Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nicole Horstketter

Terre Haute,IN

Summary

Service-oriented Associate Manager with commitment to excellence and more than 14 years of experience. Effective collaborator promoting great social and business skills. Proven history of efficiency and reliability. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

11
11
years of professional experience
1
1
Certification

Work History

E-Commerce Manager

Kroger
12.2023 - 10.2024
  • Analyzed sales trends, identifying opportunities for growth and proactively addressing underperforming categories or products.
  • Supervised a team of e-commerce specialists, providing guidance and performance feedback to foster professional development.
  • Introduced automation tools in daily workflows, significantly improving operational efficiency and reducing manual efforts.
  • Regularly reviewed team performance, providing constructive feedback and opportunities for professional growth within the organization.
  • Managed inventory control processes for seamless order fulfillment and customer satisfaction.
  • Managed budget allocation across various e-commerce functions.
  • Coordinated closely with finance department to ensure accurate reporting of sales data and revenue projections.
  • Established effective communication channels between internal stakeholders for smooth decision-making and execution of tasks.
  • Scheduled associates based of forecasted sales to determine hours allotted.


Kitchen Manager

TGI Fridays
02.2023 - 12.2023
  • Implemented and maintained food safety and sanitation standards to establish safe handling and preparation of food.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Reviewed and analyzed kitchen performance to verify gaps and observe continuous improvement.
  • Calculated prices of ingredients to monitor food costs and control expenses.
  • Motivated staff to perform at peak efficiency and quality.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.


Shift Supervisor/ Kitchen

TGI Fridays
02.2022 - 02.2023
  • Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
  • Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
  • Directed activities of team of skilled kitchen workers preparing and serving meals.
  • Trained new hires in food handling and safety protocols to boost knowledge and performance.
  • Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.

Kroger Assistant Manager Training Program

Kroger
11.2021 - 02.2022
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Trained while watching orientation sessions and organized on-the-job training for new hires.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

Associate Manager

TGI Fridays, Central Florida Restaurants
11.2019 - 11.2021
  • Create training schedules for all departments.
  • Oversee Guest Relations and directly contacting guests for resolution of issues.
  • Establish standards for personnel performance and customer service.
  • Perform interviews and participate in hiring decisions.
  • Oversee work orders to vendors for maintenance in the restaurant.
  • Oversaw training and onboarding process for all newly hired employees within TGI Fridays.
  • Mentored and supported all department employees to create strong workplace culture.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
  • Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
  • Established strong relationships with key stakeholders, fostering collaboration and mutual support.

Service Manager

TGI Fridays, Central Florida Restaurants
04.2016 - 11.2019
  • Interviewed, hired, trained, and terminated employees.
  • Created training schedules for all departments.
  • Performed interviews and participated in hiring decisions.
  • Conducted new hire orientations and managed onboarding program.
  • Oversaw Guest Relations and directly contacting guests for resolution of issues.
  • Assisted employees with open enrollment benefits.
  • Scheduled service department staff hours and assigned duties.
  • Established standards for personnel performance and customer service.
  • Ensured customers were served properly and in a timely manner.
  • Oversaw work orders to vendors for maintenance in the restaurant.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints. professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.

Server/ Key Hourly Manager

Applebees
12.2013 - 04.2016
  • Food Service
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Preformed Up-selling
  • Established efficiency
  • Adapting to changes
  • Preformed customer feedback
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  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.

Education

Ivy Tech Community College
Terre Haute, IN

Skills

  • Departmental Management
  • Financial Management
  • Staff Management
  • Inventory Management Strategy
  • Availability Management
  • Managing Terminations
  • Sales Coaching
  • Team Management Experience
  • Managing Customer Needs
  • Managing Cash Register
  • Floor Supervision
  • Shrinkage Management
  • Employee Coaching and Mentoring
  • Administration and Reporting
  • Negotiation
  • Excellent Customer Service
  • Communication
  • Energetic Personality
  • Interpersonal Skills
  • Drive Sales
  • Planning
  • Office Management
  • Accounts Payable
  • Onboarding And Orientation
  • Record Keeping
  • Observation
  • Proper Telephone Etiquette
  • Personal Development
  • Customer Transactions

Certification

Professional Food Handlers License

Timeline

E-Commerce Manager

Kroger
12.2023 - 10.2024

Kitchen Manager

TGI Fridays
02.2023 - 12.2023

Shift Supervisor/ Kitchen

TGI Fridays
02.2022 - 02.2023

Kroger Assistant Manager Training Program

Kroger
11.2021 - 02.2022

Associate Manager

TGI Fridays, Central Florida Restaurants
11.2019 - 11.2021

Service Manager

TGI Fridays, Central Florida Restaurants
04.2016 - 11.2019

Server/ Key Hourly Manager

Applebees
12.2013 - 04.2016

Ivy Tech Community College

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Nicole Horstketter