Monique Silva
Phoenix,Arizona
Summary
Experienced manager with 14 years in customer service and operations management, focusing on profitability and positive customer interactions. Strong background in training and mentoring staff to achieve high performance standards. Skilled in financial management, budgeting, and inventory oversight. Fluent in English, Spanish, and Portuguese, enhancing customer engagement across cultures.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Bartender
UnderTow-Century Grand
05.2024 - Current
- Crafted classic tiki cocktails and specialty drinks, enhancing customer experience and satisfaction.
- Managed bar inventory, ensuring efficient stock levels and minimizing waste.
- Trained new bartenders on best practices, improving team performance and service quality.
- Served high customer volumes during special events, nights, and weekends.
Bartender
Cham Pang Lanes
06.2023 - 03.2026
- Deliver exceptional guest service in a fast-paced environment
- Increase sales by planning menus, creating unique products, and promoting specials
- Trusted to run daily operations including bank deposits, payment processing, cash register balancing, and business opening and closing
Bar Manager
Sazerac
05.2020 - 06.2023
- Rapidly promoted to manager due to excellence in supervision, leadership, and strategic planning
- Oversee service delivery to 250+ guests per day in a fast-paced environment
- Train new hires on company standards and service excellence, yielding 12 high-performing employees
- Optimize inventory levels by monitoring stock and ordering supplies
- Increase sales by planning menus, creating unique products, and promoting specials
- Trusted to run daily operations including bank deposits, payment processing, cash register balancing, and business opening and closing
Assistant Manager, Guest Relations
NBC Universal
07.2018 - 06.2019
- Managed a team of 30+ employees by providing leadership across guest relations services
- Coached staff to exceed expectations and deliver best-in-class guest service
- Implemented performance recognition programs, training workshops, and workforce planning to support operational excellence and long-term goal attainment
International Trainer
P.F. Chang's
09.2009 - 07.2018
- Delivered training, coaching, and mentoring to 40+ new hires across Brazil, Costa Rica, and the UK, achieving a 100% success rate in managerial feedback
- Co-developed and implemented a training program that reinforced P.F. Chang’s brand reputation
- Facilitated 20% sales growth by analyzing product data and coaching a team of 8 bartenders to correct issues with cocktail preparation
- Partnered with branch managers and regional managers to perform needs analysis for immediate and long-range training needs, which boosted employee performance
- Identified training gaps and advised 2 senior leaders on improvements and opportunities
Education
Master of Global Management - undefined
Arizona State University, Thunderbird School of Global Management
Bachelor of Fine Arts-Dance - undefined
University of Wisconsin-Milwaukee
Skills
- Operations management,Customer support and service,Sales training programs,Communication proficiency,Leadership in teams,Financial oversight,Data reporting skills,Cross-cultural interactions,Time efficiency strategies,Brand strategy development,Adobe creative tools,Microsoft Office applications,Salesforce expertise,Tableau analytics tools,Google Analytics proficiency
Certification
Court Of Master Sommeliers-Level 1
Timeline
Bartender
UnderTow-Century Grand
05.2024 - Current
Bartender
Cham Pang Lanes
06.2023 - 03.2026
Bar Manager
Sazerac
05.2020 - 06.2023
Assistant Manager, Guest Relations
NBC Universal
07.2018 - 06.2019
International Trainer
P.F. Chang's
09.2009 - 07.2018
Master of Global Management - undefined
Arizona State University, Thunderbird School of Global Management
Bachelor of Fine Arts-Dance - undefined
University of Wisconsin-Milwaukee