Kristal Hatok
Wadesboro,NC
Summary
Dynamic Training General Manager at Applebee's, skilled in employee training and strategic planning. Achieved improved retention through innovative onboarding and coaching, enhancing operational efficiency. Proven leader with exceptional interpersonal communication, driving sales growth and fostering a positive work environment. Committed to empowering teams and maximizing performance for long-term success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Training General Manager
Applebee's Neighborhood Grill & Bar
03.2011 - Current
- Streamlined onboarding processes for new hires, resulting in a more efficient and productive workforce.
- Improved employee retention by implementing comprehensive training programs.
- Implemented innovative training methods to engage employees and enhance their professional growth.
- Empowered employees with personalized coaching sessions, equipping them with tools for success in both their personal lives and professional careers.
- Collaborated with department heads to identify areas of improvement and develop targeted training solutions.
- Boosted customer satisfaction by providing ongoing staff training on best practices in customer service.
- Enhanced company performance through strategic training initiatives and effective workforce development.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- 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.
- Formulated policies and procedures to streamline operations.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
Bank Teller
Bank of Stanly
05.2005 - 07.2010
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Collaborated with team members to ensure smooth operations and high-quality service.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
Education
High School Diploma -
Albemarle High School
Albemarle, NC01-2005
Skills
- Employee training
- Onboarding processes
- Project management
- Budget management
- Performance evaluation
- Customer service
- Strategic planning
- Operational efficiency
- Sales growth
- Data analysis
- Team building
- Coaching and mentoring
- Conflict resolution
- Process improvement
- Inventory management
- Vendor relations
- Leadership and team building
- Operations management
- Team player
- Effective leader
- Efficient multi-tasker
- Time management
- Team leadership
- Staff management
- Inventory control
- Staff supervision
- Goal setting
- Employee scheduling
- Verbal and written communication
- Administrative skills
- P&L management
- Motivation
- Labor cost controls
- Deadline oriented
- Consistently meet goals
- Facility management
- Exceptional interpersonal communication
- Staffing
- Workflow planning
- Purchasing
- Business development
- Troubleshooting expertise
- Purchasing and planning
- Cost analysis and savings
- Quality management
- Sound judgment
Accomplishments
- Supervised team of 50 plus staff members.
- Became a training store for our area, that trains new General Managers for other locations.
- Earned the “Mastering the Fundamentals” Award in 2024 for efficient inventory management, strong understanding of health and safety guidelines and implementing effective training for staff.
- Runs below a 1.5% Food Cost
- Average above a 90 score for Ecosure and 97 or above for Health Inspections.
- Maintain growth year over year for P and L's.
Certification
- ServSafe Food Handler's Certification
Timeline
Training General Manager
Applebee's Neighborhood Grill & Bar
03.2011 - Current
Bank Teller
Bank of Stanly
05.2005 - 07.2010
High School Diploma -
Albemarle High School
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