Rhonda Shaw
Newark,OH
Summary
Dynamic leader with proven expertise in operations management and customer service excellence, honed at Buckeye Lake KOA. Skilled in team leadership and complex problem-solving, I drive performance and profitability through strategic planning and effective staff development. Achieved significant growth by fostering strong relationships and implementing cost-saving measures, demonstrating a commitment to organizational success and employee satisfaction.
Overview
20
20
years of professional experience
Work History
Gift Shop-Snack Shack Manager
Lazy River at Granville
03.2023 - 11.2024
- 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.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
General Manager
Buckeye Lake KOA
10.2004 - 03.2023
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Formulated policies and procedures to streamline operations.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Reported issues to higher management with great detail.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
Education
High School Diploma -
River View
Warsaw, OH05-1974
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Documentation and reporting
- Relationship building
- Operations management
- Staff development
- Shift scheduling
- Policy implementation
- Performance evaluations
- Workforce management
- Budget control
- Expense tracking
- Employee onboarding
- Coaching and mentoring
- Work prioritization
- Policy and procedure development
- Inventory management
- Recruiting and interviewing
- Computer skills
- Positive attitude
- Multitasking
Timeline
Gift Shop-Snack Shack Manager
Lazy River at Granville
03.2023 - 11.2024
General Manager
Buckeye Lake KOA
10.2004 - 03.2023
High School Diploma -
River View
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