Maria Guerra
San Antonio
Summary
Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. Focused and efficient with proficiency in financial reporting and budget adherence. Demonstrated success in evaluating P&L to achieve targets.
Results-driven General Manager known for high productivity and efficient task completion. Skilled in strategic planning, team leadership, and operational management. Excel in communication, problem-solving, and adaptability, ensuring effective team collaboration and customer satisfaction. Committed to driving business growth through innovative strategies and exemplary leadership qualities.
Seasoned General Manager with proven leadership skills. Background includes managing diverse teams, strategic planning and business development in fast-paced environments. Known for improving operational efficiencies, driving revenue growth and fostering customer satisfaction. Committed to building strong team cultures that encourage innovation and openness.
Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
1994
1994
years of post-secondary education
Work History
General Manager
Dollar General
San Antonio
03.2020 - 08.2024
- Directed daily operations to ensure efficient store management and customer satisfaction.
- Managed inventory processes to maintain optimal stock levels and reduce shrinkage.
- Oversaw staff scheduling to ensure adequate coverage during peak hours.
- Trained and mentored team members on company policies and operational procedures.
- Implemented promotional strategies to enhance product visibility and sales performance.
- Conducted regular audits of store appearance and compliance with safety standards.
- Collaborated with district managers to align store goals with corporate objectives.
- Resolved customer inquiries and complaints to maintain a positive shopping experience.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Administered employee discipline through verbal and written warnings.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Tracked monthly sales to generate reports for business development planning.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
Customer Service Lead
Home Depot
San Antonio
05.2013 - 08.2019
- Supervised daily operations of customer service department.
- Trained new staff on customer interaction protocols.
- Resolved complex customer complaints effectively and efficiently.
- Implemented best practices for improving service quality.
- Monitored performance metrics and provided feedback to team members.
- Collaborated with management to enhance customer service strategies.
- Resolved escalated issues from team members or customers in an efficient manner.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Directed customer service staff activities, including training, coaching and performance management.
- Consulted with customers regarding needs and addressed concerns.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Handled customer inquiries and complaints in a professional manner.
General Manager
IHOP
San Antonio
04.2013 - 08.2018
- Directed daily operations to ensure efficient store management and customer satisfaction.
- Managed inventory processes to maintain optimal stock levels and reduce shrinkage.
- Oversaw staff scheduling to ensure adequate coverage during peak hours.
- Trained and mentored team members on company policies and operational procedures.
- Implemented promotional strategies to enhance product visibility and sales performance.
- Collaborated with district managers to align store goals with corporate objectives.
- Resolved customer inquiries and complaints to maintain a positive shopping experience.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Trained employees on duties, policies and procedures.
- Created schedules and monitored payroll to remain within budget.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Administered employee discipline through verbal and written warnings.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Tracked monthly sales to generate reports for business development planning.
- Built and maintained loyal, long-term customer relationships through effective account management.
Education
Cigarroa High School
Skills
- Inventory control
- Budget management
- Staff scheduling
- Sales forecasting
- Vendor negotiation
- Customer relationship management
- Operational efficiency
- Service quality enhancement
- Business development planning
- Employee training
- Problem solving
- Team building
- Effective communication
- Conflict resolution
- Performance evaluation
- Staff development
- Advertising and marketing
- Staff motivation
- Staff training and development
- Leadership
- Staff supervision
- Loss prevention
Languages
Spanish
Professional
English
Professional
Timeline
General Manager
Dollar General
03.2020 - 08.2024
Customer Service Lead
Home Depot
05.2013 - 08.2019
General Manager
IHOP
04.2013 - 08.2018
Cigarroa High School