Laura Mack
Raleigh,NC
Summary
Seasoned General Manager with a proven track record at Dave's Hot Chicken, adept in P&L management and visionary leadership. Excelled in boosting revenue through innovative strategies, fostering team unity, and enhancing customer experiences. Skilled in analytical thinking and problem resolution, consistently achieving operational excellence and surpassing financial goals.
Overview
9
9
years of professional experience
Work History
General Manager
Dave's Hot Chicken
Raleigh, NC
09.2024 - Current
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Administered employee discipline through verbal and written warnings.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Ensured compliance with local health department regulations regarding food safety standards.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Implemented successful business strategies to increase revenue and target new markets.
- Trained employees on duties, policies and procedures.
- Delegated work to staff, setting priorities and goals.
- Designed sales and service strategies to improve revenue and retention.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Developed service and sales strategies to improve retention and revenue.
Unit Manager/Division Trainer
Waffle House
Greenville, NC
04.2016 - 11.2022
- Managed team of 25, fostering a collaborative and productive work environment.
- Led recruitment efforts, interviewing, hiring, and training new staff members.
- Developed and executed marketing strategies to increase unit visibility and revenue.
- Conducted regular performance evaluations, offering constructive feedback and setting goals.
- Provided training sessions for newly hired personnel on relevant skills required for their roles.
- Conducted performance reviews for all unit personnel.
- Maintained accurate records of employee attendance and leave requests.
- Evaluated existing procedures for potential improvements in efficiency or cost savings measures.
- Monitored compliance with health and safety regulations, ensuring a safe work environment.
- Organized and scheduled staff meetings to discuss policies and procedures.
- Developed effective strategies to improve employee morale, motivation, and engagement.
- Ensured that the unit was compliant with safety standards and protocols set by the organization.
- Resolved complex customer service issues in a timely manner.
- Implemented ongoing educational objectives to improve staff competencies in safety, quality and core measures.
- Created reports on departmental activities for senior management review.
- Prepared and presented reports on unit performance, challenges, and achievements to senior management.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Monitored daily operations, ensuring compliance with applicable laws and regulations.
Education
High School Diploma -
Alief Hastings
Houston, TX05-1997
Skills
- Branding
- P&L management
- Visionary leadership
- Sound judgment
- Risk mitigation
- Community outreach
- Analytical skills
- Verbal and written communication
- Multi-unit operation management
- Effective leader
- Inventory control
- Customer retention
- Leadership and team building
- Operations management
- Efficient multi-tasker
- Top talent recruiting, hiring, and retention
- Interpersonal skills
- Training and coaching
- Problem resolution
- Sales expertise
- Staffing
- Data review
- Administrative skills
- Customer experiences
- Employee scheduling
- Performance improvement
Timeline
General Manager
Dave's Hot Chicken
09.2024 - Current
Unit Manager/Division Trainer
Waffle House
04.2016 - 11.2022
High School Diploma -
Alief Hastings