Giovanna Pineda Secundino
Winston-Salem,NC
Summary
Achieved significant profitability improvements and sales growth through strategic initiatives. Elevated operational and customer service performance standards. Built a high-performing team by implementing effective training and motivation techniques in a competitive landscape.
Overview
11
11
years of professional experience
Work History
Assistant Manager of Operations
Inspire Brands
Winston-Salem, NC
08.2023 - Current
- Ensuring company policies are followed.
- Optimizing profits by controlling costs.
- Hiring, training and developing new employees.
- Resolving customer issues to their overall satisfaction.
- Maintaining an overall management style that follows company best practices.
- Providing leadership and direction to all employees.
- Ensuring product quality and availability.
- Preparing and presenting employee reviews.
- Working closely with the store manager to lead staff.
- Assisting customers whenever necessary.
- Ensuring that health, safety, and security rules are followed.
- Taking disciplinary action when necessary.
- Completing tasks assigned by the general manager accurately and efficiently.
- Maintaining stores to standards, including stocking and cleaning.
General Manager
Speedway Gas Station
Winston-Salem, NC
04.2021 - 08.2022
- Provides customer service leadership and direction for entire store and team of employees working in the same location.
- Trains, schedules and coaches store employees to ensure store positions are staffed to appropriately handle customer service needs.
- Ensures that employees follow all Company policies as detailed in the Operations Manual, and in compliance with federal, state and local laws; including taking steps to ensure compliance with uniform, personal appearance, and customer service standards.
- Works in tandem with the Lead Customer Service Representative and/or Assistant Manager (where applicable) to ensure leadership is available to customers and employees at all times.
- Utilizes daily documentation and worksheets, including but not limited, to the Speedway Customer Ready Worksheets, to ensure constant store readiness and relentless execution of the consistent exceptional customer experience.
- Provides support to store as needed, often beyond regularly scheduled work times. If not available, ensures that a reliable back up has been provided.
- Identifies qualified applicants, performs interviews as needed, and makes employment decisions including, but not limited to, hiring, evaluating, scheduling, training, promotions, and disciplining as needed up to and including recommendations with respect to termination of employment.
- Promotes and maintains a clean and organized store appearance inside and out.
- Fosters an environment focused on customer service and satisfaction.
- Promotes staff retention by working to develop leaders, empower employees and encourage increased employee productivity.
- Handles escalated customer concerns. Seeks appropriate resolution for the situation while observing Company guidelines.
- Performs and supervises all minor maintenance tasks to eliminate inconvenience to the customer; supports procedures for additional repairs and maintains work orders.
- Responds quickly to all emergencies for the safety and security of customers and employees and notifies the appropriate individuals
General Manager
Bojangles' Famous Chicken 'n Biscuits
Winston-Salem, NC
10.2020 - 04.2021
- Oversee daily FOH and BOH operations and ensure safety and sanitation standards are followed.
- Respond efficiently and accurately to customer complaints.
- Manage financial reports and maintain a profitable business through the use of P&L statements.
- Source, hire and continually develop team members with training and coaching.
- Understand and enforce current HR laws and best practices.
- Grow sales using different tactics and strategies.
- Manage and promote the brand.
- Schedule routine or emergency maintenance.
Assistant Manager
Bojangles' Famous Chicken 'n Biscuits
Winston-Salem, NC
09.2018 - 10.2020
- Work with the General Manager to develop and lead a team that drives traffic, sales, and profitability in our restaurants, by maintaining a customer centric culture.
- Ensuring our teams greet guests with a genuine smile and warm and inviting spirit.
- Always maintains highest personal and professional appearance.
- Leads Bojangles quality and safety standards through proper cooking procedures, product calls, temp logs, and waste management.
- Coaches and guides team members and Shift Managers to solve problems.
- Accepts payments from guests and makes change correctly.
- Explains menu and answer product questions for all guests.
- Creates and implements plans that ensures flawless execution of Bojangles standards.
- Interviews, hires, and trains Team Members and Managers.
- Builds an inviting culture in the store, a place where our team members feel respected and valued.
General Manager
Churches Chicken
Winston-Salem, NC
01.2015 - 11.2018
- Provide a superior and memorable experience for all guests.
- Achieve sales goals and control expenses to budget or better.
- Create a fun, high-energy environment where team members are engaged in doing their jobs and encouraged to grow while delivering exceptional service.
- Builds team understanding and commitment to guest service standards.
- Communicates and follows-up with guests to obtain feedback and identify service and food quality improvement opportunities.
- Assists and resolves all guest complaints in-person or by phone at the restaurant.
- Directs and conducts regular training with team members.
- Provides regular feedback and coaching to all team members and measures areas for improvement.
- Works with direct reports to cross-train and assist in the development of new skills.
- Creates a work place where team members strive to do their best, are rewarded for performance, and have fun.
- Ensures that federal, state and local laws, regulations, and ordinances are practiced and enforced.
- Maintains a clean and safe restaurant for guests and team members.
Skills
- Oversaw recruitment strategies to attract top talent Managed hiring initiatives to streamline candidate selection and improve team composition Guided onboarding processes to enhance employee integration and retention
- Cultivated strategic partnerships and identified new opportunities to enhance business development efforts
- Managed financial administration tasks to support organizational budgeting and reporting
- Developed initiatives aimed at improving customer retention rates and satisfaction
- Led initiatives to enhance customer engagement and drive sales growth Oversaw training programs for new sales associates to improve service quality Developed strategies to optimize product placement and increase visibility
- Directed P&L management processes to optimize revenue and control expenses
- Implemented strategies for effective expense control to enhance financial efficiency
- Developed and implemented strategic workflow plans to streamline processes and improve productivity
- Directed and supported staff supervision to enhance productivity and morale
- Led initiatives to strengthen public relations efforts and enhance brand reputation Oversaw the execution of strategic communication plans to align with organizational goals Cultivated relationships with media outlets to increase coverage and visibility
Education and Training
other
Timeline
Assistant Manager of Operations
Inspire Brands
08.2023 - Current
General Manager
Speedway Gas Station
04.2021 - 08.2022
General Manager
Bojangles' Famous Chicken 'n Biscuits
10.2020 - 04.2021
Assistant Manager
Bojangles' Famous Chicken 'n Biscuits
09.2018 - 10.2020
General Manager
Churches Chicken
01.2015 - 11.2018