Sofia Zuniga
Houston,TX
Summary
Dynamic manager with proven expertise in customer service, team leadership, and staff training. Specializes in enhancing service quality and productivity through effective training programs and conflict resolution.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Manager
Wataburger
Houston
05.2021 - Current
- Implemented training programs for new staff, enhancing service quality and productivity.
- Monitored cash handling procedures, reducing discrepancies through effective oversight.
- Coordinated promotional activities, increasing customer engagement and sales performance.
- Analyzed sales data to identify trends, informing strategic decisions for product offerings.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Supervised daily operations to ensure exceptional customer service and product quality.
- Developed and implemented training programs for staff, enhancing employee performance and retention.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Streamlined inventory management processes, optimizing stock levels and reducing waste.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Manager
7 Eleven Gas Station
Houston, TX
07.2011 - 04.2021
- Oversaw daily operations, ensuring compliance with health and safety regulations.
- Managed inventory levels, optimizing stock to meet customer demand efficiently.
- Developed training programs for staff, fostering skill enhancement and productivity.
- Analyzed performance data to identify trends, implementing strategic improvements across departments.
- Streamlined communication processes between departments, improving information flow and collaboration.
- Led team in developing and implementing operational strategies to enhance customer satisfaction.
Food and Beverage Manager
Waterburger
Houston, TX
11.2005 - 07.2011
- Supervised daily operations to ensure exceptional food quality and service standards.
- Developed and implemented staff training programs to enhance team performance and customer satisfaction.
- Managed inventory control processes, optimizing stock levels and reducing waste effectively.
- Analyzed customer feedback data to identify areas for service improvement and menu enhancement.
- Established safety protocols and compliance measures, maintaining a safe working environment for all staff members.
- Fostered a positive team culture through mentorship, motivating staff to achieve personal and professional growth.
- Managed inventory effectively, reducing waste and optimizing stock levels.
- Resolved customer complaints involving food or beverage quality and service.
- Developed staff training programs to enhance service skills and increase overall efficiency.
- Maintained highest standards for beverage quality and service.
- Maintained a clean, safe, and welcoming environment for patrons, adhering to strict health code regulations.
- Improved customer satisfaction by implementing innovative food and beverage menu options.
- Oversaw the hiring process for new employees, selecting top talent to join our team.
- Conducted regular performance evaluations for team members, providing constructive feedback and opportunities for growth.
- Resolved customer concerns promptly and professionally, ensuring repeat business and positive word-of-mouth referrals.
- Conducted hands-on training for equipment, demonstrating proper technique and safety protocols.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Developed ongoing training initiative to improve beverage knowledge of serving employees.
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Assisted in financial management tasks such as budget planning, forecasting revenue projections, and monitoring expenses closely.
- Implemented cost-saving measures in purchasing, resulting in significant budgetary improvements.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Coordinated with kitchen team to design limited-time offers, generating increased interest and repeat business.
- Enhanced team morale and reduced turnover by implementing staff recognition program, acknowledging outstanding performance and dedication.
- Enhanced dining experience with implementation of new menu, reflecting current culinary trends and customer preferences.
- Oversaw daily operations, ensuring compliance with health and safety regulations, and maintaining clean and welcoming environment.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Motivated staff to perform at peak efficiency and quality.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Oversaw food preparation and monitored safety protocols.
Genereal Manager
KFC Restaurant
Houston, TX
01.1998 - 08.2005
- Led operational strategies to enhance customer satisfaction and service efficiency.
- Developed and implemented training programs for staff to improve performance and retention.
- Streamlined inventory management processes, reducing waste and optimizing supply chain operations.
- Oversaw budgeting and financial planning to ensure profitability and cost control across all departments.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
Education
High School Diploma -
Channelview High School
Channelview, TX05-1993
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Shift scheduling
- Conflict resolution
- Schedule preparation
- Workforce management
- Budget control
- Coaching and mentoring
- Recruiting and interviewing
- Positive attitude
- Multitasking Abilities
Accomplishments
- Documented and resolved customer issues which led to high customer satisfaction ratio.
- Supervised team of 40 staff members.
Certification
- Licensed Food Safety 06/17/2021-06/17/2026
Timeline
Manager
Wataburger
05.2021 - Current
Manager
7 Eleven Gas Station
07.2011 - 04.2021
Food and Beverage Manager
Waterburger
11.2005 - 07.2011
Genereal Manager
KFC Restaurant
01.1998 - 08.2005
High School Diploma -
Channelview High School