Shana Nusz
Lubbock
Summary
Dynamic Area Director of Operations with a proven track record at Miracle Restaurant Group, excelling in budget management and regulatory compliance. Skilled in strategic decision-making and team leadership, I have successfully implemented initiatives that enhanced customer satisfaction and improved operational efficiency, driving significant revenue growth and fostering a culture of excellence. Results-driven Area Director of Operations known for high productivity and efficient task completion. Possess strategic planning, team leadership, and operational optimization skills crucial for driving organizational success. Excel in communication, problem-solving, and adaptability, leveraging these soft skills to navigate complex challenges and achieve operational excellence.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Area Director of Operations
Miracle Restaurant Group
Lubbock
07.2014 - 04.2025
- Ensured compliance with applicable laws, regulations, standards, policies, procedures and guidelines within the area of operations.
- Managed budgeting activities, including forecasting costs and developing cost-saving initiatives.
- Established operational guidelines and identified opportunities for improvement.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Enhanced customer service and satisfaction through policy and procedural changes.
- 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.
- Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
- Established key performance indicators for measuring success of operations teams.
- Oversaw personnel by commending or initiating promotions, transfers and disciplinary measures.
- Identified training needs of staff members based on job roles and responsibilities.
- Maintained relationships with external vendors, suppliers in order to ensure timely delivery of goods, services.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Organized and oversaw work schedules of departmental managers.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed data related to operations performance metrics including customer satisfaction ratings, turnaround times, accuracy rates.
- Implemented successful business strategies to increase revenue and target new markets.
- Created reports summarizing progress against goals set by senior management.
- Monitored performance of operations teams to evaluate effectiveness of processes and identify areas for improvement.
- Provided leadership development opportunities to high performing employees.
- Resolved conflicts between team members by providing constructive feedback.
- Performed regular audits of operations activities to identify potential issues or risks.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
General Manager/Area Director of Operations
Endeavour Enterprises
Lubbock
05.2008 - 06.2014
- Established and maintained effective communication with staff members to ensure efficient operations.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Trained employees on duties, policies and procedures.
- Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
- Supervised employees through planning, assignments, and direction.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Tracked monthly sales to generate reports for business development planning.
General Manager
Pizza Hut
Lubbock
07.2003 - 05.2008
- Maintained compliance with health and safety regulations, ensuring a clean and safe dining environment.
- Coached staff on strategies to enhance performance and improve customer relations.
- Oversaw food preparation, production and presentation according to quality standards.
- Analyzed sales data to identify opportunities for growth.
- Managed inventory levels, ordering supplies as needed to maintain stock.
- Developed relationships with key customers to maximize revenue potential.
- Reviewed performance evaluations of employees on a regular basis in order to enhance their productivity levels.
- Investigated and resolved customer complaints concerning food quality and service.
- Explained goals and expectations required of trainees.
- Trained new hires on company policies and procedures.
- Managed cash flow, overseeing daily receipts and bank deposits.
- Resolved customer complaints in a timely manner while maintaining excellent customer service standards.
- Hired and trained new food service personnel to maintain high productivity levels of staff.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Developed and implemented staff schedules to ensure full coverage during peak hours.
- Conducted performance evaluations for staff, providing feedback and setting goals for improvement.
- Managed inventory and rotated food products in storage to avoid spoilage and waste.
- Monitored actions of staff and customers to uphold health and safety standards.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Trained and supervised staff members in all aspects of restaurant operations.
- Scanned kitchen and service areas for items that needed to be cleaned or replenished and directed staff to complete tasks.
- Collaborated with health inspectors to address any compliance issues promptly.
- Reviewed daily task list with employees and assigned tasks for completion.
- Oversaw daily operations of restaurant, ensuring efficient service and customer satisfaction.
- Scheduled staffing levels according to expected business volume on a daily basis.
- Conducted regular staff meetings to discuss operational improvements and address concerns.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Fostered a positive working environment, encouraging teamwork and employee engagement.
- Monitored daily financial transactions and prepared weekly reports for management review.
- Trained new employees on restaurant policies, procedures, and customer service standards.
Skills
- Regulatory compliance
- Budget management
- Inventory control
- Customer service
- Business planning
- Performance metrics
- Staff training
- Conflict resolution
- Team leadership
- Operational efficiency
- Employee development
- Strategic decision-making
- Policy development
- Strategic partnerships
- Inventory management
- Product promotion
- Profit and loss accountability
- Recruitment and hiring
- Financial controls implementation
- Multitasking capacity
- Problem-solving abilities
- P&L management
- Adaptability and flexibility
- Multimillion-dollar P&L management
- Staff scheduling
- Financial management
- Delegation
- Cross-functional team management
- Purchasing and planning
- Verbal and written communication
- Training management
Certification
- serv safe Certified
- Food Handler card
References
References available upon request.
Timeline
Area Director of Operations
Miracle Restaurant Group
07.2014 - 04.2025
General Manager/Area Director of Operations
Endeavour Enterprises
05.2008 - 06.2014
General Manager
Pizza Hut
07.2003 - 05.2008
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