Summary
Overview
Work History
Education
Skills
Certification
References
Languages
Accomplishments
References
Timeline
Generic

Maria Cerros Mercado

San Francisco,CA

Summary

Personable and dedicated Customer Service Representative with extensive experience in Food industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

14
14
years of professional experience
1
1
Certification

Work History

General Manager

K1 Speed
San Francisco, CA
09.2021 - Current
  • Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products
  • Manage staff, preparing work schedules and assigning specific duties
  • Recruiting/Train new staff

MIT

SBE-ELLAMIA
San Francisco, CA
05.2021 - 08.2021
  • Monitor compliance with health and fire regulations regarding food preparation and serving, and building maintenance in lodging and dining facilities
  • Assess staffing needs, and recruit staff
  • Oversee activities directly related to making products or providing services
  • Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory.

TRAINING/SHIFT SUPERVISOR

Panera LLC
San Francisco, CA
08.2020 - 05.2021
  • Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner
  • Count money and make bank deposits
  • Investigate and resolve complaints regarding food quality, service, or accommodations
  • Coordinate assignments of cooking personnel to ensure economical use of food and timely preparation
  • Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity
  • Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted
  • Schedule staff hours and assign duties
  • Test cooked food by tasting and smelling it to ensure palatability and flavor conformity.

PROJECT MANGER/ OPERATOR MANAGER

Chefables LLC
SAN FRANCISCO, CA
08.2020 - 11.2020
  • Monitor food preparation methods, portion sizes, and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner
  • Count money and make bank deposits
  • Investigate and resolve complaints regarding food quality, service, or accommodations
  • Coordinate assignments of cooking personnel to ensure economical use of food and timely preparation
  • Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity
  • Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted
  • Schedule staff hours and assign duties
  • Test cooked food by tasting and smelling it to ensure palatability and flavor conformity.

GENERAL MANAGER

Specialty's Cafe & Bakery
01.2018 - 05.2020
  • Oversee activities directly related to making products or providing services
  • Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products
  • Interview and hire staff, and oversee staff training
  • Locate vendors of materials, equipment or supplies, and interview them to determine product availability and terms of sales
  • Participate in the development of specifications for equipment, products or substitute materials
  • Control purchasing department budgets
  • Serve as a 'Brand Ambassador', delivering the Specialty's Extraordinary Experience to every guest and acting as an example for Team Members to model themselves after
  • Operate the restaurant to Specialty's Café & Bakery standards for Food Quality, Guest Service, and Cleanliness & Organization at all times Conduct Administrative functions including, but not limited to: Ordering, Receiving, Payroll, Entering Invoices and Checkbook Items, Work directly with outside facilities vendors to ensure all equipment is operating to standard, Manage process and services to acceptable completion, Inventory, Food Safety, Effectively construct weekly team member schedules and daily deployment to meet budgeted labor targets and business flow, Human Resources, Train and continue to develop Managers and Team Members, Maintain balanced teams and communicate hiring needs to HR Recruiter, Validate all Team Member training.

KITCHEN MANAGER/TRAINER

Specialty's Cafe & Bakery
01.2014 - 01.2018
  • Perform management coaching by conducting two 1-on-1s per quarter with each Manager
  • Ensure recognition programs are effective in the café
  • Create a positive, teamwork environment by promoting high morale and encouraging full Team involvement
  • Ensure that Company Policy & Procedures are understood and followed through performance coaching and follow-up
  • Manage and attain all sales and financial targets for food, labor, and controllable costs
  • Ensure café evaluation (BAR, PQA, and HR Audit) standards are met, create action plans to address areas needing improvement
  • Engage in direct communications with the Regional Manager and Home Office Departments
  • Operate within the guidelines of our Company values
  • Ensure kitchen timelines are met within company standards, and manage the guest experience as it pertains to the Back of House staff
  • Food Quality Assurance - Strong product knowledge and commitment to Specialty's standards and recipe adherence
  • Conduct daily product cuttings
  • Ensure Cost of Labor (COL) budget is being met through effective execution of the daily labor schedule and complying with all state and federal Labor Laws (including applicable breaks and meal periods)
  • Conduct Administrative functions including, but not limited to: Financial Awareness, Inventory Control, Food Safety, Rollouts, Effective Coaching, Experience Evaluation (BAR) audits, Ensures proper maintenance of equipment and facilities through the effective execution of Weekly Cleaning Charts
  • Ability to work in all kitchen, production and baking positions
  • Create a positive, teamwork environment by promoting high morale and encouraging full Team involvement
  • Other projects/duties as assigned by the General Manager.

