Rebecca N. Cervantes
San Antonio
Summary
My career goal is to succeed in every aspect of my job, with determination, responsibility, and integrity.
Over 10 years of experience in cash handling and customer service. Over 10 years of experience in the retail industry. Strong organizational, customer service and communication skills with the ability to independently plan and direct business affairs. Provide thoughtful, well-reasoned input into developing standard operating procedures. Work to build senses of interconnectedness among department with the aims of increasing efficiency, ensuring compliance, and promoting ethical practices.
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.
Customer-oriented general manager with several 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.
Service-oriented professional focused on delivering exceptional customer experiences to drive consistent revenue growth. Coordinates resources to meet expected business and customer demands. Sales expert, organized decision-maker and strategic planner with top-notch interpersonal and communication skills.
Accomplished industry leader offering many years of management expertise including staff training and development, performance evaluation, and continuous improvement. Focused and efficient with proficiency in financial reporting and budget adherence. Demonstrated success in evaluating P&L to achieve targets.
Overview
11
11
years of professional experience
Work History
General Manager
Paradies Lagardere
San Antonio
07.2021 - 02.2025
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Conducted market research to identify trends, opportunities, and threats in the industry.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Oversaw product development initiatives from concept through completion stages.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Ensured compliance with local health department regulations regarding food safety standards.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Guided management and supervisory staff to promote smooth operations.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Trained employees on duties, policies and procedures.
- Administered employee discipline through verbal and written warnings.
- Designed sales and service strategies to improve revenue and retention.
- Recruited, interviewed and hired qualified staff for open positions.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Supervised employees through planning, assignments, and direction.
- Tracked monthly sales to generate reports for business development planning.
- Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
- Created schedules and monitored payroll to remain within budget.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Analyzed market trends to inform business decisions and strategies.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Developed service and sales strategies to improve retention and revenue.
- Formed and sustained strategic relationships with clients.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Mitigated business risks by working closely with staff members and assessing performance.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Implemented successful business strategies to increase revenue and target new markets.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
General Manager of Food Service
Dairy Queen
San Antonio
03.2014 - 04.2017
- Manage entire operation of restaurant during scheduled shifts.
- Maintain standards for product and service quality, restaurant cleanliness and sanitation, and speed of service.
- Ensure guest service in all areas meets company standards.
- Prepare hourly employee schedules to meet the staffing requirements for each day.
- Performed administrative tasks including payroll processing, budgeting activities.
- Implemented cost-saving measures throughout the organization without compromising quality of product or service delivery.
- Created operational policies and procedures to ensure efficient operations, quality control, and safety standards.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Organized promotional events such as special menus or discounts in order to attract more customers.
- Maintained a safe working environment by conducting regular inspections, enforcing safety regulations, and responding promptly to any hazards or accidents.
- Managed inventory levels ensuring that adequate supplies are available at all times while minimizing waste.
- Monitored daily financial transactions and prepared weekly reports for management review.
- Coordinated with vendors to ensure proper supply of food items at competitive prices.
- Trained and supervised staff members in all aspects of restaurant operations.
- Scheduled staffing levels according to expected business volume on a daily basis.
- Negotiated contracts with suppliers for purchasing food ingredients at the most competitive rates.
- Established effective communication between kitchen staff and wait staff to provide seamless service experience for guests.
- Assessed training needs of personnel regularly and conducted necessary training programs.
- Provided feedback regarding menu suggestions from customers in order to improve overall dining experience.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
- Developed relationships with key customers to maximize revenue potential.
- Responded to customer concerns efficiently, accurately and with detailed information.
- Adhered to company food, safety, quality and sanitation policies.
- Reconciled daily transactions, balanced cash registers and deposited restaurant's earnings at bank.
- Conducted performance evaluations for staff, providing feedback and setting goals for improvement.
- Served customers by phone to take orders and answer product or service questions.
- Reviewed daily task list with employees and assigned tasks for completion.
- Implemented cost control measures to reduce expenses and increase profitability.
- Coordinated with chefs and kitchen staff to develop menus that satisfied customer preferences while managing costs.
- Reduced food waste by overseeing and planning ingredients, anticipated customers, and popularity of items.
- Coordinated maintenance and repair of food service equipment.
- Oversaw daily operations of restaurant, ensuring efficient service and customer satisfaction.
- Analyzed sales data and financial reports to identify trends and areas for improvement.
- Conducted regular staff meetings to discuss operational improvements and address concerns.
- Monitored actions of staff and customers to uphold health and safety standards.
- Updated restaurant policies and procedures as needed to improve workflow and efficiency.
- Rotated and replenished products in display cases.
- Hired and trained new food service personnel to maintain high productivity levels of staff.
- Managed inventory and rotated food products in storage to avoid spoilage and waste.
- Maintained compliance with health and safety regulations, ensuring a clean and safe dining environment.
- Collaborated with health inspectors to address any compliance issues promptly.
- Monitored food preparation methods, portion sizes, and presentation to ensure quality standards were met.
- Handled customer complaints and feedback, implementing changes to improve service.
- Fostered a positive working environment, encouraging teamwork and employee engagement.
General Sales and Operations Manager
City Tours Inc.
San Antonio
04.2014 - 02.2017
- The first duty of a cashier is to greet the customers entering into the organization.
- Handling all the cash transactions of the organization.
- Receive payment by cash, checks, cred card etc.
- Responsible for making reservations for customer’s transportation and from the airport.
- Answering multiple phone lines and being accountable for clocking in employees as well as processing paperwork.
- Directing drivers to their destinations throughout a work shift.
Education
Bachelor of Arts - Language Arts Education
Texas State University
San Marcos, Texas05.2025
Diploma -
Brackenridge High School
06.2007
Skills
- Client Relationships
- Talent Acquisition & Training
- Computer Literate
- Data Entry
- Typing – 60 wpm
- Goal Oriented
- Organized and Multitasked
- Highly Motivated
- Outstanding Customer Service
- Marketing/Communication
- Curriculum development
- Instructional design
- Customer service
- Project management
- Team building
- Effective communication
- Employee training
- Time management
- Problem resolution
- Budget analysis
- Salary structure/compensation analysis
- Staffing
- Risk management
- Cost analysis and savings
- Deadline oriented
- Global solutions
- Service quality improvement
- Employee scheduling
- Leadership
- Networking
- Project scope
- Vendor negotiations
- Effective leader
- Safety protocol
References
Available upon request
Volunteer Awards
- Girl Scout Volunteer member, 08/02, 06/15
- Elf Louise, Volunteer, 12/2013
- Rock N Roll Marathon, Volunteer, 12/2014
Core Knowledge And Skill Areas
- Client Relationships
- Talent Acquisition & Training
- Computer Literate
- Data Entry
- Typing – 60 wpm
- Goal Oriented
- Organized and Multitasked
- Highly Motivated
- Outstanding Customer Service
- Marketing/Communication
Timeline
General Manager
Paradies Lagardere
07.2021 - 02.2025
General Sales and Operations Manager
City Tours Inc.
04.2014 - 02.2017
General Manager of Food Service
Dairy Queen
03.2014 - 04.2017
Bachelor of Arts - Language Arts Education
Texas State University
Diploma -
Brackenridge High School