Melissa Mckiernan
Louisburg,NC
Summary
Dynamic General Manager with a proven track record at Family Entertainment Group, excelling in strategic planning and operations management. Cultivated high-performing teams, driving year-over-year business growth while enhancing customer satisfaction. Adept at problem resolution and labor cost controls, fostering a collaborative environment that promotes efficiency and success.
Overview
18
18
years of professional experience
Work History
General Manager
Family Entertainment Group
07.2020 - 11.2025
- Assisted in developing operational strategies to enhance team performance and productivity.
- Participated in training staff on company policies and standard operating procedures.
- Supported daily management tasks, ensuring alignment with organizational goals and objectives.
- Collaborated with departments to streamline communication and improve workflow efficiency.
- Engaged in problem-solving activities to address customer concerns effectively.
- Contributed to maintaining a safe work environment through adherence to safety protocols.
- Aided in monitoring inventory levels, ensuring availability of necessary resources for operations.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Associate
Accurate Tax
01.2020 - 07.2020
- Assisted in preparation and filing of tax returns for individuals and businesses.
- Supported clients with tax-related inquiries, ensuring accurate information delivery.
- Utilized tax software to streamline data entry and improve processing efficiency.
- Collaborated with team members to resolve discrepancies in financial documentation.
- Conducted research on tax regulations to provide up-to-date guidance to clients.
- Adapted quickly to changing tax laws, enhancing service quality for diverse clientele.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
- Improved team collaboration by initiating regular coordination meetings.
- Collected, arranged, and input information into database system.
Associate
The Rose Hotel
09.2019 - 07.2020
- Assisted clients in preparing accurate tax returns, ensuring compliance with regulations.
- Conducted thorough research on tax laws and updates to provide informed advice.
- Streamlined data entry processes using tax software, enhancing efficiency and accuracy.
- Collaborated with team members to resolve client inquiries and issues promptly.
- Contributed to team meetings by sharing insights on process improvements and client service enhancements.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
Manager
10 Pin
03.2019 - 10.2019
- Oversaw daily operations to ensure efficient workflow and high customer satisfaction.
- Trained and mentored staff on best practices for operational excellence.
- Implemented process improvements that enhanced service delivery and reduced wait times.
- Managed inventory levels, ensuring optimal stock availability for seamless operations.
- Developed staff schedules to maximize coverage during peak hours and events.
- Coordinated maintenance of equipment to minimize downtime and maintain safety standards.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Manager
Leisure Entertainment
12.2007 - 02.2019
- Monitored performance metrics to identify areas for operational improvement and staff development.
- Maintained professional, organized, and safe environment for employees and patrons.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Improved marketing to attract new customers and promote business.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Labor cost controls
- Strategic planning
- Facility management
Timeline
General Manager
Family Entertainment Group
07.2020 - 11.2025
Associate
Accurate Tax
01.2020 - 07.2020
Associate
The Rose Hotel
09.2019 - 07.2020
Manager
10 Pin
03.2019 - 10.2019
Manager
Leisure Entertainment
12.2007 - 02.2019