Donna Johnson
Freehold,NJ
Summary
Results-driven Senior Store Manager recognized for enhancing productivity and achieving operational efficiency. Demonstrated expertise in team leadership, customer service excellence, and new hire training, contributing to the advancement of employees to Senior Store Manager positions. Strong communication, problem-solving, and adaptability skills ensure seamless operations and elevated customer satisfaction.
Overview
27
27
years of professional experience
Work History
Senior Store Manager/District New Hire Trainer
Mattress Firm Holding
Shrewsbury, NJ
12.2018 - Current
- Utilized excellent verbal communication to uncover customer needs.
- Monitored inventory levels.
- Motivated and supervised staff to ensure productivity and customer satisfaction.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Performed regular audits of store operations to identify areas for improvement.
- Conducted regular meetings with team members to discuss progress towards goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Developed strategies for increasing store sales, improving operational efficiency, and reducing costs.
- Provided guidance and support to employees on how best to handle difficult customers or situations.
- Created weekly schedules to ensure adequate coverage of the store during operating hours.
- Trained new employees on company policies and procedures, as well as product knowledge.
- Conducted performance reviews for employees in a timely manner.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Led vendor and intermediate workshops to enhance new hire training.
- Oversaw the execution of visual merchandising activities in line with corporate standards.
General Manager
Dunkin Donuts & Baskin Robbins
Lakewood , NJ
09.2018 - 11.2019
- Conducted regular performance reviews with staff members providing constructive feedback.
- Optimized profits by controlling food, beverage and labor costs.
- Analyzed sales data to identify trends and opportunities for increased profits.
- Resolved and investigated complaints regarding service, food quality and accommodations.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Adhered to company policies and procedures while enforcing them among all employees.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Resolved customer complaints in a timely manner while maintaining excellent customer relations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Inspected dining and serving areas for cleanliness and proper setup.
- Trained new employees to perform duties.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Ensured compliance with all local health regulations related to food safety.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Performed administrative duties such as payroll processing, bookkeeping tasks.
General Manager of Food Service
Wendy's
Howell, NJ
08.2017 - 05.2018
- Assisted staff by serving food and beverages.
- Responsible for interviewing, hiring and training new employees.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Conducted regular performance reviews with staff members providing constructive feedback.
- Monitored daily operations of the restaurant, including inventory control and ordering supplies.
- Explained goals and expectations required of trainees.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Performed administrative duties such as payroll processing, bookkeeping tasks.
- Resolved customer complaints in a timely manner while maintaining excellent customer relations.
General Manager of Food Service
Wendy's
Ocean Twp, NJ
02.1998 - 08.2017
- Directed the creation of training stores, actively participating in the training of both managers and crew members.
- Identified and resolved issues at struggling locations, driving significant improvements in sales and profitability.
- Responded to customer concerns efficiently, accurately and with detailed information.
- Monitored daily financial transactions and prepared weekly reports for management review.
- Supported staff operations through effective food and beverage distribution.
- Developed and implemented staff schedules to ensure full coverage during peak hours.
- Managed customer relationships and organized exclusive events for loyal patrons.
- Monitored actions of staff and customers to uphold health and safety standards.
- Scheduled staffing levels according to expected business volume on a daily basis.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Trained new employees to perform duties.
Education
Physical & Health Education
Kean University
Union, NJSkills
- Inventory control
- Operational efficiency
- Staff management
- Employee scheduling
- Regulatory compliance
- Store maintenance
- Lead generation
- Store operations
Accomplishments
- I was chosen as Sleep Expert of the month for P1 2025
- I was awarded for New Hire Trainer of the quarter in Q1 2025
Custom
- I have participated in several MFRM give back programs such as park clean-ups and NJ Pride festival.
- I love helping individuals succeed in their roles and support them every step of the way.
- I am a team wins player, I will do what I can to help my cluster and district succeed.
References
References available upon request.
Timeline
Senior Store Manager/District New Hire Trainer
Mattress Firm Holding
12.2018 - Current
General Manager
Dunkin Donuts & Baskin Robbins
09.2018 - 11.2019
General Manager of Food Service
Wendy's
08.2017 - 05.2018
General Manager of Food Service
Wendy's
02.1998 - 08.2017
Physical & Health Education
Kean University
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