Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager

Virginia Quertermous

Benton,KY

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience

Work History

Assistant Manager

Quality Inn & Suites
07.2020 - Current
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Implemented staff training programs, enhancing product knowledge and improving customer service skills.
  • Resolved conflicts between tenants regarding noise, encroachments, and parking.
  • Trained new hires on company policies, procedures, software applications and industry best practices-leading them towards successful job performance.

General Manager

Sonic
09.2016 - 10.2018
  • 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.
  • Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
  • Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Carefully interviewed, selected, trained, and supervised staff.
  • Correctly calculated inventory and ordered appropriate supplies.

General Manager

Dairy Queen Grill & Chill
08.2009 - 04.2014
  • Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
  • Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
  • Set clear expectations and created positive working environment for employees.
  • Maintained open lines of communication between front-and back-of-house teams to facilitate smooth day-to-day operations.
  • Implemented new employee onboarding processes, providing comprehensive training that promoted retention and a strong understanding of company culture.
  • Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
  • Enhanced customer satisfaction through consistent delivery of high-quality food and service.
  • Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
  • Ensured compliance with all health department regulations as well as company policies and procedures.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Verified accurate records and sufficient supplies by conducting regular inventories of food, beverages, glassware and other materials.
  • Oversaw facility maintenance, ensuring a clean, safe, and inviting atmosphere for patrons.
  • Launched new menu items to keep the offerings fresh and appealing, resulting in increased sales.

Education

High School Diploma -

BIG SANDY HIGH SCHOOL
Big Sandy, TN
05.1997

Skills

  • Customer service
  • Money handling
  • Team leadership
  • Decision-making
  • Customer relations
  • Staff training and development
  • Staff management
  • Conflict resolution
  • Employee scheduling
  • Operations management
  • Customer rapport

Timeline

Assistant Manager

Quality Inn & Suites
07.2020 - Current

General Manager

Sonic
09.2016 - 10.2018

General Manager

Dairy Queen Grill & Chill
08.2009 - 04.2014

High School Diploma -

BIG SANDY HIGH SCHOOL

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