Hi, I’m
Nicole Elam
Atlanta,GA
Summary
Hard-driving business leader offering skill in strategic business planning and team development. Skillfully recruit and train employees at all levels to meet customer and business demands. Articulate, forward-thinking and resourceful in meeting unique needs. Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in increasing profits, reducing costs and transforming customer service standards. Experienced in leading and supervising operational and sales teams. Talented Owner with excellent marketing, customer service and facility oversight skills and more than 15 years of experience. Highly effective and comfortable working with people at all levels in organization.
Overview
16
years of professional experience
1
Certification
Work History
Jan-Pro Georgia
Owner/Operator
01.2018 - Current
Job overview
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Established foundational processes for business operations.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated suppliers to maintain cost controls and improve operations.
- Trained and developed team members to build human capital.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
Popeyes - Raceland, LA
District Manager
03.2021 - 03.2023
Job overview
- Oversaw 6 stores and over 420 employees averaging about 70 team members per location
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Modeled best practices for sales and customer service.
- Coordinated with other district managers to actualize performance improvement strategies.
- Built positive and productive relationships with store and field leadership.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Exceeded sales targets with well-developed sales strategy and empowering team coaching.
- Generated financial and operational reports to assist management with business strategy.
- Optimized team performance with newly implemented sales and merchandising procedures.
- Optimized in-store merchandising and monitored inventory availability to increase sales.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Evaluated costs against expected market price points and set structures to achieve profit targets.
Jamba Juice - Decatur, GA
District Manager
11.2015 - 04.2021
Job overview
- Hired as GM, promoted to DM during 3-month training process
- Oversaw the opening of 4 stores in Georgia, a new market for Jamba Juice
- Was an integral part of all store openings and oversaw a total of 200+ people
- Developed service quality standards that provided a consistently satisfying customer experience thus placing #1 in region for customer service scores consistently for all locations
- Developed 1 Shift Leader who is now a GM
- Coached and developed 1 Crew Member into an AGM
- With Jamba Juice's being new to the area, it was imperative to get active in the community and perform local marketing efforts
- Built and maintained relationships with several clients, and corporate accounts including Emory University and Georgia State University who became repeat customers
- Would also do events for Emory such as supplying smoothie tastings at Book Signings and other university events which continued to build brand awareness and increase sales
- Brought product tastes to neighboring businesses, restaurants, and educational institutions to build brand awareness
- Identified 4 repeat customers that were real estate agents
- Capitalized on relationship and suggested using Smoothie Boxes for sales efforts
- These 4 customers then regularly purchased Smoothie Boxes (up to 50 smoothies per box) to offer at open houses and became a healthy stream of revenue for the location
- Sponsored local teams from the area schools and would then sell products at games and other local sporting events
- One of the stores had a heavy veteran population, so did lots of work with the VA Center and other volunteer opportunities including Toys for Tots
- Built incentives for the kids working at the locations
- If they proved that they were maintaining good grades in school, they chose a prize which ranged from gift cards to movie tickets or a weekend day of
- Ensured compliance with performance metrics, quality standards, sales targets, state labor laws, and business growth objective
- Supervised 6 locations to enforce high-quality standards of operation.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Modeled best practices for sales and customer service.
- Coordinated with other district managers to actualize performance improvement strategies.
- Built positive and productive relationships with store and field leadership.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Exceeded sales targets with well-developed sales strategy and empowering team coaching.
- Generated financial and operational reports to assist management with business strategy.
- Optimized in-store merchandising and monitored inventory availability to increase sales.
- Optimized team performance with newly implemented sales and merchandising procedures.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
Applebee's - Fayetteville, GA
Multi-Unit General Manager
04.2015 - 01.2016
Job overview
- Managed 3 home units, and assisted at 2 additional locations overseeing a total of 400+ team members
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee evaluations, and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Formulated policies and procedures to streamline operations.
Marriott Hotels & Resorts - Georgia & Louisiana
Banquet Server & Banquet Captain/Rest. Supervisor
03.2012 - 10.2014
Job overview
- During the Superbowl, hotel hosted the 49ers in Louisiana.
- Then in 2017-2018 in Savannah, Ga As a Banquet Captain/ Restaurant Supervisor
- Oversaw all aspects of customer service and F&B operations including pre-planned and impromptu orders.
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Utilized effective communication techniques to support server learning and comprehension.
- Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
- Liaised with venue management to monitor logistics and timelines.
- Supervised and mentored kitchen and serving staff.
- Managed budgeting and invoicing for both large and small-scale events.
- Proactively communicated with servers to coordinate workflows and monitor service during busy shifts.
- Handled guest complaints in positively and offered appreciation tokens to build customer loyalty.
Applebee's - New Orleans, LA
Service Manager & AGM
10.2007 - 03.2012
Job overview
- Won #1 Service Manager for the company
- Was transferred to work at the highest volume location of the region due to success
- Hired as server, promoted to bartender, bar manager, and Service Manager, and AGM
- Managed service operations of 65 employees in training/development, as well as maintaining budgets P&L analysis, company compliance, etc.
Education
Associates Degree from Business Administration
B.S. in Business Administration
Skills
- Restaurant experience
- Guest services
- Team management
- Shift management
- Mentoring
- Business development
- Accounting
- Leadership
- Hospitality
- Budgeting
- Conflict management
- Cash handling
- Profit & loss
- Supervising experience
- Sales
- Serving
- Customer service
- Negotiation
- Marketing
- Employment & labor law
- Strategic Planning
- Management
- Banquet Experience
- Project Management
- Account Management
- Process Improvement
- Bartending
- Branding
- Merchandising
- Payroll
- Forecasting
- CRM Software
- Presentation Skills
- Pricing
- Research
- Public Relations
- Financial Planning
- Budget Development
Certification
- ServSafe, 06/2026, Serve safe Manager Certification
- Driver's License, 05/2028
Additional Information
ServSafe certified
Timeline
District Manager
Popeyes - Raceland, LA
03.2021 - 03.2023
Owner/Operator
Jan-Pro Georgia
01.2018 - Current
District Manager
Jamba Juice - Decatur, GA
11.2015 - 04.2021
Multi-Unit General Manager
Applebee's - Fayetteville, GA
04.2015 - 01.2016
Banquet Server & Banquet Captain/Rest. Supervisor
Marriott Hotels & Resorts - Georgia & Louisiana
03.2012 - 10.2014
Service Manager & AGM
Applebee's - New Orleans, LA
10.2007 - 03.2012
Associates Degree from Business Administration
B.S. in Business Administration
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