Kilola Terry
General Manager
Lithia Springs,GA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
General Manager
Dunkin' Donuts
06.2022 - 08.2023
- 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.
- Managed budget implementations, employee evaluations, and contract details.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced operational risks while organizing data to forecast performance trends.
General Manager
Panera Bread
06.2019 - 08.2021
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
RESTAURANT MANAGER
RED LOBSTER
05.2017 - 08.2018
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Led and directed team members on effective methods, operations, and procedures.
- Reconciled cash and credit card transactions to maintain accurate records.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
Assistant General Manager
FIVE GUYS BURGERS & FRIES
12.2015 - 12.2017
- Handled cash accurately and prepared deposits.
- Motivated, trained, and disciplined employees to maximize performance.
- Managed team schedule with eye for coverage needs and individual strengths.
- Mentored and motivated team members to achieve challenging business goals.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Managed budget implementations, employee evaluations, and contract details.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
General Manager
STARBUCKS COFFEE COMPANY
11.2005 - 12.2015
- Improving the store's profits by providing exceptional product quality and service
- Train and develop the restaurant team
- Responsible for training and evaluating every employee
- Take part in directly hiring new team members
- Very strong leadership and communication skills with the ability to make sound decisions when the circumstances require
- Monitor P&L
- Set daily goals
- Inventory ordering and receiving
- Maintains fast, accurate service, positive guest relations, and ensuring products are consistent with company quality standards
- Ensures Occupational Safety & Health Act, local health and safety codes, and company safety and security policy are met
- Assists Profit & Loss management by following cash control/security procedures, maintaining inventory, managing labor, reviewing financial reports, and taking appropriate actions recruiting, scheduling, interviewing, evaluations and hiring team members
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Conducts performance appraisals, takes disciplinary action, motivates and train employees
- Ensures food quality and 100% customer satisfaction
- Ensures complete and timely execution of corporate & local marketing plans
- Till audits
- Operate register
- Assist in managing store
Assembly Line Worker
Husqvarna Outdoor Products
03.2009 - 06.2011
- Used established assembly instructions to complete jobs quickly, accurately, and with zero errors.
- Followed protocols to enhance protection and maintain safe work environment.
- Assembled components with minimal supervision, exceeding expected project milestones.
- Performed visual and functional inspection of components to determine quality and identify defects.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Trained and mentored new employees to apply best practices on assembly line operations and comply with procedures and regulations.
Education
High School Diploma -
Roosevelt High School
Rockford, IL01.2005
Skills
- Cross-Cultural Communications
- Management Training
- Project Management
- Budgeting and Cost Control
- Labor Cost Controls
- Profit and Loss Accountability
- Team Training
Certification
servsafe
Timeline
General Manager
Dunkin' Donuts
06.2022 - 08.2023
General Manager
Panera Bread
06.2019 - 08.2021
RESTAURANT MANAGER
RED LOBSTER
05.2017 - 08.2018
Assistant General Manager
FIVE GUYS BURGERS & FRIES
12.2015 - 12.2017
Assembly Line Worker
Husqvarna Outdoor Products
03.2009 - 06.2011
General Manager
STARBUCKS COFFEE COMPANY
11.2005 - 12.2015
High School Diploma -
Roosevelt High School
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