Katie Hancock
Summary
Accomplished General Manager at Culver's with a proven track record in leadership and operations management. Excelled in team building, coaching, and enhancing customer retention through strategic problem resolution. Demonstrated expertise in inventory control and labor cost management, achieving significant performance metrics. Skilled in fostering employee and customer loyalty, ensuring a positive work environment and superior service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
General Manager
Culver's
09.2020 - 11.2024
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained personnel.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Implemented operational strategies and effectively built customer and employee loyalty.
Team Trainer
Arby's
08.2018 - 06.2020
- Trained other employees in customer service, food safety, and performance requirements.
- Led by example in all aspects of work, instilling a strong sense of professionalism and dedication within the team.
- Set positive example for team members by providing high-quality, efficient service.
- Provided coaching and mentoring to employees.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Taught new team members correct procedures for all areas of operations.
Assistant Manager
Burger King
11.2017 - 06.2018
- 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.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Education
High School Diploma -
Addison High School
Kingman, AZ11-2009
Skills
- Leadership and team building
- Problem resolution
- Operations management
- Team player
- Training and coaching
- Team leadership
- Inventory control
- Employee scheduling
- Verbal and written communication
- Labor cost controls
- Customer retention
Certification
- ServSafe Food Handler's Certification
June 2022- June 2027
- Level 2 Manager certification, Culver's franchise, October 2022
- Hiring Manager certification, Culver's franchise, october 2024
- Labor Management certification, Culver's franchise, June 2024
- Food cost management, Culver's franchise, March 2024
Timeline
General Manager
Culver's
09.2020 - 11.2024
Team Trainer
Arby's
08.2018 - 06.2020
Assistant Manager
Burger King
11.2017 - 06.2018
- ServSafe Food Handler's Certification
June 2022- June 2027
- Level 2 Manager certification, Culver's franchise, October 2022
- Hiring Manager certification, Culver's franchise, october 2024
- Labor Management certification, Culver's franchise, June 2024
- Food cost management, Culver's franchise, March 2024
High School Diploma -
Addison High School
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