MELINDA AGNEW
Summary
Results-oriented leader with expertise in operational compliance and team management. Achieved a 24% sales increase while enhancing guest service quality. Dedicated to creating a motivated workforce through effective training and performance management strategies.
Overview
38
38
years of professional experience
Work History
Manager
Charter Spectrum
Greensboro, North Carolina
05.2024 - Current
- Managed team operations to ensure efficient service delivery and customer satisfaction.
- Monitored employee performance and provided feedback to foster individual and team growth.
- Coordinated team schedules and allocated resources effectively.
- Implemented training programs to enhance staff skills and knowledge.
- Developed and implemented training programs to support new staff onboarding and ongoing skill development.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited and hired staff to meet organizational needs.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained detailed records of employee performance and attendance to support management decision-making.
- Facilitated interdepartmental communication to improve process efficiency and collaboration.
- Collaborated with other departments to coordinate workflow processes between teams.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Coordinated cross-functional projects to streamline service offerings and enhance operational workflows.
- Analyzed performance metrics to identify trends and drive process improvement initiatives.
- Analyzed performance metrics to identify trends and drive process improvement initiatives.
Supervisor RMD
Charter Spectrum
Greensboro, North Carolina
05.2023 - 05.2024
- Supervised daily operations to enhance customer service delivery and resolve issues swiftly.
- Managed scheduling and workflow to optimize team performance and efficiency.
- Trained and mentored new team members on company policies and procedures.
- Collaborated with management to improve operational processes and service quality.
- Conducted regular meetings to provide updates and foster open communication on employee concerns.
Supervisor RCS
Charter Spectrum
Greensboro, North Carolina
01.2018 - 05.2023
- Led team in daily operations and ensured compliance with company policies.
- Trained new employees on service standards and operational procedures.
- Coordinated workflow to enhance service delivery and boost customer satisfaction.
- Monitored performance metrics to pinpoint improvement opportunities.
- Implemented training programs that enhanced staff skills and operational effectiveness.
- Conducted team meetings to align on objectives and priorities.
- Collaborated with management to develop strategic initiatives for growth.
- Resolved customer inquiries and escalated issues to appropriate departments.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
DSR / Guest Relation/ Sales / Marketing
Charter Spectrum
12.2017 - 05.2018
- Conducted sales calls to prospective customers, identifying needs and presenting tailored solutions
- Cultivated positive guest interactions to foster loyalty
- Addressed customer inquiries, resolving issues to elevate satisfaction levels
- Handled customer down payments efficiently
- Processed new account orders, coordinating with teams to ensure timely fulfillment
RVP
First Class Advertising LLC
12.2011 - 12.2016
- Curated accounts for hotel guest directory to provide guests with relevant information
- Established accounts for hotel directory to personalize guest experience
- Acquired business cards and essential supplies for hotel rooms to ensure guest readiness
- Set up account for TV channel displays to expand entertainment options for guests.
Marketing/Guest Relations
Oceaneer Motel
12.2013 - 12.2015
- Managed guest interactions to improve overall experience and retention
- Assisted customers in resolving inquiries and issues to ensure satisfaction
- Conducted phone sales to generate qualified leads
- Sales: Setting up large group accounts
- Received payments and processed bank deposits
- Managed operations during owner's absence to ensure service continuity
DM/ RVP
Donatos
Burlington, NC
12.2007 - 12.2011
- Achieved record profitability of restaurant and catering operations.
- Elevated gross sales by 24% at all 7 locations.
- Reduced food and labor costs by 16% while enhancing sales, food/service quality, and guest satisfaction.
- Renegotiated vendor/supplier terms and streamlined operations, unifying front- and back-of-house staff to enhance guest service and profitability.
- Developed strategies for profit and growth in business operations.
- Facilitated opening of seven new store locations by coordinating operational preparations, staffing, and training initiatives.
- Coordinated vendor setup to ensure efficient supply chain operations.
- Led team building classes to enhance collaboration among staff.