OPENING SHIFT MANAGER

Specialtys Cafe and Bakery
01.2012 - 01.2013
  • Operate within the guidelines of our Company value
  • Keep a professional overall presentation, by modeling friendly, respectful and business-appropriate communication with coworkers and customers
  • Maintain a clean and well-groomed personal appearance in accordance with Specialty's Personal Appearance and Attire Standards Policy
  • Open store, leading both Front and Back-of-House Team Members until Kitchen, Catering, and General Managers arrive
  • Support operational excellence and strive to consistently exceed customer expectations through execution of Specialty's Store Operating Standards
  • Take the lead, with responsibilities that range from assisting customers to supporting the entire bakery-café team
  • Coordinate daily Bakery-Café's management operations
  • Develop action plans to improve quality of store services
  • Enforce policies and procedures by role-modeling and communicating expectations to team members
  • Inspire team members to have fun while delivering exceptional customer experience
  • Work as a lead team player with a passion for continuous learning
  • Participate in training and developing team members
  • Work as part of the Store Management Team to ensure the success of company and region wide rollouts and initiatives, as well as ongoing adherence to company policies & procedures, including Store Operating Standards
  • Ensure that team members are providing exceptional customer service and producing orders on time and correctly
  • Utilize strong organization and cash management skills to ensure accurate handling of store funds
  • Maintain high standards of bakery-café procedures, cleanliness, sanitation standards, and food quality
  • Perform additional projects/duties assigned by the General Managers.

CLOSING SUPERVISOR

Specialtys Cafe and Bakery
San Francisco, CA
01.2010 - 01.2012
  • Operate within the guidelines of our Company value
  • Keep a professional overall presentation, by modeling friendly, respectful and business-appropriate communication with coworkers and customers
  • Maintain a clean and well-groomed personal appearance in accordance with Specialty's Personal Appearance and Attire Standards Policy
  • Close store, leading both Front and Back-of-House Team Members as the sole manager on site.

Mixt

Mixt Restaurant
01.2022 - Current
  • Supervised employees through planning, assignments, and direction.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Designed sales and service strategies to improve revenue and retention.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Adapted teaching methods according to the needs of individual learners or groups.
  • Hired and onboarded team members to meet immediate and expected demand.
  • Implemented cost-saving measures throughout the organization without compromising quality of product or service delivery.
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.

CUSTOMER SERVICE REPRESENTATIVE

Specialtys Cafe and Bakery
San Francisco, CA
06.2010 - 01.2011
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Support operational excellence and strive to consistently exceed customer expectations through execution of Specialty's Store Operating Standards
  • Develop action plans to improve quality of store services
  • Take the lead, with responsibilities that range from assisting customers to supporting the entire bakery-café team
  • Enforce policies and procedures by role-modeling and communicating expectations to team members
  • Inspire team members to have fun while delivering exceptional customer experience
  • Work as a lead team player with a passion for continuous learning
  • Participate in training and developing team members
  • Work as part of the Store Management Team to ensure the success of company and region wide rollouts and initiatives, as well as ongoing adherence to company policies & procedures, including Store Operating Standards
  • Ensure that team members are providing exceptional customer service and producing orders on time and correctly
  • Utilize strong organization and cash management skills to ensure accurate handling of store funds
  • Maintain high standards of bakery-café procedures, cleanliness, sanitation standards, and food quality
  • Perform additional projects/duties assigned by the General Managers.

Education

Associate of Arts - General Studies

01.2005

Skills

  • Team development
  • Calm under pressure
  • Leadership and team building
  • Succession planning
  • Staff development
  • Purchasing and planning
  • Inventory
  • Cash management
  • Team building
  • PPE Use
  • Policy Implementation
  • Expense Tracking
  • Financial Management
  • Staff Development
  • Workforce Management
  • Operations Management
  • Performance Evaluations
  • Verbal and Written Communication
  • Team Leadership

Certification

  • Servsafe certified
  • CPR certified

References

References available upon request

Languages

Spanish
Professional

Accomplishments

  • Mixt 2023 Best Company Developer

References

References available upon request.

Timeline

Mixt

Mixt Restaurant
01.2022 - Current

General Manager

K1 Speed
09.2021 - Current

MIT

SBE-ELLAMIA
05.2021 - 08.2021

TRAINING/SHIFT SUPERVISOR

Panera LLC
08.2020 - 05.2021

PROJECT MANGER/ OPERATOR MANAGER

Chefables LLC
08.2020 - 11.2020

GENERAL MANAGER

Specialty's Cafe & Bakery
01.2018 - 05.2020

KITCHEN MANAGER/TRAINER

Specialty's Cafe & Bakery
01.2014 - 01.2018

OPENING SHIFT MANAGER

Specialtys Cafe and Bakery
01.2012 - 01.2013

CUSTOMER SERVICE REPRESENTATIVE

Specialtys Cafe and Bakery
06.2010 - 01.2011

CLOSING SUPERVISOR

Specialtys Cafe and Bakery
01.2010 - 01.2012

Associate of Arts - General Studies

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Maria Cerros Mercado