Norah Santoyo
San Antonio
Summary
Dynamic manager with a proven track record at Pesto Restaurant Italian Cuisine, excelling in customer service and team leadership. Enhanced operational efficiency through strategic inventory management and staff training, resulting in increased customer satisfaction. Skilled in decision-making and complex problem-solving, fostering a high-performing team culture that drives business growth.
Overview
24
24
years of professional experience
Work History
Manager
Pesto Restaurant Italian Cuisine
10.2012 - Current
- Oversaw daily restaurant functions, maintaining exceptional service quality.
- Managed staff schedules, optimizing workforce efficiency during peak hours.
- Implemented inventory control measures to reduce waste and manage costs effectively.
- Trained new employees on menu offerings and service protocols, enhancing team performance.
- Developed marketing strategies to increase customer engagement and drive sales growth.
- Analyzed customer feedback to identify areas for service improvement and menu adjustments.
- Coordinated special events, successfully increasing venue bookings and enhancing brand visibility.
- Led implementation of health and safety regulations, ensuring compliance across all operations.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
Manager
Al Verde Fruit and Vegetables
10.2010 - 08.2012
- Led daily operations, ensuring high standards of food quality and customer service.
- Developed staff training programs to enhance team performance and efficiency.
- Implemented inventory management systems to reduce waste and streamline ordering processes.
- Coordinated special events, driving increased customer engagement and satisfaction.
- Fostered a positive work environment through effective communication and conflict resolution techniques.
- Oversaw compliance with health regulations, maintaining a safe dining environment for guests and staff.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
Account Representative
San Antonio Credit Union
08.2001 - 10.2010
- Managed client accounts, ensuring accurate and timely service delivery.
- Developed strong relationships with members to enhance customer satisfaction.
- Resolved member inquiries and issues, improving overall member experience
- Analyzed member feedback to identify areas for service improvement initiatives.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Assisted clients in navigating complex financial and legal processes to reduce risks.
- Analyzed accounts for delinquencies and other ongoing issues.
- Collaborated with internal teams to develop tailored solutions for key accounts, fostering long-term partnerships.
- Identified possible at-risk accounts enabling preemptive intervention measures before any loss or dissatisfaction occurred.
Education
San Antonio College
San Antonio, TXHigh School Diploma -
Thomas Clark High School
San Antonio, TX05.1993
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Complex Problem-solving
Languages
Spanish
Native or Bilingual
Timeline
Manager
Pesto Restaurant Italian Cuisine
10.2012 - Current
Manager
Al Verde Fruit and Vegetables
10.2010 - 08.2012
Account Representative
San Antonio Credit Union
08.2001 - 10.2010
San Antonio College
High School Diploma -
Thomas Clark High School