Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

ELLEN AUNE

San Antonio,Texas

Summary

Dynamic leader with a proven track record at Red Lobster, enhancing operational efficiency and customer satisfaction through strategic team training and development. Demonstrated expertise in P&L management and problem resolution, resulting in significant profitability improvements and elevated team cohesion. Committed to fostering innovation and excellence while leveraging strong analytical skills to drive performance at all organizational levels.

Overview

24
24
years of professional experience
1
1
Certification

Work History

General Manager

Red Lobster
San Antonio, TX
02.2022 - 05.2024
  • Built and maintained relationships with vendors and suppliers
  • Recruited team members to maintain adequate staffing levels
  • Provided coaching and mentoring support for employees at all levels of the organization
  • Used customer feedback for improving operations and building brand loyalty
  • Monitored store performance and identified opportunities for improvement
  • Managed profit goals against budget and prior year, keeping controllable costs within budget
  • Developed strategies to improve operational efficiency, reduce costs and maximize profitability
  • Managed customer service teams to ensure quality customer satisfaction and increase customer loyalty
  • Used computerized inventory system to plan and manage adequate inventory levels
  • Executed sales and operational activities, producing results that met or exceeded business plan
  • Provided clear direction and set priorities for accomplishing desired actions and results
  • Met safety and security standards by overseeing preventative maintenance and repairs
  • Market analysis
  • Branding

Culinary Manager

Red Lobster
San Antonio, TX
04.2018 - 02.2022
  • Managed company assets by maintaining clean and fully equipped establishments with properly working equipment
  • Directed recruitment efforts, hiring qualified personnel while maintaining diversity objectives
  • Identified areas of improvement within existing systems and developed action plans for implementation
  • Oversaw budgeting activities, monitored expenses and analyzed variances from plan
  • Planned, coordinated and oversaw company events and promotions
  • Prepared financial reports, clearly explaining operational effectiveness, trends and variances
  • Analyzed financial data and prepared reports for senior management team
  • Established performance metrics and tracked progress against organizational goals
  • Reviewed financial statements, sales reports, and other performance data to measure productivity
  • Established and monitored KPIs to optimize company performance
  • Utilized data analytics techniques to identify areas for improvement
  • Led cross-functional projects that improved operational efficiency

Front of House Manager

Red Lobster
San Antonio, TX
04.2017 - 04.2018
  • Ensured compliance with all health department regulations regarding food storage, preparation, and service
  • Oversaw the hiring process for new culinary personnel including conducting interviews and background checks
  • Counted money and made bank deposits
  • Scheduled and received deliveries and verified goods received against paperwork
  • Performed some food preparation and service tasks, such as cooking, clearing tables, and serving food and drinks when necessary
  • Scheduled staff hours and allocated resources to maximize team member performance
  • Investigated and resolved complaints regarding food quality and service
  • Monitored food preparation and presentation to enforce adherence to portion sizes and quality standards
  • Kept accurate records in compliance with sanitation and food service requirements
  • Maintained food and equipment inventories to support business demand
  • Coordinated kitchen workflow to optimize supply usage and preparation time
  • Monitored compliance with health and fire regulations to reduce risk
  • Reviewed procedures and operational challenges to uncover service and safety improvements
  • Monitored employee and patron activities to enforce liquor regulations
  • Coordinated with service providers to address equipment maintenance and waste removal
  • Assessed staffing needs and recruited staff, using methods such as newspaper advertisements and attendance at job fairs

