Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Irma Zarraga-Martinez

Carmel,IN

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level General Manager position. Ready to help team achieve company goals.

Overview

13
13
years of professional experience
1
1
Certification

Work History

General Manager

McDonald's Restaurant
11.2023 - Current
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Developed and implemented strategies to increase sales and profitability.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Managed budget implementations, employee evaluations, and contract details.
  • Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Interacted well with customers to build connections and nurture relationships.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Reported issues to higher management with great detail.

Department Manager

McDonald's Restaurant
01.2022 - 11.2023
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Communicated with managers of other departments to maintain transparency.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.

Customer Service Representative

Hyper Bicycles
05.2023 - 10.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Responded to customer calls and emails to answer questions about products and services.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.

Manager

Chick-fil-A
09.2020 - 01.2022
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Improved safety procedures to create safe working conditions for workers.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.

Director of Operations

Chick-fil-A
05.2011 - 08.2020
  • Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Monitored budget and utilized operational resources.
  • Oversaw day-to-day production activities in accordance with business objectives.
  • Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
  • Ran errands to support daily needs of management.
  • Responded to and directed incoming calls and other communication.
  • Scheduled meetings and managed calendar.
  • Resolved basic computer and office equipment issues through troubleshooting.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Supported department procurement activities by coordinating with manager for direction.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Monitored security to protect employees, customers and property.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.

Education

Hamburger University
Chicago, IL
02.2024

GED -

Washington Township Adult Education
Indianapolis, IN
10.2023

Skills

  • Leadership and team building
  • Problem Resolution
  • Operations Management
  • Team Player
  • Efficient multi-tasker
  • Effective leader
  • Time Management
  • Training and coaching
  • Team Leadership
  • Staff Management
  • Training and Development
  • Staff Training
  • Inventory Control

Certification

  • General manager Training - 4 months
  • Certified General Manager, Mcdonalds - 3 months

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

General Manager

McDonald's Restaurant
11.2023 - Current

Customer Service Representative

Hyper Bicycles
05.2023 - 10.2023

Department Manager

McDonald's Restaurant
01.2022 - 11.2023

Manager

Chick-fil-A
09.2020 - 01.2022

Director of Operations

Chick-fil-A
05.2011 - 08.2020

Hamburger University

GED -

Washington Township Adult Education
Irma Zarraga-Martinez