Serena Mendoza
Reno
Summary
Hands-on operations and customer experience leader with over 20 years of experience leading teams, improving profitability, building customer relationships, and managing fast-paced business operations. Known for a people-first leadership style that balances accountability, operational efficiency, and strong customer service. Proven ability to stabilize underperforming operations, increase revenue, improve team performance, and create environments where both employees and customers feel valued. Experienced across operations management, sales, staffing, budgeting, inventory control, vendor relations, customer retention, marketing, and business development. Recognized for practical problem-solving, hands-on leadership, and the ability to adapt quickly in high-pressure environments while maintaining professionalism and strong operational standards. Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
28
28
years of professional experience
Work History
General Manager
Flowing Tide Pub
05.2019 - 01.2026
- Directed all day-to-day business operations for a high-volume location, overseeing staffing, scheduling, customer service, budgeting, inventory, vendor coordination, compliance, and overall operational performance
- Helped transform a location operating at a significant annual loss into a profitable and sustainable operation within the first year of leadership
- Increased gross profit by approximately 30% year-over-year for multiple consecutive years through labor management, operational efficiencies, customer retention, and local marketing initiatives
- Led, coached, and developed teams of 30+ employees while creating a culture centered around accountability, communication, and customer service
- Managed labor costs, purchasing, inventory, and daily financial reporting while maintaining strong operational standards
- Built strong customer loyalty through visible leadership, relationship-building, and consistent service standards
- Handled customer concerns and operational challenges quickly and professionally in a fast-paced environment
- Developed and executed promotions, events, and community engagement initiatives to increase repeat business and strengthen local relationships
- Worked closely with vendors, contractors, and ownership regarding purchasing, maintenance, repairs, and operational improvements
- Maintained compliance with safety procedures, gaming regulations, cash handling standards, and operational policies
Teaching Assistant
Clark County School District
09.2012 - 08.2018
- Supported classroom operations, organization, and student engagement in a structured educational environment
- Worked closely with teachers and students to reinforce communication, problem-solving, and teamwork skills
- Assisted with classroom management, lesson reinforcement, attendance tracking, and administrative support
Outside Sales Representative
Las Vegas Towel & Tissue
03.2005 - 09.2012
- Managed business-to-business client relationships while driving sales growth and account retention
- Increased sales by 10% annually and sales volume by 5% for three consecutive years
- Built long-term customer relationships through solution-based sales and responsive account management
- Negotiated contracts, pricing, and service agreements while maintaining strong customer satisfaction
Food & Beverage Manager
Ichabod's / Big Daddy's Oil
06.2003 - 06.2006
- Oversaw daily operations, staffing, scheduling, customer service, and team performance for a busy restaurant operation
- Increased sales by approximately 30% through improved customer service, local marketing efforts, and staff development
- Recruited, trained, supervised, and motivated teams of up to 20 employees
- Focused on improving operational consistency, customer experience, and employee accountability
Inside Sales / Service & Support Manager
Western Tool & Supply
07.1998 - 08.2002
- Managed inside sales support, inventory coordination, purchasing, and customer service operations for a high-volume industrial supply company
- Generated over 50% of incoming company orders through strong customer relationships, product knowledge, and responsive service
- Provided support to outside sales representatives and assisted customers with product recommendations and operational solutions
- Coordinated vendor relationships, purchasing, special orders, and inventory management
- Recognized with an Outstanding Performance Award for increasing quarterly sales by 25% or more
Education
Bachelor of Science - Business Management
St Marys University of California
Moraga, CASkills
- Leadership and team building
- Problem resolution
- Operations management
- Customer retention
- Performance improvement
- Vendor relationships
- Expense control
- Operations oversight
- Performance analysis
- Customer relations
- Goal setting
- Administrative skills
- P&L management
Timeline
General Manager
Flowing Tide Pub
05.2019 - 01.2026
Teaching Assistant
Clark County School District
09.2012 - 08.2018
Outside Sales Representative
Las Vegas Towel & Tissue
03.2005 - 09.2012
Food & Beverage Manager
Ichabod's / Big Daddy's Oil
06.2003 - 06.2006
Inside Sales / Service & Support Manager
Western Tool & Supply
07.1998 - 08.2002
Bachelor of Science - Business Management
St Marys University of California
KEY ACHIEVEMENTS
- Profitability Enhancement: Increased venue profitability by 40% through strategic labor management and marketing initiatives.
- Employee Retention Success: Reduced employee turn-over by 25% with targeted recruitment and retention programs.
- Sales Target Exceeded: Secured over $100,000 in sales annually with improved customer relationship management.
- Customer Satisfaction Increase: Achieved a 95% customer satisfaction rating by improving service quality standards.