Mary Ramsey
Elizabethtown,KY
Summary
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.
Overview
26
26
years of professional experience
Work History
Service Manager
O'Charley's Restaurant & Bar
Elizabethtown, KY
11.2022 - Current
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Coordinated staff schedules to ensure adequate coverage during peak hours.
- Monitored service performance metrics to identify areas of improvement.
- Guided department employees on changes from management.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Led the recruitment and hiring process for new service department staff.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Addressed customer questions and concerns regarding products and services.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Pitched in to complete various duties during peak periods or employee absences.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Resolved customer complaints quickly and effectively.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Monitored employee performance through key metrics analysis.
- Ensured compliance with applicable laws and regulations related to services provided.
- Reviewed completed work to verify consistency, quality, and conformance.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Updated and maintained service records and documentation for compliance and quality assurance.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Facilitated communication between the service department and other company divisions.
- Recruited and trained new employees to meet job requirements.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Resolved customer complaints in a timely manner.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Conducted regular training sessions for staff on new technologies and customer service best practices.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
Manager
Military Deli And Bakery Service Inc
Aurora, IL
12.2017 - 11.2022
- Coordinated cross-departmental projects to ensure timely and successful completion.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Recruited and trained new employees to meet job requirements.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Implemented quality control measures to uphold company standards.
- Trained employees on additional job positions to maintain coverage of roles.
- Reviewed completed work to verify consistency, quality, and conformance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coached, mentored and trained team members in order to improve their job performance.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Recruited and hired qualified candidates to fill open positions.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Led a team of 8-10 employees, ensuring high productivity and excellent customer service.
- Monitored staff performance and addressed issues.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Ensured compliance with industry regulations and company policies.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Established processes to ensure efficient workflow throughout the organization.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Ensured compliance with regulatory requirements and industry standards.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Directed recruitment, hiring, and training of new staff members.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed risk by developing and implementing effective risk management strategies.
- Assigned work and monitored performance of project personnel.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Developed and implemented strategic plans to achieve company objectives.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Provided leadership during times of organizational change or crisis situations.
- Oversaw marketing initiatives, increasing brand awareness and sales.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Conducted testing of software and systems to ensure quality and reliability.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Operated equipment and machinery according to safety guidelines.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed inventory and supplies to ensure materials were available when needed.
- Completed routine maintenance and repair.
- Prioritized and organized tasks to efficiently accomplish service goals.
Kitchen Manager
O'Charley's Restaurant & Bar
Elizabethtown, KY
07.1999 - 03.2017
- Ensured compliance with health and safety regulations.
- Coached staff on strategies to enhance performance and improve customer relations.
- Trained employees on cooking techniques, safety standards and performance strategies.
- Interviewed, hired and supervised back of house staff to clean tables, remove dishes, take food to tables and assist servers and bartenders.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Maximized team performance by training new employees on proper food handling and restaurant protocols.
- Resolved problems or concerns to satisfaction of involved parties.
- Resolved customer complaints in a timely manner while maintaining a positive attitude towards guests at all times.
- Inspected dining and serving areas for cleanliness and proper setup.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Assisted staff by serving food and beverages or bussing tables.
- Inspected equipment regularly to identify necessary repairs or replacements.
- Used learning tools and programs to develop and maintain knowledge of food products, promotions and sales functions.
- Evaluated employee performance through observation of work habits, attitude toward customers and adherence to company policies.
- Planned kitchen staff schedules to maximize coverage and encourage collaboration.
- Delegated work to staff, setting priorities and goals.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Managed employee relations by providing guidance on job duties as well as disciplinary actions when needed.
- Motivated kitchen staff by establishing goals to increase productivity and quality.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Inspected restrooms and dining and serving areas to foster cleanliness and proper setup.
- Trained new employees on kitchen procedures and policies.
- Ordered ingredients and supplies to maintain adequate inventory levels for the kitchen.
- Ensured compliance with all applicable local, state and federal laws governing food service operations.
- Monitored sanitation practices to ensure that all employees adhere to health department regulations.
- Distributed food to service staff for prompt delivery to customers.
- Conducted regular staff meetings to discuss menu changes, safety protocols and performance reviews.
- Kept kitchen equipment properly functioning by following manufacturer's operating instructions and educating staff on proper use.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
- Oversaw food preparation, production and presentation according to quality standards.
- Implemented surface and equipment schedules and standards to maintain clean, neat and sanitized kitchen.
- Maintained accurate records of food costs, labor costs, waste management and other related expenses.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Trained new employees to perform duties.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Promoted an atmosphere of teamwork among kitchen staff members by fostering open communication between team members.
- Oversaw daily operations of the kitchen including meal preparation, cooking methods, portion sizes and plate presentation.
- Worked with vendors to establish strong relationships and maintain proper inventory supplies.
- Reviewed vendor invoices for accuracy before authorizing payment transactions.
- Utilized various preparation and cooking methods to create menu items in accordance with recipes.
- Performed weekly inventories of food items stored in refrigerators or freezers.
- Created weekly schedules for kitchen staff members based on anticipated business volume.
- Oversaw meal preparation and monitored food handling to encourage safety.
- Analyzed financial data including sales reports, budgeting information and cost analysis reports to make operational decisions.
- Trained new kitchen staff on proper food handling techniques and safety regulations.
- Developed and implemented kitchen policies, procedures and quality standards.
- Received, organized and rotated paper goods and food ingredients.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Completed day-to-day duties accurately and efficiently.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Operated a variety of machinery and tools safely and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Managed inventory and supplies to ensure materials were available when needed.
- Operated equipment and machinery according to safety guidelines.
- Completed routine maintenance and repair.
- Achieved cost-savings by developing functional solutions to problems.
Education
Associate of Arts - Business Administration And Management
Ashford University
San Diego, CA05-2013
Skills
- Productivity monitoring
- After-sales support
- Culture development
- Supply procurement
- Strategic business planning
- Customer service
- Team scheduling
- Resource allocation
- Client retention strategies
- Employee supervision
- Estimating and quoting
- Coaching and mentoring
- Establishing vision
- Workplace safety
- Service scheduling
- Verbal and written communication
- Service order flow
- Critical thinking
- Inventory management
- Goal oriented
- Continuous improvement
- Staff management
- Maintenance and repair
- Performance evaluations
- Hospitality and accommodation
- Reliable and responsible
- Regulatory compliance
- Problem-solving
- Analytical thinking
- Process implementation
- Customer satisfaction measurement
- Task delegation
- Quality control
- Cost estimates
- Shift scheduling
- Time management
- Reporting and documentation
- Upselling
- Budget control
- MS office
- Supply ordering
- Office administration
- Conflict resolution
- Business development
- Crew leadership
- Operational efficiency
Timeline
Service Manager
O'Charley's Restaurant & Bar
11.2022 - Current
Manager
Military Deli And Bakery Service Inc
12.2017 - 11.2022
Kitchen Manager
O'Charley's Restaurant & Bar
07.1999 - 03.2017
Associate of Arts - Business Administration And Management
Ashford University