Sarah Harris
Columbia,TN
Summary
Proven leader in operations management, adept at boosting operational efficiency and employee performance at Shane Co. and Applebee's Grill + Bar. Excels in problem-solving and team leadership, significantly enhancing customer satisfaction and workplace safety. Expert in inventory control and schedule management, achieving notable improvements in performance metrics and operational flow. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Operations Manager
Shane Co.
04.2022 - 07.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Assistant Operations Manager
Shane Co.
10.2019 - 04.2022
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Coordinated with General Manager in different operational issues and promotional activities.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Assisted in budget development and monitoring, identifying opportunities for cost reduction where possible.
- Facilitated smooth transitions during periods of change by providing guidance and support to staff members affected by organizational restructuring or policy updates.
- Maintained a safe work environment by prioritizing employee health and safety in all decision-making processes.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Boosted team morale by recognizing outstanding achievements through awards or public recognition at staff meetings or events.
- Reported issues to higher management with great detail.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Customer Service Associate
Shane Co.
10.2017 - 10.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Proactively sought opportunities for personal growth within the role through continuous learning initiatives.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Sought ways to improve processes and services provided.
General Manager
Applebee's Grill + Bar
03.2015 - 08.2017
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Formulated policies and procedures to streamline operations.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Kitchen Manager
Applebee's Grill + Bar
06.2013 - 03.2015
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Checked and tested foods to verify quality and temperature.
- Mentored and trained new team members, fostering a positive culture of teamwork and collaboration within the kitchen staff.
- Reduced food waste by closely monitoring inventory levels and implementing proper food storage techniques.
- Inspected stock to identify shortages, replenish supply and maintain consistent inventory.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Calculated prices of ingredients to monitor food costs and control expenses.
- Developed strong vendor relationships for consistent delivery of high-quality ingredients at competitive prices.
- Facilitated special event catering coordination, ensuring timely preparation of high-quality dishes while adhering to client specifications.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Oversaw food preparation and monitored safety protocols.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Maximized quality assurance by completing frequent line checks.
Front of House Manager
Applebee's Grill + Bar
04.2012 - 06.2013
- Partnered with back-of-house management in order to maintain seamless communication between teams, ensuring a smooth dining experience for guests.
- Resolved guests complaints while maintaining positive customer environment.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Acted as the main point of contact for guest inquiries, addressing concerns promptly and professionally while maintaining a positive rapport with clientele.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Performed cash handling activities and secured nightly bank deposits.
- Adhered to safe work practices, food safety regulations, and corporate guidelines.
- Monitored inventory levels closely to minimize waste while keeping costs under control through careful planning and purchasing decisions.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Managed staff schedules and maintained adequate coverage for all shifts.
Key Holder
Applebee's Grill + Bar
04.2011 - 05.2012
- Managed daily cash handling procedures, ensuring accuracy in transactions and preventing losses due to discrepancies.
- Resolved customer complaints professionally, resulting in increased customer satisfaction and loyalty.
- Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Managed store personnel by delegating tasks and supervising daily operations.
- Streamlined opening and closing procedures as integral member of store staff.
- Supported store operations during peak hours, effectively managing long queues and high volumes of customers.
Server
Applebee's Grill + Bar
03.2010 - 04.2011
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Bussed and reset tables to keep dining room and work areas clean.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
Education
GED -
Southern Garrett High School
Oakland, MD06.2001
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operational Efficiency
- Employee relations and conflict resolution
- Performance monitoring
- Goal Setting
Timeline
Operations Manager
Shane Co.
04.2022 - 07.2024
Assistant Operations Manager
Shane Co.
10.2019 - 04.2022
Customer Service Associate
Shane Co.
10.2017 - 10.2019
General Manager
Applebee's Grill + Bar
03.2015 - 08.2017
Kitchen Manager
Applebee's Grill + Bar
06.2013 - 03.2015
Front of House Manager
Applebee's Grill + Bar
04.2012 - 06.2013
Key Holder
Applebee's Grill + Bar
04.2011 - 05.2012
Server
Applebee's Grill + Bar
03.2010 - 04.2011
GED -
Southern Garrett High School
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