Jennifer Bernardino
Itasca
Summary
Operations professional with significant experience driving customer satisfaction and efficiency improvements. Skilled in process optimization, team leadership, and strategic planning. Strong focus on collaboration and adaptability, ensuring seamless operations and high-quality service delivery. Known for problem-solving abilities and effective communication.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Research Operations Manager
Bold Insight
01.2023 - Current
- Oversee logistics related to UX research projects, ensuring efficient and effective execution.
- Manage participant recruitment processes, including screening, scheduling, and tracking participation.
- Ensure all research documentation, reports, and tracking systems are updated and maintained.
- Develop and implement best practices for research operations to improve efficiency and quality.
- Supervise and mentor the Research Operations direct reports, ensuring they have the support and resources needed.
- Assign and manage workload across the team to ensure research projects run smoothly.
- Provide guidance and problem-solving support to reports as challenges arise.
- Act as a primary point person for clients, ensuring all operational needs are met.
- Work with external vendors to coordinate facility, catering, and technology requirements.
- Ensure a high standard of customer service for both internal and external stakeholders.
- Oversee research facilities, ensuring they are well-stocked, organized, and meet the needs of research teams.
- Manage logistics for remote research, including lab setup.
- Streamline research operations to enhance project efficiency and workflow management.
- Develop and maintain comprehensive documentation for operational processes and protocols.
- Improve stakeholder communication through regular updates on project progress and outcomes.
Research Operations Associate
Bold Insight
10.2020 - 01.2023
- Conducted technology checks for remote UX interviews on various web conferencing platforms.
- Assisted researchers with creation and maintenance of participant tracking and communication logs.
- Simultaneously managed multiple recruit projects by being the liaison between the recruiter, client, team, and participant.
- Supported project leads with collection of digital consent forms, compensation disbursement, and participant communication.
- Maintained inventory of office supplies, food and beverage, and cleaning supplies.
Deposits
Dave and Buster’s
11.2019 - 12.2023
- Ensured timely deposits of daily sales revenue into designated bank accounts while maintaining security protocols for safe transportation of funds.
- Reduced errors in transaction processing by implementing double-check system for large withdrawals and deposits.
Chief Operations Officer and Event Host
Binge Entertainment
11.2017 - 09.2019
- Created and maintained trivia content and formatting.
- Created and maintained all financial tracking forms and files.
- Maintained payroll records and employee files.
- Established key partnerships with stakeholders to enhance service delivery and client satisfaction.
- Increased profitability by optimizing sales and fulfilling lower overhead costs.
Server/Lead Server Trainer
The Cheesecake Factory
09.2014 - 07.2018
- Consistently in the top five of the server rankings each week, based on tip %, sales and check averages, and guest satisfaction survey results.
- Provided exceptional customer service by anticipating guest needs and ensuring satisfaction.
- Managed multiple tables efficiently, prioritizing tasks to enhance dining experience.
- Trained new servers on menu items, service standards, and operational procedures.
Manager
Red Robin Gourmet Burgers
02.2012 - 05.2014
- Carefully interviewed, selected, trained, and supervised staff.
- Managed inventory control systems, reducing waste and optimizing stock levels.
- Directed daily operations, ensuring efficient service and high-quality food preparation.
- Led weekly team meetings to communicate goals, expectations, and operational updates.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
Manager
The Bistro Group / TGIFRIDAY’S
03.2011 - 02.2012
- Trained and mentored staff on customer service excellence and operational procedures.
- Assisted in developing staff schedules to maintain efficient labor costs and coverage.
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
Manager
Dave and Buster’s
03.2008 - 03.2011
- Lowered Amusement Cost from 17.5% to 15.1% for the 9 months responsible for the Winners Circle by improving order accuracy and maintaining tight control on inventory.
- Consistently contributed to keeping labor costs at or below budget by scheduling to budgeted hours and running each shift with efficiency.
- Educated, certified and re-certified numerous employees and Managers-in-training in ServSafe Alcohol.
- Created an inventory and check-out system for the pilot Players’ Lounge program.
- Organized the Micros inventory and facilitated repair and replacement of all Point-of-sale/equipment.
- Received numerous GuestPulse mentions and Wings Letters from guests regarding personal level of service.
Manager
California Pizza Kitchen
08.2006 - 02.2008
- Responsible for maintaining all Front of House and Back of House operations to the utmost quality and company expectations.
- Lowered liquor cost 2% by ordering based on actual usage, realistic pars, and aggressive maintenance of inventory.
Director of Training / Manager / Special Events Coordinator
Greystone Grill
01.2005 - 07.2006
- Successfully opened two locations with sales in excess of $55k a week per location.
- Directly recruited from Redstone while serving the owners and investors.
- Created, developed, and implemented a training program by writing and organizing training materials.
- Trained and developed up to 150 hourly staff for the two restaurant openings, while continuing to provide challenges for staff resulting in extremely high retention.
- Both locations were voted as ‘Best New Restaurant’ in the state of Maryland, specifically stating service as being one of the key factors.
Education
Bachelor of Science - Elementary Education
01.2000
Completed Phi Beta Kappa Leadership Development course – College of DuPage
Associate in Arts - undefined
01.1997
Skills
- Ability to multi-task and think on-the-fly
- Strong working knowledge of Office 365
- Improving knowledge of Google suite of products
- Flexible schedule and ability to work remotely in secure environment
- Well organized and detail oriented
- Adaptive learning
- International collaboration
- Problem-solving
- Team leadership
- Customer service
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Inventory management
- Staff development
- Customer relationship management
Certification
2009-Present ServSafe Alcohol – Certified Instructor
Timeline
Research Operations Manager - Bold Insight
01.2023 - Current
Research Operations Associate - Bold Insight
10.2020 - 01.2023
Deposits - Dave and Buster’s
11.2019 - 12.2023
Chief Operations Officer and Event Host - Binge Entertainment
11.2017 - 09.2019
Server/Lead Server Trainer - The Cheesecake Factory
09.2014 - 07.2018
Manager - Red Robin Gourmet Burgers
02.2012 - 05.2014
Manager - The Bistro Group / TGIFRIDAY’S
03.2011 - 02.2012
Manager - Dave and Buster’s
03.2008 - 03.2011
Manager - California Pizza Kitchen
08.2006 - 02.2008
Director of Training / Manager / Special Events Coordinator - Greystone Grill
01.2005 - 07.2006
College of DuPage - Associate in Arts,
Illinois State University - Bachelor of Science, Elementary Education