Heather Cloud
Urbana,IL
Summary
Results-driven operations manager with extensive experience in staff training, customer service, and workflow optimization. Proven ability to enhance team performance and drive customer satisfaction through effective communication and problem-solving.
Overview
23
23
years of professional experience
Work History
Frame Shop Manager
Hobby Lobby
Champaign, Illinois
09.2024 - Current
- Oversaw daily operations of frame shop, streamlining workflow for enhanced customer service.
- Assisted customers in selecting framing materials and styles.
- Educated staff on framing techniques and shop procedures, improving service quality and consistency.
- Maintained inventory of frames, mats, and supplies regularly.
- Operated framing equipment, ensuring proper use and safety standards.
- Created custom frames based on customer specifications and preferences, delivering personalized solutions.
General Manager
Fazolis
Champaign, Illinois
08.2023 - 04.2024
- Led staff training and development initiatives, improving team performance and service quality.
- Managed daily restaurant operations to ensure smooth workflow and customer satisfaction.
- Fostered a positive work environment to encourage teamwork and employee morale.
- Managed daily business operations, encompassing budgeting, staffing, scheduling, inventory control, customer service, and sales to ensure operational efficiency.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Monitored financial performance, identifying opportunities for cost savings and revenue generation.
General Manager
Burger King
Rantoul, Illinois
02.2021 - 08.2021
- Led associates and managers to deliver exceptional client experiences, fostering strong customer relationships.
- Ensured compliance with local health department regulations regarding food safety standards.
- Monitored financial performance, identifying opportunities for cost savings and revenue enhancement.
- Coordinated employee training activities to align with company policies and enhance operational compliance.
- Analyzed existing processes for effectiveness and developed new systems to enhance overall productivity levels.
General Manager
Arby's
Urbana, Illinois
10.2006 - 01.2014
- Oversaw daily operations to ensure efficient restaurant management.
- Managed staff schedules and delegated tasks to improve operational efficiency.
- Coordinated training programs for new team members, enhancing service quality and team performance.
- Implemented inventory control systems to maintain optimal stock levels.
- Ensured compliance with health and safety regulations throughout the restaurant.
- Analyzed customer feedback to refine service offerings and enhance overall dining experience.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
Assistant Manager
Steak N Shake
Urbana, Illinois
10.2002 - 10.2006
- Facilitated daily operations and workflow management for retail team to enhance service efficiency.
- Developed staff schedules to ensure adequate coverage during peak hours.
- Oversaw inventory levels and coordinated stock replenishment processes to maintain optimal stock availability.
- Ensured compliance with safety regulations and company policies.
- Guided and supported junior staff members on daily tasks, projects, and objectives to foster team development.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
Education
High School Diploma -
Urbana High School
Urbana, IL05-2002
Arts, Media And Animation Bachelors Degree of Science -
Art Institute of Pittsburgh
Line Lexington, PASkills
- Inventory management
- Operations management
- Purchasing
- Cost control
- Labor and food cost control
- Health compliance
- Health code compliance
- Food preparation
- Customer service
- Guest relations
- Staff training
- Employee engagement
- Employee retention
- Performance monitoring
- Workflow optimization
- Schedule coordination
- Budgeting
- Team collaboration
- Conflict resolution
- Effective communication
- Problem solving
- Time management
- Supervisory skills
- Food service background
- Supervisory skills
- Labor and food cost control
Timeline
Frame Shop Manager
Hobby Lobby
09.2024 - Current
General Manager
Fazolis
08.2023 - 04.2024
General Manager
Burger King
02.2021 - 08.2021
General Manager
Arby's
10.2006 - 01.2014
Assistant Manager
Steak N Shake
10.2002 - 10.2006
High School Diploma -
Urbana High School
Arts, Media And Animation Bachelors Degree of Science -
Art Institute of Pittsburgh