Jessica Howard
Assistant General Manager
Calhoun,GA
Summary
Dynamic leader with a proven track record at Pilot Travel Centers, enhancing store performance and customer satisfaction through strategic merchandise displays and effective issue resolution. Excelled in team building, leadership, and POS systems management, significantly improving operational efficiency. Skilled in fostering positive work environments and mentoring staff, driving both employee and customer engagement.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
Pilot Travel Centers
10.2001 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Front Desk Agent
Holiday Inn Express Hotel
06.2023 - 03.2024
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Education
GED -
Georgia Northwestern Technical College
Rome, GANursing Assistant
CNA Nursing School
Calhoun, GA02-2010
Skills
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
- Time management
- Team building and leadership
- Attention to detail
- POS systems
- Employee scheduling
- Hiring and training
- Mentoring and coaching
- Assignment delegation
Certification
- GA Driver's License
- ServSafe Food Handler's Certification 2021
- ServSafe Manager Certification 2024
Timeline
Front Desk Agent
Holiday Inn Express Hotel
06.2023 - 03.2024
Assistant Store Manager
Pilot Travel Centers
10.2001 - Current
- GA Driver's License
- ServSafe Food Handler's Certification 2021
- ServSafe Manager Certification 2024
GED -
Georgia Northwestern Technical College
Nursing Assistant
CNA Nursing School
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