Jessica McCain
Katy,TX
Summary
I am an adaptable individual bringing 22 years of experience in customer service roles. Motivated professional with well-developed skills in task prioritization and team leadership. I am a hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. I am always excited to take on new projects and challenges. I love being a leader for my team and creating a positive and enjoyable work environment.
Overview
17
17
years of professional experience
Work History
General Manager
Main Squeeze Juice Co.
Sugar Land, Texas
01.2023 - Current
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Oversaw product development initiatives from concept through completion stages.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Ensured compliance with local health department regulations regarding food safety standards.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Administered employee discipline through verbal and written warnings.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Training Manager
TaD's Operation LLc
Katy, TX
10.2020 - Current
- Mentored team members to succeed and advance within department and company.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Collaborated with management to align on strategy and communication of content.
- Deployed learning management system, boosting product awareness, adoption and usage through educational content.
- Produced reports and maintained training documents to support training activities.
- Roleplay various scenarios with teams to build confidence in handling situations.
- Developed testing and evaluation procedures to drive effective outcomes.
- Implemented training improvements to achieve desired results.
- Coordinated with managers to identify skill or knowledge gaps and implement training needs.
- Designed training schedules for new and existing employees.
- Organized manuals, multimedia visual aids and other educational materials to aid training.
- Offered specific training programs to help workers generalized and job-specific abilities.
- Perform monthly inventory of restaurants to maintain efficiency.
- Updated computer systems with new pricing and daily food specials.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
- Maintained safe working and guest environment to reduce risk of injury and accidents.
- Enforced sanitary practices for food handling, general cleanliness and maintenance of dining and kitchen areas.
- Maintain all onboarding/hiring for the company.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Managed accounts payable, accounts receivable and payroll.
- Directed and coordinated restaurant activities to obtain optimum customer service and strong employee development.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Assisted staff by serving food and beverages or bussing tables.
Slot Floor Supervisor
Penn Gaming
Lake Charles, LA
02.2015 - 09.2020
- Cashed out employee tips and worked with slot technicians to pay out jackpots.
- Monitored activity throughout casino floor and reported issues to Casino Manager.
- Oversaw floor production activities for team of 75 employees.
- Smoothly oversaw efficient and accurate monetary transactions between casino and customers.
- Maximized customer satisfaction by controlling attendants actions and promoting consistent gaming environments.
- Evaluated workers' performance to write performance reviews.
- Monitored payment of hand-delivered jackpots to verify promptness.
- Moderated floor disputes to protect business assets and resolve customer service issues.
- Notified security department of identified or suspected illegal play activities and player behaviors.
- Answered patron questions about gaming machine functionality and explained how to properly use devices.
- Balanced staffing by moving attendants between games and reorganizing flow to cover each section.
- Managed schedules and labor for employees.
Casino Beverage Supervisor
Penn gaming
Lake CHarles, LA
01.2012 - 02.2015
- Inspected and monitored cleanliness of beverage service stations and complied with health code regulations.
- Recruited, hired, trained and supervised service team of 200 employees.
- Managed beverage program, menu development, staffing, inventory management and service operations.
- Implemented guest service standards and trained team on best practices for customer excellence.
- Attracted, recruited and trained new employees.
- Performed inventory and ordering daily.
- Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.
- Delegated work to staff, setting priorities and goals.
- Trained staff on policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to employees to supply knowledge of various company programs.
Server/Bartender
Outback Steakhouse
Lake Charles, LA
03.2007 - 01.2012
- Greeted customers, answered questions and recommended specials to increase profits.
- Operated POS terminals to input orders, split bills and calculate totals.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Recorded meal selections and transactions in microsystem to deliver prompt service.
- Cleaned tables and chairs to prepare dining area for next customers.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Addressed complaints to kitchen staff and served replacement items.
- Served food and beverages to patrons and immediately remedied issues with orders.
- Trained new employees on restaurant procedures and plating techniques.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Provided exceptional service to high volume of daily customers.
- Stocked server areas with supplies before, during and after shifts.
- Developed strong and lasting resident relationships.
- Greeted newly seated guests promptly, filled water glasses and brought bread to table.
- Implemented sanitary food handling, holding and service protocols.
- Collected tickets and followed proper cash-handling procedures.
Education
High School Diploma -
Sam Houston High School
Lake Charles, LA05.2004
Skills
- New employee training - I have opened 2 restaurants in the past In my current role I have created our company wide training program and travel to the stores to maintain the procedure I love training new employee to be their greatest!
- Exceptional communicator - communication is key I always communicate with staff and management to make sure everyone is always on the same page I explain thoroughly and make sure everyone understands any new procedure or instruction
- Team direction - I always provide a positive work environment My mood affects the employees mood, everyone want to enjoy their job and have a safe place! I have always been known for the way I communicate with employees I give them positive reinforcement and direction, in turn I receive their respect
- Sales leadership development - I am always looking for creative ways to improve sales or reel in the customer In my current role I invent new menu items and seasonal specials
- Human Resources - In my current role I handle all HR and employee issues I keep a strictly business relationship with my employees and treat everyone fairly
Timeline
General Manager
Main Squeeze Juice Co.
01.2023 - Current
Training Manager
TaD's Operation LLc
10.2020 - Current
Slot Floor Supervisor
Penn Gaming
02.2015 - 09.2020
Casino Beverage Supervisor
Penn gaming
01.2012 - 02.2015
Server/Bartender
Outback Steakhouse
03.2007 - 01.2012
High School Diploma -
Sam Houston High School
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