Qiana James

Business Management Professional specializing in day-to-day managerial operations and experienced in all stages of operations, not limited to opening brand-new concepts and expanding business through hiring, onboarding, training, project management, and inventory. Experienced in leadership and development. Detailed-oriented and proficient in ensuring customer service satisfaction, employee development, and company success. Customer-oriented General Manager with 10 years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen. Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.

• ServSafe Certified, 09/21/2026, 09/26/2026
• Registered ServSafe Examination Proctor, 09/24/2026, 09/27/2026

• Site General Manager, TravelCenters of America (Petro Stopping Centers), Shorter, AL, 11/2022, 08/2024, Supervised a team of four managers in addition to overseeing a staff of 30+ employees while managing daily operations of the Travel store., Coached, taught, and demonstrated sound customer service principles to all team members, including direct customer contact to resolve issues when needed., Ensured programs were properly implemented and maintained to ensure the safety of customers and team members., Responsible for accurately forecasting total site results and achieving budgeted site EBITDA., Ensured all required training was completed within the required time frame. This also includes training needed by federal, state, and local law and regulations, training on company policy and procedures, and training for job skills., Developed a positive and thriving work environment with leadership and development., Increased Reserved Parking occupancy rate from 30% to 102%., Achieved top 10 in the company for Reserved Parking occupancy May 2024., Achieved positive EBITDA by having all expenses paid on time., Improved training completion rate from less than 50% to 97%., Built a deli in the Travel Store, doubling sales in four months 4/24 – 7/24.
• Operations Manager, CC’s Daiquiris, Montgomery, AL, 09/2016, 05/2024, Leveraged educational background and experience to the critical developmental role in the overall start-up concept, including pricing, menu development, operations, and workflow planning., Manage daily bar operations, including frontline customer service duties, monitoring sales and inventory, vendor relationships, staffing, and payroll requirements to maximize company profits., Completed all point-of-sale opening and closing procedures and daily and weekly sales reconciliation., Generated over $400,000 in revenue in the first six months of business., Created a training program, providing training for more than 30 employees., Dual role as Marketing and Events Coordinator, facilitated planned events and marketing through digital and print advertising, including social media, billboards, street team creation, promotional events, and more.
• Regional Operations Specialist in Training, TravelCenters of America, Westlake, OH, 01/2022, 11/2022, Ensured brands like Charleys Philly Cheesesteaks and Popeyes followed brand standards by performing brand inspections., Assisted in the takeover of Full-Service Restaurant Country Pride from Franchise to Corporate in Montgomery, AL., Worked with our Popeyes locations, getting them ready for brand inspections., Assisted new Managers with systems and procedures., Assisted Popeyes in Bucksville, AL, in claiming a spot in the top 10 in the nation in sales and brand standards., Spearheaded a special project for the VP of Restaurant Operations to assist in labor and sales control for the Nashville location., Assisted Charleys in Nashville, TN, in getting compliant with Brand standards. Also, I created an action plan to bring labor and operations up to TA standards.
• Profit Center Training Manager, Travel Centers of America (Petro), Shorter, AL, 06/2019, 01/2022, Managed daily operations of Charley’s Quick Service Restaurant inside Petro Shopping Center., Completed all point-of-sale opening and closing procedures, including counting cash registers., Handled customer complaints and planned employee staff schedules to ensure guest satisfaction based on customer levels., Completed administrative tasks related to human resource management in hiring, onboarding, training, project management, and inventory., Promoted from Assistant General Manager to Profit Center Manager on 8/12/19., Improved failing brand inspection score from 66.06% to 88.06%, exceeding the passing requirement of 85% two months after promotion., Became #1 Charley’s in Brand Inspections with a 93.23% after five months of promotion. Was leading # 1 with 96.23%., Became a Certified Charley’s Philly Cheesesteak Training Manager 6/20, Health quality score graded at 100%.

• 2022 YWCA Jamestown Women of Achievement Award (Impact Award)
• Achieved recognition from VP of QSR operations for my leadership and support
• Achieved recognition from VP of Restaurant & Food Services Operations for leadership and living the Mission, Value, & Vision of TravelCenters of America