- attending concerts
- Interior Design
- Exploring various forms of art, such as painting, resin and leather jewelry making, and building miniatures, to nurture creativity and personal growth
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Growing herbs, vegetables, or fruits in home gardens
- Embracing outdoor adventures such as kayaking and hiking
- Going to history museums and collecting antiques
- Trying foods from different countries and cultures
Jessica Bock
Nashville,TN
Summary
Dynamic operations leader with a proven track record at Urban Air Trampoline and Adventure Park, excelling in staff development and logistics management. Enhanced customer satisfaction through strategic initiatives and effective team leadership, driving revenue growth and fostering a culture of continuous improvement. Committed to maintaining compliance and optimizing operational efficiency. Skilled in employee retention, boosting morale in the workplace, and setting and meeting goals for staff, in a creative way, using recognition and rewards, and accountability tactics. Versed in restaurant management and it's fast-paced culture. Believes in safety, accountability, and cleanliness in the workplace, but also in making work fun, exciting and rewarding. Passionate about customer service and willing to do the hard work to make customers, senior management, and employees passionate about it, too.
Overview
19
19
years of professional experience
1
1
Certification
Work History
General Manager of Operations
Urban Air Trampoline and Adventure Park
Brentwood, TN
09.2023 - Current
- Supported daily operations by assisting in workflow management and process execution.
- Learned safety protocols and operational procedures to maintain a secure work environment.
- Assisted in inventory tracking using enterprise resource planning (ERP) systems to ensure stock accuracy.
- Collaborated with team members to identify areas for efficiency improvements in operational tasks.
- Participated in training programs to enhance skills in logistics and supply chain management.
- Helped maintain quality standards by conducting routine inspections of processes and outputs.
- Contributed to project planning meetings, providing input on operational needs and resources.
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Established standard operating procedures that enhanced employee performance.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Developed and executed strategic plans for increased productivity, profitability, and overall business growth.
- Trained, coached and mentored staff to support smooth adoption of new [Type] program.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Increased employee retention rate by creating professional development programs.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Assisted in recruiting, hiring and training of team members.
- 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.
- Trained and guided team members to maintain high productivity and performance metrics.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reported issues to higher management with great detail.
M.I.T/Bartender/Server
Chili's Bar and Grill
Nashville, TN
01.2018 - 06.2020
- Crafted and served a diverse range of cocktails and beverages, ensuring high-quality standards.
- Maintained cleanliness and organization of bar area, enhancing operational efficiency.
- Provided exceptional customer service, fostering positive guest experiences and repeat business.
- Collaborated with team members to manage inventory levels and minimize waste effectively.
- Implemented process improvements for drink service speed, boosting overall bar productivity.
- Monitored alcohol consumption levels to ensure compliance with legal regulations and safety standards.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Obtained cash bank and stocked service bar to prepare for operation.
- Maintained extensive knowledge of cocktail recipes and preparation techniques, ensuring high-quality beverage menu.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
Server
J. Alexander's Restaurant
Nashville,TN
11.2010 - 01.2012
- Provided exceptional customer service, ensuring guest satisfaction through attentive and friendly interactions.
- Assisted in training new staff on menu knowledge and service standards to maintain consistency.
- Coordinated with kitchen staff to ensure timely order delivery, optimizing workflow efficiency.
- Managed cash register operations accurately, handling transactions and balancing cash drawers at shift end.
- Maintained cleanliness and organization of dining area, creating a welcoming environment for guests.
- Responded promptly to customer inquiries and complaints, resolving issues to enhance dining experience.
- Collaborated with team members to streamline service processes, improving overall operational efficiency.
- Developed strong relationships with regular patrons, fostering loyalty and repeat business opportunities.
- 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.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
Bartender
Ted's Montana Grill Inc.
Nashville, TN
06.2009 - 07.2010
- Crafted innovative cocktails and beverages, enhancing customer experience and satisfaction.
- Managed bar inventory, ensuring timely restocking and minimizing waste.
- Trained new bartenders on drink preparation techniques and customer service standards.
- Collaborated with kitchen staff to coordinate food and beverage pairings for events.
