Summary
Overview
Work History
Education
Skills
Timeline
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Laura Guthrie

Tampa,FL

Summary

Results-driven Multi-Unit Manager with a proven track record in building and leading high-performing teams to drive operational efficiency across multiple locations. Strategic thinker with expertise in business process improvement, dedicated to fostering a culture of engagement and excellence that consistently improves customer satisfaction and streamlines operations. Skilled in mentoring and training, ensuring team members are equipped to deliver exceptional service and meet brand standards. Analyzes sales trends and customer feedback to refine product offerings and enhance the overall customer experience. Committed to a guest-centric approach that consistently exceeds expectations and supports sustainable growth.

Overview

6
6
years of professional experience

Work History

Multi-Unit Manager

Jeni’s Splendid Ice Creams
03.2020 - Current
  • Oversaw daily operations of two units, actively guiding, supporting, and fostering a positive culture among a team of20-30 employees
  • This leadership approach prioritized coaching and employee engagement for optimal team performance
  • Coordinated an average of20 on and off-site events a year, ensuring brand standards and client goals alignment
  • Served as a strategic thought partner for managers in resolving customer complaints, contributing to a50% boost in customer satisfaction
  • Guided effective resolution strategies with an emphasis on empathy and proactive communication
  • Utilized sales trends and customer feedback analysis to enhance product offerings, actively contributing to continuous improvement in the customer experience
  • Led cross-functional sessions to optimize inventory and delivery plans, facilitating successful expansion into new markets
  • Improved operational efficiency significantly
  • Enhanced training efficiency through targeted module development and interactive elements, resulting in a25% reduction in training time as part of continuous improvement initiatives

Hiring & Training Manager

Jeni’s Splendid Ice Creams
12.2019 - 03.2020
  • Orchestrated full-cycle recruitment and onboarding processes for a high-traffic environment, successfully recruiting and onboarding20-40 new hires
  • Ensured compliance with local, state, and federal employment standards, streamlining processes for efficiency
  • Collaborated with Store Managers to set hiring quotas, demonstrating strategic workforce planning and alignment with business objectives
  • Conducted interviews, and implemented rigorous candidate evaluation methods, resulting in the selection of high-performing candidates
  • Leveraged training and development expertise to enhance team performance and contribute to a positive work environment

General Manager

Jeni’s Splendid Ice Creams
07.2018 - 12.2019
  • Successfully documented, updated, and executed Standard Operating Procedures (SOPs), ensuring that the team adhered to industry best practices and met organizational standards
  • Led a guest-centric approach, instilling a culture of excellence to exceed expectations consistently
  • Proactively assisted in critical operational tasks, ensuring smooth and efficient daily operations
  • Implemented data analysis framework to assess customer purchasing patterns to create more efficient staff schedules resulting in beating labor projections by5%
  • Demonstrated exemplary leadership skills, consistently guiding the organization toward year-over-year business growth through strategic vision, long-range planning, and effective execution, as evidenced by the achievement and surpassing of key performance indicators (KPIs)

Education

Bachelor of Science - Hospitality Management

Johnson & Wales University
Charlotte, NC
05.2016

Skills

  • Strategic Thinking
  • Staff Training & Development
  • Customer Experience
  • Problem Solving
  • Recruitment
  • Data Analysis
  • Business Process Improvement
  • Brand Management

Timeline

Multi-Unit Manager

Jeni’s Splendid Ice Creams
03.2020 - Current

Hiring & Training Manager

Jeni’s Splendid Ice Creams
12.2019 - 03.2020

General Manager

Jeni’s Splendid Ice Creams
07.2018 - 12.2019

Bachelor of Science - Hospitality Management

Johnson & Wales University

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Laura Guthrie