Innovative, customer-driven, and detail-oriented professional, with comprehensive experience in store administration, core business oversight, and sales optimization of stores and restaurants. Equipped with solid business acumen to drive operational efficiency and tasks completion within budgetary and costs limits. Effective at dealing with diverse work-related issues and complexities in order to generate tactical actions and solutions. Multilingual in English, Spanish, and Portuguese.
Plan and execute the 10 successful Apple new product launches through supervision, inventory management, customer service, and floor operation strategy.
Guide and direct the Genius Bar and Forum Team in enhancing overall customer experience, wait time and availability, internal customer work satisfaction.
Closely coordinate with more than 300 employees in various departments.
Participate in several store events to support networking and business partnership within the community.
Collaborate with the Genius Administrative Team in improving repair turnaround time, efficiency, and inventory variances.
Conduct new training and personal development to all technical specialist, experts, and genius.
Boosted customer experience, business traffic, and sales and profit by formulating strategic plans in collaboration with the other leaders, the company’s 4th busiest Apple Retail in the United States.
Facilitate comprehensive training to staff regarding “FYI Competencies”, “Oz Principles” and “Culture of Accountability”, which drove consistent customer services delivery and outstanding business results.
rovided guidance and mentorship to three assistant managers to general manager role in 18 months.
Developed tactical restaurant business plan through restaurant demand survey, collaborating with the community people and sales and marketing projections.
Created strategic and annual forecast and budget; variance analysis; corrective actions implementation, and financial control monitoring in alignment with the restaurant’s set-forth financial objectives.
Fulfilled human resource functions, including staff recruitment, training, and performance evaluation.
Kept abreast with latest trends through various activities, including tracking emerging trends in the restaurant industry; and engaging with various educational workshops.
Contributed to company growth by accomplishing new and different request and exploring business opportunities.
Established strong reputation in managing the 2nd busiest Chili’s restaurant in the USA.
Created performance targets, while guaranteeing attainment of staffing levels.
Observed strict compliance with set-forth standards and guidelines.
Rendered keen oversight to daily operations of nine locations, which involved material planning, human resource allocation, and purchasing and administrative services.
Controlled the IT Department for the main office and all locations, involving the maintenance, menus, marketing creations, and graphic designs.
Administered operational budget for store’s big events, including Coconut Grove Art Festival, Coconut Grove Halloween Party, Ocean Drive New Year’s Eve, and Ocean Drive Super Bowl Party.
Conceptualized successful menu items, while also assigning prices based on cost analysis.
Ensured reduction of unwanted injuries by completing accident reports in timely manner and securing safe working and guest environment.
Capitalized on industry expertise in fulfilling the following tasks:
Proper maintenance of equipment and other services;
Estimation of food consumption and placement and schedule of orders;
Administration of cash drawers and reports weekly on staff, food, and sales control.
Positioned the company for growth through these initiatives:
Creation of special menus for holidays in specific locations, displaying the most profitable items, which increased sales by 10% in five locations;
Modification of closing time from 1am to 4am in 2007, thus boosting daily sales up to 9%;
Enhancement of store’s ocean drive sales by 20% in 2007 and 2008; and
Addition of beer special on the menu, thereby improving beer sales from 4.5% to 10% in 2007.
Played an instrumental role in developing store’s full liquor menu; and in conducting big events, including Super Bowl Miami in 2007 and 2010; Spring Break Miami in 2007 and 2008; Coconut Grove in 2008; and Halloween Party in 2009.