- Generated aging reports to track outstanding accounts receivable
TUD
Bojangle
Whitsett
12.2002 - 12.2007
- Increasing sales by 15% each year
- Managed labor scheduling to align with company standards
- Supervised daily shifts to ensure smooth operations
- Developed marketing strategies to promote company services catering
- Conducted training sessions for staff to align with company policies
- Conducted interviews and hired new employees to strengthen team
- Facilitated weekly meetings for all 8 stores to enhance communication
- Exceeding company standard in sales, labor, food and paper cost and turnover
- Opening new stores
- Holding food cost workshops
- Best appearance store
- Administrative audits and inspections
- Weekly P&L's
- Yearly budgets
- Team building workshops
- Marketing
- ServSafe Certified
Front of House Manager
Golden Corral
Burlington, NC
12.1996 - 12.2002
- Floor Duties; managed group of 45 employees; made weekly schedules
- Directed all staff to clean the line and floor to prepare for next day operations
- Counted cash drawers and managed daily deposits to maintain financial accuracy
- Coordinated catering functions for in-house parties.
- Developed marketing strategies to promote services
- Calculated daily and weekly food and labor costs to inform budgeting decisions
- Ordered supplies to ensure operational efficiency
- Interviewed new applicants
- Hired new employees.
- Processing all required paperwork for new employees, such as 1-9 forms
- Processed federal withholding taxes for employees
- State withholding and insurance filing for those eligible
- Inventory and dollar percentages
- Administrative audits and CSQ inspections.
Teacher Asst. / Bus Driver
Alamance Burlington School System
Elon, NC
12.1995 - 12.2002
- Managed bus route for 60 students, ensuring safe and timely transportation.
- Assisted teacher in daily class functions to support student learning and engagement.
- Evaluated and marked student assignments to assess understanding of course material.
- Tutored students in various subjects to enhance their understanding.
- Collected money for field trips and ordered reading materials and workbooks through Scholastic program to enhance classroom resources.
Receptionist
H&R Block Income Tax Service
Burlington, NC
12.1996 - 12.1998
- Delivered customer service by addressing inquiries and resolving tax-related issues, enhancing client satisfaction.
- Answered common tax-related questions and collaborated with tax preparers to assist customers with tax returns.
- Coordinated appointments for customers with tax preparers, streamlining office scheduling.
- Organized and filed documents to maintain an efficient office system.
Office Manager/Receptionist
J.C.Customs
12.1988 - 12.1994
- Executed payroll processing for team members
- Coordinated inventory ordering process to ensure timely supply
- Processed deposits for payments received for services
- Organized and maintained filing system for documents
- Scheduled appointments with new suppliers to finalize orders
- Setting up trips for my boss
- Writing check for other companies
Education
Diploma -
Western Alamance High School
Elon, NC01-1989
Skills
- Hospitality Management
- Front- & Back-of-House Operations
- Guest Service Excellence
- Menu Development
- Vendor/Inventory Management
- Budgeting & Cost Controls
- Payroll/P&L Management
- Financial Reporting
- Multioutlet Operations
- Turnaround Management
- Catering account setup
- Store Budgeting
- Marketing strategies
- Interview new applicants
- Team leadership
- Team training
- Employee training
- Performance management
- Operational compliance
- Safety/Sanitation/Quality Controls
- Safety compliance
- Conflict resolution
- Process improvement
- Process coordination
- Time management
- Problem solving
- Coaching and mentoring
- Effective communication
- Customer service
- Customer relationship management
- Relationship building
- Team building
- Staff discipline
- Policy enforcement
- Employee development
- Marketing
- Vendor setup
- Inventory
- Profit & Growth Strategies
- Employee development
Awards
- Best Customer service award 8 years straight
- Lowest turnover in company
- Food and paper cost
- Show BO Contest for $10,000.00 out of 300 stores after only being with company for 2 years
- Highest sales increase
- Lowest labor
Timeline
Manager
Charter Spectrum
05.2024 - Current
Supervisor RMD
Charter Spectrum
05.2023 - 05.2024
Supervisor RCS
Charter Spectrum
01.2018 - 05.2023
DSR / Guest Relation/ Sales / Marketing
Charter Spectrum
12.2017 - 05.2018
Marketing/Guest Relations
Oceaneer Motel
12.2013 - 12.2015
RVP
First Class Advertising LLC
12.2011 - 12.2016
DM/ RVP
Donatos
12.2007 - 12.2011
TUD
Bojangle
12.2002 - 12.2007
Front of House Manager
Golden Corral
12.1996 - 12.2002
Receptionist
H&R Block Income Tax Service
12.1996 - 12.1998
Teacher Asst. / Bus Driver
Alamance Burlington School System
12.1995 - 12.2002
Office Manager/Receptionist
J.C.Customs
12.1988 - 12.1994
Diploma -
Western Alamance High School