Service Professional

Red Lobster
San Antonio, TX
04.2008 - 04.2017
  • Provided feedback on employee performance in order to identify areas needing improvement
  • Maintained accurate records of cash transactions and deposits
  • Conducted regular quality assurance audits to ensure high standards of customer service
  • Ensured all safety and sanitation regulations were followed in accordance with state and local health regulations
  • Evaluated customer feedback surveys in order to gain insight into customer preferences
  • Conducted regular performance reviews for employees under my supervision
  • Analyzed financial reports to monitor costs and inform decision-making
  • Utilized problem solving skills to quickly resolve customer complaints or issues
  • Promoted positive work environment by encouraging collaboration among team members
  • Greeted guests, escort them to seats and present them with menus and wine lists
  • Performed some food preparation and service tasks, such as cooking, clearing tables, and serving food and drinks when necessary
  • Scheduled and received deliveries and verified goods received against paperwork
  • Counted money and made bank deposits
  • Monitored food preparation and presentation to enforce adherence to portion sizes and quality standards
  • Kept accurate records in compliance with sanitation and food service requirements
  • Scheduled staff hours and allocated resources to maximize team member performance
  • Maintained food and equipment inventories to support business demand
  • Assessed staffing needs and recruited staff, using methods such as newspaper advertisements and attendance at job fairs
  • Monitored compliance with health and fire regulations to reduce risk
  • Monitored employee and patron activities to enforce liquor regulations
  • Investigated and resolved complaints regarding food quality and service
  • Reviewed procedures and operational challenges to uncover service and safety improvements

Customer Service Representative

Sallie Mae
Killeen, TX
02.2000 - 04.2006
  • Handled customer complaints and inquiries in a courteous and efficient manner
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries
  • Assisted with training and mentoring new team members
  • Adhered to company policies and procedures while providing superior service
  • Assisted customers with product selection by providing detailed information about available products and services
  • Maintained an updated knowledge base of current products, services, pricing, promotions
  • Met daily customer service quotas with a focus on quality
  • Remained open to feedback from supervisor and peers to build and improve skills set
  • Updated and maintained database with accurate customer information and timely data entry
  • Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Logged details of customer service calls in computer system following correct protocols
  • Provided account information to customers and explained bill service policies and customer rights
  • Tracked all incoming calls and emails from customers using appropriate software applications
  • Investigated and researched issues to determine root causes and appropriate resolution methods
  • Maintained logs and documentation to detail key information regarding incoming and outgoing calls
  • Monitored daily performance metrics such as call volume, wait times, resolution times
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy
  • Displayed strong organizational skills while managing multiple projects simultaneously
  • Performed data entry tasks accurately and in a timely manner
  • Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
  • Provided exceptional customer service to clients in fast-paced call center environment
  • Navigated multiple computer systems and applications and utilized search tools to find information
  • Made appropriate account corrections to resolve customer problems
  • Conferred with customers by telephone or in-person to provide product or service information
  • Referred unresolved customer grievances to designated departments for further investigation
  • Processed customer adjustments to maintain financial accounts

Education

High School Diploma -

Bishop McNamara
Forestville, MD
05.1994

Skills

  • Leadership and team-building
  • Customer relationship management
  • Team leadership
  • Staff training and development
  • Team training and development
  • Schedule management
  • Training and coaching
  • Staff motivation
  • Problem resolution
  • Time management
  • Efficient multitasker
  • Inventory control
  • Labor cost controls
  • P&L management
  • Facility management
  • Vendor relationships
  • Employee development
  • Administrative skills
  • Performance improvements
  • Expense control
  • Operations oversight
  • Cost analysis and savings
  • Analytical skills
  • Performance analysis
  • Community outreach

Certification

Manager Food Handler Certification

References

  • Abel Ramos, General Manager, Red Lobster, (210) 694-5912, Aramos@redlobster.com
  • Brandon Jones, General Manager, Red Lobster, (210) 731-8091, Bjones@redlobster.com
  • Joshua Sanchez, General Manager, Red Lobster, (210) 653-9522, Jsanchez@redlobster.com
  • Mauricio Oliveros, Director Of Operations, Red Lobster, (407) 289-5599, Moliveros@redlobster.com

Timeline

General Manager

Red Lobster
02.2022 - 05.2024

Culinary Manager

Red Lobster
04.2018 - 02.2022

Front of House Manager

Red Lobster
04.2017 - 04.2018

Service Professional

Red Lobster
04.2008 - 04.2017

Customer Service Representative

Sallie Mae
02.2000 - 04.2006

High School Diploma -

Bishop McNamara

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ELLEN AUNE