Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Lisa Silva

Lisa Silva

Selma,Texas

Summary

Experienced District Manager with over 20 years of experience in QSR/Retail. Excellent reputation for resolving problems and improving customer satisfaction. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

20
20
years of professional experience
1
1
Certification

Work History

General Manager of Operations

Travel Centers Of America
01.2019 - Current
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
  • Chaired bi monthly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
  • Designed modern employee recognition program which boosted productivity and improved morale.
  • Enhanced and redefined organizational structure to maintain company's competitive edge across territories.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Reviewed shift reports to understand current numbers and trends.
  • Identified and resolved unauthorized, unsafe or ineffective practices (skimmers)
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Investigated and resolved departmental non-conformances.
  • Advanced productivity KPIs by leading trainings on procedures and safety practices.

District Mnager

Travel Centers Of America
10.2014 - Current
  • Built positive and productive relationships with store and field leadership.
  • Supervised nineteen locations to enforce high-quality standards of operation.
  • Located, developed and promoted talented employees to cultivate collaborative and hardworking leadership team.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Coordinated with other district managers to actualize strategies for improving performance and growing circulation volumes and sales.
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
  • Held weekly meetings with managers to identify techniques to overcome sales obstacles.
  • Modeled best practices for sales and customer service.
  • Boosted bottom-line profits by devising and optimizing effective sales and merchandising programs.
  • Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
  • Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
  • Produced reports outlining financial data to assist management with making strategic plans and operational decisions.

Restaurant Manager

Travel Centers Of America
10.2013 - Current
  • Set clear expectations and created positive working environment for employees.
  • Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.
  • Orchestrated positive customer experiences by overseeing every area of our operations.
  • Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances.
  • Limited portion sizes and used garnishes to control food costs.
  • Built and leveraged community relationships to drive business and maximize catering programs.
  • Analyzed variances and implemented corrective actions to increase average meal checks and customer visits.
  • Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Purchased adequate quantities of food, beverages, equipment and supplies.
  • Carefully interviewed, selected, trained and supervised staff.
  • Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
  • Developed, implemented and managed business plans to promote profitable food and beverage sales.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Identified problems, conducted troubleshooting and sought repair or maintenance support to keep restaurant equipment operational.

QSR Manager

Travel Centers Of America
11.2011 - Current
  • Supervised food preparation stations to observe hygiene and taste quality of food served to customers.
  • Created and implemented policies to achieve customer satisfaction and maintain food service standards.
  • Reduced shortages 98% by holding staff accountable for excessive food waste and conducting shift inventories.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Carefully interviewed, selected, trained and supervised staff.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Maintained safe working and guest environment to reduce risk of injury and accidents.
  • Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.

Assistant Restaurant Manager

Travel Centers Of America
10.2010 - Current
  • Completed inventory purchases and oversaw shipment processing.
  • Kept restaurant compliant with all federal, state and local hygiene and food safety regulations.
  • Immediately resolved issues with patrons by employing careful listening and communication skills.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Supervised all areas of restaurant to keep it clean and well-maintained.
  • Recruited and hired employees offering talent, charisma and experience to restaurant team.
  • Pitched in to help host, waitstaff and bussers during exceptionally busy times such as dinner hour.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
  • Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
  • Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.

Restaurant Manager

Peggy Sues Diner/Gift Shop
10.2003 - 03.2010
  • Set clear expectations and created positive working environment for employees.
  • Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.
  • Orchestrated positive customer experiences by overseeing every area of the diner, pizza and gift shop operations.
  • Prepared restaurant business plan by reviewing demands, analyzing competitors and developing projections for sales and finances.
  • Verified accurate records and sufficient supplies by conducting weekly inventories of food, beverages, and other materials.
  • Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
  • Carefully interviewed, selected, trained and supervised staff.
  • Purchased adequate quantities of food, beverages, equipment and supplies.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
  • Organized receptions, promotions and corporate luncheons.

QSR Manager

Kentucky Fried Chicken, KFC
08.2000 - 03.2003
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Approved regular payroll submissions for employees.
  • Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
  • Recorded inventory sales into organization's weekly income report.
  • Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
  • Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.

Education

High School Diploma -

Silver Valley High School
Yermo, CA

Skills

  • Financial Oversight
  • Team Leadership
  • Budget Management
  • Action Plans
  • Performance Tracking and Evaluations
  • Strategic Planning
  • Scheduling and Coordinating
  • Projections Development
  • Request for Proposal
  • Sales Reporting
  • Operations Oversight
  • Performance Oversight
  • Managing Operations and Efficiency
  • Client Relationship-Building
  • Recruiting and Hiring
  • Policies and Procedures
  • Human Resource Management
  • Sales Forecasts
  • Employee Coaching and Motivation
  • Vendor Management
  • Market Research
  • Operations Improvement
  • Administration and Reporting
  • Retail Inventory Management
  • Profit and Loss
  • Business Growth Opportunities
  • Attention to Detail
  • Retail Effectiveness
  • Team Growth
  • P&L Responsibility

Accomplishments

  • Effectively and efficiently managed a district with 19 stores.
  • Opened four QSR's in a matter of five years.
  • Awarded District manager of the year.
  • Received recognition for lowest turnover in company.

Certification

Texas UST Class A/B Operator

Serve Safe

TABC

Timeline

General Manager of Operations

Travel Centers Of America
01.2019 - Current

District Mnager

Travel Centers Of America
10.2014 - Current

Restaurant Manager

Travel Centers Of America
10.2013 - Current

QSR Manager

Travel Centers Of America
11.2011 - Current

Assistant Restaurant Manager

Travel Centers Of America
10.2010 - Current

Restaurant Manager

Peggy Sues Diner/Gift Shop
10.2003 - 03.2010

QSR Manager

Kentucky Fried Chicken, KFC
08.2000 - 03.2003

High School Diploma -

Silver Valley High School

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Lisa Silva