Summary
Overview
Work History
Education
Skills
Timeline
Receptionist
Kara Mia Burch

Kara Mia Burch

Normal,IL

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

24
24
years of professional experience

Work History

Director of Operations

Chick-fil
01.2020 - Current
  • Achieved team goals through formalized training plans, coaching, and performance management
  • Defined, implemented, and revised operational policies and guidelines
  • Analyzed customer feedback and identified areas for improvement to drive business success
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
  • Analyzed business operations and implemented strategies to improve operational cohesiveness
  • Developed systems and procedures to improve operational quality and team efficiency
  • Established and monitored quality assurance standards to achieve operational excellence
  • Managed purchasing, sales, marketing and customer account operations efficiently
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
  • Reported issues to higher management with great detail
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit
  • Increased sales by over 20%
  • Managed over 140 employees
  • Multitasked several roles
  • Remained organized in all tasks
  • Found creative ways to push results and relationships to have a positive influence on the business

General Manager

Chili's
01.2011 - 01.2018
  • Developed and implemented strategies to increase sales and profitability
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning
  • Implemented operational strategies and effectively built customer and employee loyalty
  • Developed and maintained relationships with customers and suppliers through account development
  • Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures
  • Analyzed market trends and competitor activities to create competitive advantages
  • Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives
  • Trained new employees on proper protocols and customer service standards
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths
  • Implemented business strategies, increasing revenue and effectively targeting new markets
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
  • Raised property accuracy and accountability by creating new automated tracking method
  • Managed over 80 employess
  • Oversaw and managed all finances of the business
  • Consistent net store profit production and placing in top 10 Chili's in region
    Hire, train, and direct hosts, servers, cooks, and bus staff
    Order all food, plan food rotation and storage
    Enforce quality assurance standards
    Work heavily in community to drive sales and strong relationships
    Have set challenging budgets that have always been met and have exceeded companies goals
    Follow a monthly P&L that has been recognized for the excellent results
    Received Community award in 2011
    Received Excellence award in 2013
    Leader in all restaurants in the region for guest satisfaction surveys and overall intent to return.

Asst GM

Chilis Resturant
2004 - 2010
  • Supervised shift
  • Managed back house operations
  • Controlled operations costs by setting up effective management tools
  • Received Manager of the Year in 2008
  • Received Cool Place award in 2009
  • Motivated, trained, and disciplined employees to maximize performance.
  • Managed team schedule with eye for coverage needs and individual strengths.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed budget implementations, employee evaluations, and contract details.
  • Collaborated with other departments to establish productive and timely completion of projects.
  • Trained new employees on proper protocols and customer service standards.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Reported issues to higher management with great detail.

Server, Bartender and Shift Supervisor

Chili's
01.2000 - 01.2005
  • Learned how to excel in guest service and took each opportunity to do so
  • Excelled at all job tasks given and was always ranked within top 5 in any restaurant contests or company contests.
  • Worked with POS system to place orders, manage bills, and handle complimentary items
  • Cultivated warm relationships with regular customers
  • Served food and beverages promptly with focused attention to customer needs
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards
  • Set positive tone for entire dining experience as first point of contact for incoming guests
  • Resolved customer complaints promptly and professionally to maintain positive reputation
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff
  • Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business

Education

High School Diploma -

Wheaton Warrenville South High School
Wheaton, Illinois
05.2000

Skills

  • Sales Expertise
  • Project Planning
  • Staff Training
  • Administrative Skills
  • Customer Experience
  • Training and Development
  • Operations Management
  • Team Leadership
  • Coaching and Mentoring
  • Event Management
  • Leadership

Timeline

Director of Operations

Chick-fil
01.2020 - Current

General Manager

Chili's
01.2011 - 01.2018

Server, Bartender and Shift Supervisor

Chili's
01.2000 - 01.2005

Asst GM

Chilis Resturant
2004 - 2010

High School Diploma -

Wheaton Warrenville South High School

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