Carla Hansen
SIOUX CITY,IA
Summary
Customer-oriented general manager with several years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen. Service-oriented professional focused on delivering exceptional customer experiences to drive consistent revenue growth. Coordinates resources to meet expected business and customer demands. Sales expert, organized decision-maker and strategic planner with top-notch interpersonal and communication skills. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
10
10
years of professional experience
Work History
General Manager
ICKEY NICKEL
Sioux City, IA
08.2023 - Current
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Ensured compliance with local health department regulations regarding food safety standards.
- Recruited, interviewed and hired qualified staff for open positions.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Supervised employees through planning, assignments, and direction.
- Trained employees on duties, policies and procedures.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Administered employee discipline through verbal and written warnings.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Ordered and maintained an adequate supply of alcoholic beverages, glassware, garnishes, ice, napkins, straws and other items needed for drinks.
- Resolved customer complaints regarding quality of food or beverage service in a timely manner.
- Maintained cleanliness standards throughout the bar area including countertops, shelves and equipment.
- Assisted with planning special events such as wine tastings or cocktail parties.
- Monitored the performance of bartenders to ensure that all customers received prompt service in a courteous manner.
- Managed bar staff, trained new hires, and implemented disciplinary procedures when necessary.
- Ensured compliance with local health codes regarding food storage temperatures or alcohol serving guidelines.
- Developed drink recipes and menus to meet customer preferences while optimizing profitability.
- Assisted in developing menus featuring seasonal ingredients from local suppliers.
- Restocked beer and liquor regularly and after special events.
- Complied with health codes, sanitation requirements, and license regulations while streamlining productivity initiatives.
- Maintained detailed inventory of bar supplies and stocked work areas.
- Stayed up-to-date on latest mixology trends, bar equipment, and sanitation standards.
- Controlled labor costs by adjusting schedules and workflows to align with anticipated customer demands.
- Poured wine, beer and cocktails for patrons.
- Resolved escalated customer complaints to maximize satisfaction and loyalty.
- Planned and coordinated special events to boost customer numbers and profits.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Inspected dining and serving areas for cleanliness and proper setup.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Distributed food to service staff for prompt delivery to customers.
Sales Associate
ROOSTERS HARLEY DAVIDSON
Sioux City, IA
08.2020 - 07.2023
- Organized stockroom shelves according to size, color or style.
- Demonstrated product features and benefits for customers' needs.
- Processed credit card transactions quickly and securely.
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Processed transactions using a point-of-sale system.
- Upsold additional items based on customer interests and needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Conducted inventories on a regular basis to track stock levels.
- Maintained cleanliness of store environment including floors, windows, displays.
- Maintained up-to-date knowledge of store merchandise and policies.
- Handled customer complaints in a professional manner.
- Provided accurate information about products, prices and services.
- Attended weekly team meetings to review performance goals and objectives.
- Developed trusting relationships with customers by making personal connections.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Helped customers find specific products, answered questions, and offered product advice.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Built and maintained relationships with peers and upper management to drive team success.
- Answered incoming telephone calls to provide store, products and services information.
- Assisted in visual merchandising, creating appealing displays that capture customer interest.
- Organized store by returning merchandise to proper areas and restocked displays.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
General Manager
ICKEY NICKEL
Sioux city, IA
06.2018 - 07.2021
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Ensured compliance with local health department regulations regarding food safety standards.
- Recruited, interviewed and hired qualified staff for open positions.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Supervised employees through planning, assignments, and direction.
- Created schedules and monitored payroll to remain within budget.
- Trained employees on duties, policies and procedures.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Administered employee discipline through verbal and written warnings.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Provided technical support during events such as audio, visual equipment setup, operation and troubleshooting.
- Created floor plans, seating arrangements, and other visuals as needed for each event.
- Scheduled and attended pre-event meetings with clients to discuss event details and objectives.
- Coordinated and managed vendors for events, ensuring all vendor requirements were met in a timely fashion.
- Organized catering services by selecting menu items, negotiating prices, ordering food and beverages, setting up buffet areas.
- Liaised between clients and company to verify contract fulfillment.
- Conducted weekly team meetings to discuss performance issues and provide feedback.
- Developed strategies for improved operational efficiency and customer satisfaction.
Director of Sales
HOLIDAY INN SIOUX CITY
Sioux City, IA
03.2015 - 02.2017
- Utilized CRM systems to track leads, manage accounts and monitor competitor activity.
- Collaborated closely with other departments on cross-functional projects.
- Negotiated contracts with vendors, suppliers, distributors and other businesses.
- Resolved customer complaints quickly by providing satisfactory solutions or refunds.
- Pursued sales deals by qualifying clients, building individualized proposals, and preparing final contracts.
- Established and maintained relationships with key clients to ensure high levels of satisfaction and repeat business.
- Coordinated with the finance department to develop pricing strategies and manage invoicing issues.
- Created floor plans, seating arrangements, and other visuals as needed for each event.
- Monitored guest satisfaction levels throughout the duration of an event.
- Handled customer service inquiries related to specific events or venues.
- Scheduled and attended pre-event meetings with clients to discuss event details and objectives.
- Organized catering services by selecting menu items, negotiating prices, ordering food and beverages, setting up buffet areas.
- Handled client questions and concerns via different communication channels to deliver exceptional customer service.
- Helped with end-to-end event planning process through meetings, walk-throughs and day-of execution.
- Coordinated plans and specific event needs with internal personnel.
Crew Leader
City of Sioux City
Sioux City, CA
01.2015 - 02.2016
- Directed team of 10-15 crew members in daily operations and assigned tasks.
- Developed work schedules to ensure adequate staffing levels.
- Reviewed blueprints and plans prior to beginning a job to ensure accuracy of measurements and specifications.
- Organized inventory of supplies necessary for job completion; ordered additional materials when needed.
- Managed multiple employees in various job tasks throughout phases of project completion.
- Delegated daily tasks to team members to optimize group productivity.
- Organized crew placement per job function when assigning work.
- Developed event themes and concepts to ensure successful execution of events.
- Collaborated with clients to identify their goals and expectations from the event.
- Designed event themes and coordinated decorations, audio and visual equipment, and promotional materials to enhance event atmosphere.
- Coordinated and allocated equipment, supplies and staff for events.
Education
Associate of Science - Nursing
Western Iowa Tech Community College
Sioux City, IA04-1995
High School Diploma -
HEELAN HIGH SCHOOL
Sioux City, IA05-1986
Skills
- Service Quality Improvement
- Quality Management
- Loss Prevention
- Schedule Management
- Staff Supervision
- Customer Relations
- Staff Training
- Vendor Partnerships
- Leader
Timeline
General Manager
ICKEY NICKEL
08.2023 - Current
Sales Associate
ROOSTERS HARLEY DAVIDSON
08.2020 - 07.2023
General Manager
ICKEY NICKEL
06.2018 - 07.2021
Director of Sales
HOLIDAY INN SIOUX CITY
03.2015 - 02.2017
Crew Leader
City of Sioux City
01.2015 - 02.2016
Associate of Science - Nursing
Western Iowa Tech Community College
High School Diploma -
HEELAN HIGH SCHOOL
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