Estefania Ocasio
Houston,TX
Summary
Customer-oriented General Manager with 3 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
4
4
years of professional experience
Work History
Cook's Assistant
Zolas Restaurant
04.2025 - 09.2025
- Washed, peeled and cut various foods such as fruits and vegetables to prepare for cooking or serving.
- Trained new staff on food preparation and safety procedures.
- Sanitized pots, pans, utensils, kitchen appliances and equipment using company-approved cleaning supplies.
- Reduced kitchen accidents by maintaining high standards of cleanliness and organization.
- Prepared sandwiches, salads and other specialty items according to customer specifications.
- Loaded dishes, glasses and tableware into dishwashing machines.
Manager
Pizza Hut
03.2024 - 08.2024
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Cross-trained existing employees to maximize team agility and performance.
General Manager
Wendy's
05.2022 - 08.2023
- Managed budget implementations, employee evaluations, and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and implemented strategies to increase sales and profitability.
- Reported issues to higher management with great detail.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Assistant Manager
Wendy's
10.2021 - 05.2022
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Shift Leader
Wendy's
07.2021 - 10.2021
- Trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Resolved conflicts between employees to maintain positive and productive work environments.
Education
High School Diploma -
Unidad Educativa Santa Catalina
Guayaquil, Ecuador01-2003
Skills
- Customer engagement
- Coaching and mentoring
- Goal setting
- Safety procedures
- Decision-making
- Complex Problem-solving
- Emergency response
- Task delegation
- Conflict negotiation
- Effective communication
- Shift scheduling
- Disciplinary techniques
- Work prioritization
- Schedule preparation
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Cook's Assistant
Zolas Restaurant
04.2025 - 09.2025
Manager
Pizza Hut
03.2024 - 08.2024
General Manager
Wendy's
05.2022 - 08.2023
Assistant Manager
Wendy's
10.2021 - 05.2022
Shift Leader
Wendy's
07.2021 - 10.2021
High School Diploma -
Unidad Educativa Santa Catalina
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