Caroline Capps
Selma,NC
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques. Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
19
19
years of professional experience
Work History
Operations Manager
Legacy Flooring LLC
Raleigh, NC
06.2020 - Current
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Performed cost analysis for various projects to determine budget requirements.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Delegated work to staff, setting priorities and goals.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Organized and scheduled crews for each job, ensuring that all necessary materials were available prior to commencement of work.
- Developed and implemented operational procedures to ensure quality standards are met.
- Provided coaching and mentorship programs for staff members.
Hospitality /Restaurant Bar Manager
TGI Fridays
Garner, NC
11.2017 - 06.2020
- Conducted weekly inventory, placed orders for liquor and beer, and tracked stock levels to ensure adequate supply.
- Resolved customer complaints or concerns in a timely manner while maintaining composure under pressure.
- Created monthly schedules for bar staff based on anticipated business volume.
- Developed marketing strategies designed to increase revenue from beverage sales.
- Established relationships with local distributors to secure competitive pricing on products purchased.
- Maintained detailed inventory of bar supplies and stocked work areas.
- Controlled labor costs by adjusting schedules and workflows to align with anticipated customer demands.
- Complied with health codes, sanitation requirements, and license regulations while streamlining productivity initiatives.
- Resolved escalated customer complaints to maximize satisfaction and loyalty.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Oversaw food preparation, production and presentation according to quality standards.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Created detailed reports on daily, weekly, and monthly sales activity.
- Developed key customer relationships to increase sales.
- Conducted market research to identify selling possibilities and evaluated customer needs actively.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
Bartender /Crew Shift Leader
TGI Fridays
Garner, NC
08.2013 - 11.2017
- Greeted customers and provided excellent customer service.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Processed payments accurately and efficiently with POS system.
- Resolved customer complaints in a professional manner.
- Performed opening and closing duties including restocking supplies.
- Managed cash drawer at the end of each shift ensuring accuracy of funds received.
- Trained new bartenders on drink preparation and upselling techniques.
- Provided exceptional customer service and maintained a positive attitude throughout the shift.
- Assisted general manager with operations game plan and company initiatives implementation.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance, and customer relationships.
Server
TGI Fridays
Garner, NC
08.2008 - 08.2013
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Took orders from customers accurately and in a timely manner.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Performed opening and closing duties such as setting up the dining area, restocking supplies..
- Monitored performance of trainees throughout the course duration to identify areas for improvement.
Head Waiter /Restaurant Hostess
Cracker Barrel
Smithfield, NC
10.2005 - 08.2008
- Greeted customers and escorted them to their tables.
- Trained new waiters on food service procedures and customer service standards.
- Took initiative to anticipate guest needs before they arose, ensuring excellent customer service at all times.
- Adhered to cash handling policies when accepting payments from customers.
- Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
- Provided exceptional service to high volume of daily customers.
- Took accurate food and drink orders, using a POS ordering software system.
Education
High School Diploma -
Smithfield Selma High
Smithfield, NC06-2009
Some College (No Degree) - Diagnostic Medical Sonography
Johnston Community College
Smithfield, NCSkills
- Program Administration
- Business Planning
- Process Improvement
- Performance reporting
- Business Development
- Maintenance Planning
- Inventory Management
- Marketing
- Customer Service
Timeline
Operations Manager
Legacy Flooring LLC
06.2020 - Current
Hospitality /Restaurant Bar Manager
TGI Fridays
11.2017 - 06.2020
Bartender /Crew Shift Leader
TGI Fridays
08.2013 - 11.2017
Server
TGI Fridays
08.2008 - 08.2013
Head Waiter /Restaurant Hostess
Cracker Barrel
10.2005 - 08.2008
High School Diploma -
Smithfield Selma High
Some College (No Degree) - Diagnostic Medical Sonography
Johnston Community College
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