe
03.2020 - 01.2022
Server
Server for 20 Years
01.2000 - 01.2020
High School Diploma -
Ashbrook
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