Customer-oriented General Manager with 10+ years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Hi, I’m
Qiana James
Montgomery,AL
Summary
Overview
8
years of professional experience
1
Certification
Work History
TravelCenters of America (Petro Stopping Centers)
Site General Manager
11.2022 - 08.2024
Job overview
- Demonstrated exceptional leadership by successfully supervising a team of four managers and effectively overseeing a staff of 30+ employees while managing the daily operations of the Travel store
- Provided comprehensive coaching and demonstrated sound customer service principles to all team members, ensuring they were well-equipped to perform job duties
- Improving training completion from 50% to 97%
- Properly implemented and maintained safety programs to ensure the safety of customers and team members
- Increased Reserved Parking occupancy rate from 30% to 102%, resulting in achieving top 10 in the company
- Achieved positive net operating income by formulating accurate budget forecasting for multi-unit business, controlling expenses, and building a deli in the Travel Store, increasing monthly deli sales by 60%.
CC’s Daiquiris
Operations Manager
09.2016 - 05.2024
Job overview
- Leveraged educational background and experience to the critical developmental role in the overall start-up concept, including pricing, menu development, operations, and workflow planning
- Managed daily bar operations and monitored sales, inventory, staffing, and payroll requirements to maximize company profits
- Generating 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, planning and facilitating events
- Created digital and print advertising campaigns, including social media, billboards, street team creation, promotional events, and more.
TravelCenters of America
Regional Operations Specialist in Training
01.2022 - 11.2022
Job overview
- Completed audits on brands like Charleys Cheesesteaks and Popeyes
- Resulting in Popeyes, in Bucksville, AL
- Receiving top 10 in sales and brand stands in the nation
- Assisted with acquiring a Full-Service Restaurant Country Pride from Franchise to Corporate in Montgomery, AL
- Coached new managers on systems, procedures, and brand standards
- Spearheaded a unique project for the VP of Restaurant Operations to assist Charleys in Nashville, TN, in brand compliance, labor, and sales control
- Decreased labor by 25% and increased sales by 40%.
Travel Centers of America (Petro Stopping Centers)
Profit Center Training Manager
06.2019 - 01.2022
Job overview
- Managed daily operations of Charley's Quick Service Restaurant inside Petro Shopping Center, completing all point-of-sale procedures and register reconciliation
- 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 within two months of starting, improving failing brand inspection from 66.06% to 88.23, exceeding the passing requirement of 85%
- Achieved #1 Charley's in Brand standards with 93.23% after five months of promotion, ended with 96.38%
- Developed into a Certified Charley's Philly Cheesesteak Training Manager 6/20.
Education
Strayer University
Master of Public Administration
12.2021
University Overview
GPA: 3.778/4.0
Alabama State University
B.S. in Business Management
05.2016
University Overview
GPA: 3.238/4.0
J.F. Drake State Community & Technical College
A.A.S. in Office Systems
05.2012
University Overview
- Yes
- GPA: 3.661/4.0
Skills
- Customer Relationship Management
- Project Management
- Business Development
- New Business Development
- Strategic Planning
- Employee training and development
- Policy/program development
- Operations Management
- Leadership and team building
- Profit and Loss
- Problem Resolution
- P&L Management
Certification
- ServSafe Certified, 09/21/26, 09/26/26
- Registered ServSafe Examination Proctor, 09/24/26, 09/27/26
Accomplishments
Accomplishments
- 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
References
References
References are available upon requestTimeline
Site General Manager
TravelCenters of America (Petro Stopping Centers)
11.2022 - 08.2024
Regional Operations Specialist in Training
TravelCenters of America
01.2022 - 11.2022
Profit Center Training Manager
Travel Centers of America (Petro Stopping Centers)
06.2019 - 01.2022
Operations Manager
CC’s Daiquiris
09.2016 - 05.2024
Strayer University
Master of Public Administration
Alabama State University
B.S. in Business Management
J.F. Drake State Community & Technical College
A.A.S. in Office Systems
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