- Implemented efficient workflow processes, improving service speed during peak hours.
- Led promotional events, increasing patron engagement and boosting bar sales.
- Monitored compliance with health and safety regulations, maintaining a clean work environment.
- Developed strong relationships with regular customers, fostering loyalty and repeat business.
- Kept bar presentable and well-stocked to meet customer needs.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
Manager
Goten J
Nashville, TN
06.2008 - 06.2009
- Fostered a culture of continuous improvement through regular team feedback sessions.
- 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.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Learned sushi making and other Japanese cuisine techniques.
- Worked in a multi-cultural setting, learning how to interact with diplomacy and respect.
General Manager
Toyama Japanese Steakhouse
Nashville, TN
08.2007 - 06.2008
- Streamlined operational processes to enhance efficiency and reduce costs.
- Developed strategic initiatives to drive revenue growth and improve market positioning.
- Led cross-functional teams in executing business strategies and achieving organizational goals.
- Implemented performance metrics to monitor team effectiveness and ensure accountability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed budget implementations, employee evaluations, and contract details.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Assisted in recruiting, hiring and training of team members.
- 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.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- created large scale marketing materials, and designed advertising materials for the exterior of the building, and the menus.
- Created and designed the special drink menu, and the special drinks, themselves.
Catering Manager
Baja Burrito
Nashville, TN
09.2006 - 10.2007
- Developed and executed catering menus aligned with client preferences and event themes.
- Managed logistics for large-scale events, ensuring timely delivery and setup of services.
- Trained and supervised catering staff to enhance service quality and efficiency.
- Collaborated with vendors to source high-quality ingredients within budget constraints.
- Implemented inventory management systems to reduce waste and optimize supply usage.
- Cultivated strong client relationships through responsive communication and personalized service.
- Analyzed feedback to refine catering offerings, improving customer satisfaction rates consistently.
- Led post-event evaluations to identify areas for operational improvement and strategic growth opportunities.
- Successfully managed a diverse range of events including weddings, corporate functions, and special occasions, consistently exceeding client expectations.
- Handled catering scheduling, ordered food and planned events.
- Managed high-quality food preparation and presentation, ensuring consistent client satisfaction.
- Met with clients to outline desired goals and prepared quotes for overall catering costs.
- Promoted catering packages with most profitable outcomes without sacrificing client desires.
Education
High School Diploma -
Overton High School
Nashville, TN05.2006
Associate of Applied Science - Tourism And Hospitality Management
Nashville State University
Nashville, TN08-2026
Skills
- Operations management
- Staff development
- Employee motivation
- Inventory management
- Staff management
- Decision-making
- Team leadership
- Schedule management
- Customer service
- Customer retention
- Performance evaluations
- Management
- Maintaining compliance
- Policies and procedures implementation
- Health and safety compliance
- Staff training
- Social media marketing
- Unsurpassed work ethic
- Cultural awareness
- Performance management
- Emergency response
- Incidents management
Accomplishments
Employee of the month several times throughout my career.
Certified trainer at most businesses I have worked for.
Interest in moving up, and leading, which has led me to move into management at most jobs.
Cosmetology school graduate.
Successful mother of three daughters
lowered employee turnover at current job.
Boosted morale, by implementing several systems of recognition and rewards for staff.
Improved customer attendance, by introducing intriguing marketing strategies in the form of customer appreciation days and specific, demographically aimed days.
Certification
ABC certified
Red Cross first aid certified
ServSafe certified
Interests
Timeline
General Manager of Operations
Urban Air Trampoline and Adventure Park
09.2023 - Current
M.I.T/Bartender/Server
Chili's Bar and Grill
01.2018 - 06.2020
Server
J. Alexander's Restaurant
11.2010 - 01.2012
Bartender
Ted's Montana Grill Inc.
06.2009 - 07.2010
Manager
Goten J
06.2008 - 06.2009
General Manager
Toyama Japanese Steakhouse
08.2007 - 06.2008
Catering Manager
Baja Burrito
09.2006 - 10.2007
High School Diploma -
Overton High School
Associate of Applied Science - Tourism And Hospitality Management
Nashville State University