Valerie Leisure
Clearwater,FL
Summary
Dynamic General Manager with a proven track record at Dunkin' Donuts, excelling in operations management and team leadership. Achieved significant sales growth through strategic planning and relationship building. Expert in training and development, fostering a high-performance culture while ensuring financial stability and cost reductions. Committed to enhancing customer satisfaction and employee engagement.
Overview
26
26
years of professional experience
1
1
Certification
Work History
General Manager
Dunkin' Donuts
08.2020 - 07.2025
- 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.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Managed budget implementations, employee evaluations, and contract details.
- Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Boosted employee retention by developing comprehensive benefits package and fostering positive work environment.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Enhanced customer satisfaction with introduction of customer feedback system, leading to service improvements and repeat business.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- 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.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Assistant Manager
Dunkin' Brands
09.2018 - 08.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Increased sales through effective merchandising strategies and targeted promotions.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Oversaw daily operations to maintain store cleanliness and organization.
- Conducted performance evaluations and provided constructive feedback to employees.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
Bar Team Member
Mango Mangos Restaurant
01.2000 - 03.2014
- Enhanced customer satisfaction by providing exceptional service and promptly addressing concerns.
- Maintained a clean and organized bar area, ensuring a welcoming atmosphere for patrons.
- Demonstrated expert knowledge of various cocktails, spirits, beers, and wines for informed customer suggestions.
- Adhered to strict safety guidelines regarding proper alcohol serving practices and identification checks.
- Championed responsible drinking habits among customers by offering water refills or suggesting alternatives when appropriate.
- Participated in weekly staff meetings to discuss ways to improve overall guest experience at the establishment.
- Contributed to efficient operations by consistently restocking bar supplies and ingredients as needed.
- Boosted sales through upselling techniques and knowledgeable recommendations of drink specials and promotions.
- Coordinated with kitchen staff on food orders from bar patrons, ensuring timely delivery without compromising drink preparation duties.
- Collaborated with team members to provide seamless service during high-volume periods.
- Served high customer volumes during special events, nights, and weekends.
- Supported fellow bartenders during high-stress situations by stepping in wherever help was needed most urgently, whether it was taking orders or cleaning up spills.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Education
GED -
Pinkerton Academy
Derry, NH06-2001
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Efficient multi-tasker
- Time management
- Effective leader
- Training and development
- Relationship building
- Customer relations
- Staff training/development
- Inventory control
- Customer relationship management
- Goal setting
- Staff supervision
- Employee scheduling
- Verbal and written communication
- Performance improvements
- Facility management
- Performance evaluations
- Recruitment
- Expense control
- Troubleshooting expertise
- Purchasing and planning
- Business development
- Sales expertise
- Team oversight
- Cost reductions
Accomplishments
- Marketing - Implemented marketing strategies which resulted in [X%] growth of customer base.
- Supervision - Supervised sales team to monitor sales activity and goal achievement.
- Supervised team of 13 staff members.
Certification
- Servesafe, Dunkin -exp on 2027
Languages
English
Full Professional
Timeline
General Manager
Dunkin' Donuts
08.2020 - 07.2025
Assistant Manager
Dunkin' Brands
09.2018 - 08.2020
Bar Team Member
Mango Mangos Restaurant
01.2000 - 03.2014
GED -
Pinkerton Academy
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