Heather Rojas
Cleveland,TN
Summary
Manager with 15+ years of experience in customer service and operations management. Achieved significant improvements in service quality and employee performance through targeted training programs and strong relationship management. Expertise in optimizing operational processes to enhance customer satisfaction and team efficiency.
Overview
25
25
years of professional experience
Work History
Manager/Server Supervisor
Las Margaritas Mexican Grill
Cleveland, TN
09.2008 - 10.2025
- Developed and implemented training programs to enhance staff skills and improve service quality.
- Managed inventory levels and ordered supplies to ensure operational efficiency and cost-effectiveness.
- Led team meetings to discuss performance metrics, set goals, and foster a collaborative work environment.
- Conducted regular performance evaluations and provided constructive feedback to team members.
- Implemented strategies to increase customer satisfaction and loyalty through personalized service.
- Facilitated conflict resolution among staff to maintain a positive workplace atmosphere.
- Monitored compliance with health and safety regulations to maintain a safe dining environment.
- Coordinated special events and catering services to expand business opportunities and revenue.
- Optimized scheduling practices to maximize staff efficiency and meet customer demand.
- Conducted market research to identify trends and adjust menu offerings accordingly.
- Fostered relationships with suppliers to negotiate favorable terms and ensure quality ingredients.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Coached, mentored and trained team members in order to improve their job performance.
- Recruited and hired qualified candidates to fill open positions.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Managed inventory levels to meet demand without overstocking, reducing waste.
General Manager
KFC
Cleveland, TN
01.2024 - 05.2025
- Optimized operational processes to enhance efficiency and reduce costs.
- Evaluated sales data to identify trends and inform business decisions.
- Monitored compliance with health and safety regulations to ensure a safe environment.
- Facilitated regular team meetings to foster collaboration and address operational challenges.
- Streamlined inventory management processes to minimize waste and improve accuracy.
- Analyzed market trends to inform expansion strategies and competitive positioning.
- Implemented training programs to elevate employee performance and service standards.
- Led cross-functional teams to achieve operational goals and improve service delivery.
- Conducted performance reviews to support employee development and retention.
- Encouraged a customer-centric culture to enhance guest satisfaction and loyalty.
- Resolved staffing issues promptly to maintain optimal workforce levels and service quality.
- 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.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Ensured compliance with local health department regulations regarding food safety standards.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Delegated work to staff, setting priorities and goals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
manager
Altar'd State
Chattanooga, Tennessee
03.2021 - 01.2023
- Developed and implemented training programs to enhance employee skills and performance.
- Facilitated team meetings to promote collaboration and align departmental goals.
- Managed inventory levels and ordered supplies to ensure operational efficiency.
- Resolved conflicts within the team to maintain a positive work environment.
- Analyzed sales data to identify trends and inform marketing strategies.
- Supported recruitment efforts to attract and retain top talent.
- Streamlined processes to enhance workflow and reduce operational delays.
- Ensured compliance with company policies and industry regulations.
- Established key performance indicators to track team progress and success.
- Monitored staff performance and addressed issues.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to associates to fit skill levels and maximize team performance.
Assistant Manager
Windsor Fashions
Chattanooga, Tennessee
08.2017 - 03.2021
- Trained and developed team members on sales techniques and product knowledge.
- Led team meetings to discuss performance, goals, and areas for improvement.
- Collaborated with management to create effective merchandising strategies.
- Coordinated promotional events to drive customer traffic and sales growth.
- Resolved employee conflicts promptly to maintain a positive work environment.
- Maintained a clean and organized store environment to enhance customer experience.
- Evaluated customer feedback to identify trends and improve service quality.
- Managed customer service inquiries and complaints in a timely manner.
- Maintained up-to-date knowledge of company products and services.
- Supervised daily operations including scheduling shifts, assigning duties.
- Monitored employee attendance records, timekeeping, and payroll information.
- Ensured compliance with safety regulations and company policies.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
Assistant General Manager
Dollar Tree
Chattanooga, Tennessee
03.2015 - 05.2017
- Implemented inventory management strategies to optimize stock levels and minimize shrinkage.
- Coordinated with vendors to establish favorable terms and ensure timely delivery of products.
- Conducted performance evaluations for staff to identify strengths and development areas.
- Trained new employees on operational procedures, enhancing team efficiency and performance.
- Resolved conflicts among staff to maintain a positive work environment.
- Facilitated team meetings to foster communication and collaboration among staff members.
- Supervised daily store operations to ensure optimal staffing and workflow.
- Enhanced customer engagement initiatives, resulting in increased repeat business.
- Implemented loss prevention strategies to safeguard company assets.
- Analyzed sales data to identify trends and inform merchandising decisions.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Provided training, guidance, and support to staff members on proper procedures and policies.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Managed daily operations of the store, including scheduling and supervising staff.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Motivated and led team members to work together to achieve targets.
- Managed store cash intake with high accuracy and prepared daily bank deposits.
- Managed and mentored staff to carry out operational directives with high productivity and accuracy.
- Controlled business inventory to keep numbers beneath targets through expert oversight and usage monitoring.
- Helped team develop specialized projects, events and promotions.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
- Developed and implemented effective strategies to maximize sales and profits.
Manager
Shoneys
Kimball, TN
07.2000 - 06.2004
- Developed and implemented training programs to enhance employee skills and improve overall team performance.
- Streamlined workflow processes to increase operational efficiency and reduce turnaround times.
- Led team meetings to foster collaboration and share best practices among staff members.
- Developed strategic plans for seasonal promotions that increased customer engagement and sales.
- Monitored compliance with health and safety regulations to ensure a safe working environment.
- Implemented cost-saving measures that improved budget adherence without compromising service quality.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Recruited and hired qualified candidates to fill open positions.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Education
Associate of Science -
Cleveland State Community College
Cleveland, Tennessee, TN05-2014
Skills
- Customer service and support
- Employee training and onboarding
- Staff recruitment and interviewing
- Risk management strategies
- Operations management
- Task delegation
- Sales management
- Shift scheduling
- Relationship building
- Workforce management
- Attention to detail
Languages
Spanish
Full Professional
Timeline
General Manager
KFC
01.2024 - 05.2025
manager
Altar'd State
03.2021 - 01.2023
Assistant Manager
Windsor Fashions
08.2017 - 03.2021
Assistant General Manager
Dollar Tree
03.2015 - 05.2017
Manager/Server Supervisor
Las Margaritas Mexican Grill
09.2008 - 10.2025
Manager
Shoneys
07.2000 - 06.2004
Associate of Science -
Cleveland State Community College