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General Manager Resume Example

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GENERAL MANAGER
Summary

Ambitious and results-driven team leader bringing over 9 years of experience in business management. Proven successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.

Skills
  • Cross-functional team management
  • Performance improvements
  • Leadership and team building
  • Project management
  • Profit and loss accountability
  • Top talent recruiting, hiring and retention
  • Sales planning and implementation
  • Customer relationship management
  • Training and coaching
  • Employee development
Experience
General Manager05/2019 to 08/2020The VOID Tysons Corner, VA
  • Opened The VOID Tysons location and generated over $770K in revenue within first 6 months; maintained highest peak utilization at 94% and achieved one of the highest GP margin in the company, at 75%
  • Strengthened product branding initiatives and maximized outreach by overseeing events and business development.
  • Managed payroll and leave accrual for all hourly and salaried employees.
  • Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
  • Tracked daily sales to generate reports for business development planning.
  • Diminished financial discrepancies by monitoring quotes, payroll and bank reconciliations.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Interviewed, hired and trained a team consisting of 3 team leaders, 20 associates and 3 technicians
  • Guided new hires through orientation and on-boarding and explained documentation requirements to facilitate HR process.
  • Responsible for the accuracy and compliance of I-9 including E-verify and the electronic I-9 system
  • Delivered and implemented engagement programs using robust reporting tools to improve productivity and enhance staff morale.
  • Designed sales and service strategies to improve revenue and retention.
  • Conducted exit interviews and off-boarding process for resigned and terminated employees.
  • Processed all salary changes stemming from merit increases, promotions, and pay adjustments.
  • Regularly updated HR databases to reflect employee information, changes in benefits and other details.
  • Developed Time and Attendance tracking systems to be used across all VOID locations in US and Asia locations.
  • Performance management of employees: Provide corrective action to employees (attendance, misconduct, and performance), conducts terminations, and investigates misconduct.
  • Led staff meetings to develop strategies that would positively influence workplace relationships.
  • Handled employee conflicts efficiently while following all company procedures.
  • Prepared and submitted final pay for exiting employees to comply with federal law.
  • Planned and executed special events such as holiday parties for employees.
  • Independently developed Site Information Directory and Fire Emergency Evacuation Plan.
  • Aided in the development of several portions of the employee handbook and SOPs to include Breaks and Rotations, Reporting for General Managers, Site Launch Summary, General Manager Apprenticeship and How to Assign Programming.
  • Delivered exceptional client experiences through hands-on leadership
  • Developed and promoted 1 associate from Team Leader to General Manger of Mall of America location within first 6 months of site opening .
Operations Manager08/2018 to 04/2019ARETECHOUSEWashington , DC
  • Lead all day to day operations, maintenance and people management.
  • Coordinated quarterly space renovations, bidding and third-party contracts.
  • Established and maintained a positive, high energy work environment and maintained world class visitor experience.
  • Created weekly newsletters and arranged for monthly employee incentives.
  • Planned and executed special events such as holiday parties for employees.
  • Independently created several portions of the employee handbook and developed company-wide policies and guidelines; attendance policy, time off vacation policy, corrective action and disciplinary measures.
  • Assessed and filtered resumes from potential job candidates to determine qualified individuals.
  • Verified previous employers and other references to determine applicants' employment acceptability.
  • Responsible for the accuracy and compliance of I-9 including E-verify and the electronic I-9 system.
  • Prepared employees for assignments by establishing and conducting new-hire orientations and training programs.
  • Created and managed systems to track employee performance and attendance to be utilized in all ARTECHOUSE locations.
  • Developed a series of employee evaluations including; 90 reviews and 1 year evaluations that are still used.
  • Evaluated staff performance across multiple departments; provided coaching and counseling as needed.
  • Created, organized and maintained employee personnel files to keep sensitive data secure.
  • Advocated on behalf of personnel by gathering feedback and urging Directors to actively identify and pursue conflicts and other issues.
  • Approved timesheets, leave request and payroll. Remit payment to all contractors/ third-party invoices.
  • Developed incentive programs for all front line employees geared towards employee appreciation.
  • Conducted regular staff meetings and communicated with members of other departments to coordinate all housekeeping activities
  • Proceedded merit increases and salary adjustment for all front-line employees
  • Upheld up-to-date Health and Safety regulations and certifications within the space.
Operations Manager09/2014 to 07/2018Madame Tussauds Washington , DC
  • Oversaw multiple programs and ensured all attraction's projects are delivered on time and within budget.
  • Managed day to day programs. Administer operational directives: reconciling/verifying payroll hours to data entry system, budgeting/forecasting and maintaining compliance of company policies and federal laws.
  • Developed engaging and enthusiastic training strategies proven to increase productivity while providing superior customer service.
  • Conducted employee relations investigations, including safety complaints, allegations of harassment and civil rights issues.
  • Identified and implemented employee relations practices to establish positive employer-employee relationships and boost employee morale.
  • Analyze data collected from a variety of resources to ensure company's legal, administrative and financial requirements are met.
  • Conducted new employee orientation to foster positive attitude toward organizational objectives.
  • Draft, developed, and disseminated weekly literature to team members on objectives, policies and procedures.
  • Created and implemented training programs; prepared training material; documented and recorded training data.
  • Assisted upper management in gathering and distributing data for special reports and presentations.
  • Identified staff vacancies to quickly recruit, interview and select applicants to fill positions.
  • Trained and supported high-performing team of 50 employees, provided regular performance evaluations, coaching in deficient areas, corrective action and disciplinary measures.
  • Created succession plans and promotion paths for staff to boost passion for reaching goals and objectives of organization; developed 4 team members for promotion of upper level positions within the Operations department.
Store Manager09/2011 to 09/2014Abercrombie & FitchBethesda, MD
  • Maintained operations by initiating, coordinating and enforcing policies and procedures.
  • Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
  • Conducted offsite recruiting , interviewed, hired and developed employees to maximize performance in customer service and revenue generation.
  • Handled all HR duties and responsibilities in face-paced retail business; provided corrective action plans, employee performances, promotions and terminations.
  • Executed marketing plans for strategic merchandising, store promotions and displays.
  • Preserved expenses below budget through controlled use of payroll hours and complying to company standards.
  • Served as Diversity and Inclusion Team Leader, motivating and encouraging team members to communicate more open and constructively with each other.
  • Maintained outstanding customer service environment by implementing quarterly coaching and development training sessions.
Education and Training
Bachelor of Science: Biology12/2010Virginia State UniversityPetersburg, VA
  • Cum laude graduate
  • Completed professional training in Sex, Race and Discrimination, Sexual Harassment and Ken Blanchard Situational Leadership II.
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Resume Overview

Companies Worked For:

  • The VOID
  • ARETECHOUSE
  • Madame Tussauds
  • Abercrombie & Fitch

School Attended

  • Virginia State University

Job Titles Held:

  • General Manager
  • Operations Manager
  • Store Manager

Degrees

  • Bachelor of Science : Biology 12/2010

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