Nicolasa Flores
West Allis,WI
Summary
Dedicated, ambitious, and self-motivated General Manager with excellent customer service skills. Seeking a company that is in need of a highly effective leader focused on customer expectations and building strong profit margins. Almost 10 years of leadership experience as well as 4 years of salaried Management experience. Second year as General manager and have been in position at 2 locations. Management style is considered motivational. I believe in encouraging people to be the best they can be while holding the standards set. strong foundation in Guest services, Guest experiences & satisfaction, Cleanliness, Safety, Problem Resolution, Microsoft Office Skills, Project Management, SERV Safe Certified, and Compliance.
Overview
6
6
years of professional experience
Work History
General Manager
Red Lobster
05.2023 - Current
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Trained and guided team members to maintain high productivity and performance metrics.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Creates and implements a sales growth plan for the restaurant by building relationships in the local community and building a foundation for the restaurant.
- Identifies opportunities through analysis of the P&L and operations Ledger to set and Achieve a profitable restaurant.
- Responsible for 40+ team members at a time.
Restaurant Manager
Red Lobster
02.2022 - 05.2023
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Correctly calculated inventory and ordered appropriate supplies.
- Effectively managed paperwork for new hires, current employees and terminations.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Ensure high level and quality pre-meal checks are in place for safety and sanitation of team, and guests.
- Engage in figure 8's to understand how to improve team member experience and overall grow knowledge and experience of our team
- Reconciled cash and credit card transactions to maintain accurate records.
Lead Member Service Representative
Sam's Club
03.2019 - 02.2021
- Collaborated with fellow team members to develop innovative solutions for recurring problems, reducing issue recurrence rates significantly.
- Conducted timely follow-up calls with members after issue resolution, ensuring complete satisfaction and strengthening member relationships.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Responsible for 30 associates or more at a time
- Overlooked 5 departments
- Managed high call volumes while maintaining exceptional service quality, consistently surpassing performance benchmarks set by management.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
Education
High School Diploma -
Winford Academy
Milwaukee, WI06.2022
Skills
- Leadership and team building
- Problem Resolution
- Operations Management
- Team Player
- Leads guest relations
- Cash handling
- Ordering and receiving
- Time Management
- Staff Motivation
- Labor Cost Controls
Languages
Spanish
Limited Working
Timeline
General Manager
Red Lobster
05.2023 - Current
Restaurant Manager
Red Lobster
02.2022 - 05.2023
Lead Member Service Representative
Sam's Club
03.2019 - 02.2021
High School Diploma -
Winford Academy
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