Nancy Villatoro-Sorto
Washington
Summary
Detail-oriented professional with strong communication and project management skills, capable of handling multiple tasks efficiently in fast-paced environments. Recognized for a proactive approach to identifying and resolving issues, with a focus on optimizing processes and supporting team objectives. Dedicated and results-driven, with a proven ability to meet organizational goals through consistent, organized, and strategic practices. Highly skilled in working under pressure, adapting to new challenges, and contributing positively to organizational growth and brand reputation. An encouraging and collaborative leader with strengths in team building, motivation, customer relations, sound judgment, and independent decision-making to drive operational success and positive outcomes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Manager
Chipotle Grill
Washington, DC
05.2018 - 02.2025
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Followed up with customers during and after installations to verify satisfaction.
- Met with customers to discuss service needs and offer available solutions.
- Trained less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Supervised staff of [20-30] personnel by implementing company policies, protocols, work rules and disciplinary action.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Reported issues and escalated those that required further assistance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
Bachelor of Science - Criminal Justice, Minor: Business Administration
Trinity Washington University
Washington, DC05.2025
Skills
- Customer service oriented
- Documentation and reporting
- Verbal and written communication
- Administrative support
- Administrative tasks
- Team leadership
- Multitasking and organization
- Critical thinking
- Employee training and development
- Customer service management
- Workplace safety
- Office administration
- Operational efficiency
- New employee hiring
- Policy and procedure enforcement
- Service quality management
- Staff management
- Technical troubleshooting
- Inventory management
- Staff training and development
- Shift scheduling
- Staff supervision
- Supply ordering
- Multiple priorities management
Accomplishments
- Achieved Food Safety Licensing from DC Government
- Used Microsoft Excel to complete prep deployment
Certification
- Servsafe Certification, Chipotle Mexican Grill - 2021-2025
Timeline
Service Manager
Chipotle Grill
05.2018 - 02.2025
Bachelor of Science - Criminal Justice, Minor: Business Administration
Trinity Washington University
Additional information
References upon request