Ivy Hernandez
San Antonio,TX
Summary
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.
Overview
18
18
years of professional experience
1
1
Certification
Work History
CSR Fraud
Conduent Call Center
San Antonio, TX
10.2023 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
General Manager
Ihop
San Antonio, TX
01.2010 - 10.2023
- 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.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Carefully interviewed, selected, trained, and supervised staff.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Maintained open lines of communication between front-and back-of-house teams to facilitate smooth day-to-day operations.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Correctly calculated inventory and ordered appropriate supplies.
- Set clear expectations and created positive working environment for employees.
- Implemented efficient scheduling practices to ensure optimal staffing levels during peak business hours.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Ensured compliance with all health department regulations as well as company policies and procedures.
- Identified problems, conducted troubleshooting and sought repair or maintenance support to keep restaurant equipment operational.
- Purchased adequate quantities of food, beverages, equipment, and supplies.
- Boosted restaurant revenue by implementing innovative marketing strategies and promotions.
- Oversaw facility maintenance, ensuring a clean, safe, and inviting atmosphere for patrons.
- Maintained facility and grounds to present positive image.
- Analyzed variances and implemented corrective actions to increase average meal checks and customer visits.
- Reconciled cash and credit card transactions to maintain accurate records.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Oversaw food preparation and monitored safety protocols.
- Motivated staff to perform at peak efficiency and quality.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Implemented new employee onboarding processes, providing comprehensive training that promoted retention and a strong understanding of company culture.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Maximized quality assurance by completing frequent line checks.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
Kinesiology Dept Clerk
St Philips College
San Antonio, TX
08.2008 - 06.2010
- Contributed to a positive work environment by assisting colleagues with various tasks and projects as needed.
- Interacted with customers by phone, email, or in-person to provide information.
- Monitored office supplies and made arrangements for restocking of low-stock items.
- Managed calendars and scheduled appointments to maintain smooth flow of operations.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Utilized office management software to record and track customer information.
- Processed incoming and outgoing mail and packages according to established procedures.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Input data into spreadsheets and databases.
Server Trainer
Las Palapas Restaurants
San Antonio, TX
01.2007 - 01.2009
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Maintained cleanliness standards throughout dining areas, contributing to a positive dining experience for guests.
- Monitored new server performance and offered continuous support throughout training period.
- Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
- Collaborated with kitchen staff to ensure timely delivery of meals, maintaining a high level of guest satisfaction.
- Assisted in new server onboarding and orientation to cultivate seamless transitions.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Utilized effective communication techniques to support server learning and comprehension.
- Evaluated server performance regularly to identify areas for improvement and set attainable goals for development.
- Conducted pre-shift meetings to review daily specials, menu changes, or operational updates with serving staff prior to opening hours.
- Implemented upselling techniques, boosting overall revenue for the restaurant.
- Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
Server
Chiilis
San Antonio, TX
01.2006 - 01.2007
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Bussed and reset tables to keep dining room and work areas clean.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
Education
No Degree - Criminal Justice
St Philips College
San Antonio, TX06.2009
High School Diploma -
Samuel Clemens High School
Schertz, TX06.1998
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Customer Service
- Active Listening
- Critical Thinking
- Professional telephone demeanor
- Microsoft Outlook
- Conflict Resolution
- Problem-solving abilities
- Computer Proficiency
- Customer Relations
- Documentation
- Payment Processing
- Scheduling
- Office equipment proficiency
- Problem Resolution
- Dispute Resolution
- Money handling abilities
- Product Knowledge
- Staff Training
- Call Center Operations
- POS systems expert
- Store maintenance
- Order Fulfillment
- Service Upselling
- Document Control
- Product Promotion
- Service standard compliance
- Escalation management
- Prioritization
- Paperwork Processing
- De-Escalation Techniques
- Quality Control
- Client Relations
- Team Development
Certification
Serv Safe Certified 2020 Jan
Timeline
CSR Fraud
Conduent Call Center
10.2023 - Current
General Manager
Ihop
01.2010 - 10.2023
Kinesiology Dept Clerk
St Philips College
08.2008 - 06.2010
Server Trainer
Las Palapas Restaurants
01.2007 - 01.2009
Server
Chiilis
01.2006 - 01.2007
No Degree - Criminal Justice
St Philips College
High School Diploma -
Samuel Clemens High School