Katrina Flucas Norton
Tallahassee
Summary
Seasoned Assistant Manager with comprehensive knowledge in team leadership, project management, and operational procedures. Strong ability to lead diverse teams, handle multiple tasks simultaneously, and deliver high-quality customer service. Successful track record of improving efficiency, increasing productivity, and driving customer satisfaction in previous roles. Possess strong interpersonal skills, problem-solving abilities, and decision-making prowess that drive business success.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
8
8
years of professional experience
Work History
Shift Manager
Moes Southwestern Grill
Tallahassee
02.2025 - 08.2025
- Supervised team operations during peak hours to ensure service efficiency.
- Trained new staff on restaurant procedures and customer service standards.
- Managed inventory levels and ordered supplies to maintain stock availability.
- Scheduled staff shifts to ensure adequate coverage during busy shifts.
- Resolved customer complaints quickly to maintain satisfaction and loyalty.
- Conducted quality checks on food preparation to ensure safety and freshness.
- Implemented cleanliness standards throughout the restaurant for a safe environment.
- Collaborated with kitchen staff to streamline food production processes effectively.
- Managed daily cash intake by counting out registers and tabulating profits.
- Helped employees accomplish tasks during peak periods.
- Inspected work areas regularly for cleanliness and organization standards.
- Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
- Developed and maintained positive working relationships with staff, customers, and vendors.
- Ensured completion of all opening and closing duties were completed accurately according to established guidelines.
- Coached employees on interactions with customers to drive exceptional service.
- Monitored store operations to ensure compliance with company policies and procedures.
- Provided coaching and guidance to team members when necessary to improve performance.
- Assisted in resolving escalated customer service issues in a timely manner.
- Enforced safety standards throughout the store including proper use of equipment.
- Responded quickly and effectively to emergency situations as they arose.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Maintained inventory levels by monitoring stockroom orders and restocking shelves as needed.
- Directed and led employees and team members on effective operations, methods and procedures.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Analyzed sales reports for trends in order to identify areas for improvement or growth opportunities.
- Conducted daily shift meetings to review sales goals, safety issues, promotions, and other topics.
- Reviewed security footage regularly for suspicious activities or theft attempts.
- Maintained cleanliness and organization of work area.
- Counted and balanced registers.
- Trained, managed and motivated employees to promote professional skill development.
- Directed and supervised staff performance.
Assistant Store Manager
Dollar General
Cairo
01.2020 - 08.2024
- Assisted in managing daily operations and ensuring store compliance with policies.
- Supervised staff schedules and provided training for new team members.
- Coordinated inventory management to maintain stock levels and organization.
- Handled customer inquiries and resolved issues to enhance shopping experiences.
- Supported sales promotions and visual merchandising to attract customers.
- Monitored cash handling procedures for accuracy and security compliance.
- Conducted regular store audits to ensure cleanliness and product availability.
- Collaborated with management on employee performance evaluations and feedback sessions.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Handled scheduling for store shifts to achieve adequate staffing.
- Ensured compliance with all safety regulations throughout the store premises.
- Maintained inventory by checking merchandise to determine levels.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Assisted in recruiting efforts by interviewing candidates for open positions in the store.
- Maintained accurate records of all transactions, stock levels and employee performance metrics.
- Developed an effective system for tracking inventory levels, ensuring stock is available when needed.
- Coordinated with vendors to secure product availability at competitive prices.
- Created promotional campaigns to increase brand awareness and attract new customers.
- Maintained a safe working environment by enforcing safety regulations.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Family dollar
Assistant Manager
Cairo
10.2017 - 05.2022
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Recognized by management for providing exceptional customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Cairo Highschool
Cairo, GASkills
- Team leadership
- Inventory management
- Customer service
- Staff training
- Cash handling
- Compliance monitoring
- Sales analysis
- Visual merchandising
- Conflict resolution
- Effective communication
- Staff training and onboarding
- Opening and closing procedures
- Operations management
- Decision-making
- Training and mentoring
- Team building
- Accurate money handling
- Workplace safety
- Schedule management
- Shift leadership
- Supply ordering
- Staff development
- Verbal and written communication
- Inventory control
- Mentoring and coaching
- Staff motivation
- Schedule oversight
- Customer service focus
- Handling customer complaints
- Employee training
- Hiring and recruiting
- Staff coaching and training
What I have to offer
I offer a hands-on leadership style that focuses on coaching and accountability. I know Zaxby’s values a positive team culture, and I’m great at motivating staff to maintain high standards of speed and accuracy, even during the busiest lunch and dinner rushes. I’m not just a supervisor; I lead by example and am always willing to jump on the line or help at the window when the team needs it"
Timeline
Shift Manager
Moes Southwestern Grill
02.2025 - 08.2025
Assistant Store Manager
Dollar General
01.2020 - 08.2024
Family dollar
Assistant Manager
10.2017 - 05.2022
Cairo Highschool