Christina Williamson
Toronto,ON
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
18
18
years of professional experience
1
1
Certification
Work History
General Manager
Fuzz Wax Bar
05.2022 - Current
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Developed effective business plans to align strategic decisions with long-term objectives.
- Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
Manager
Fuzz Wax Bar
06.2020 - 05.2022
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Performed reviews assessing each employee's performance and developed improvement plans.
- Approved regular payroll submissions for 28 employees within Paytrak.
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Trained and guided team members to maintain high productivity and performance metrics.
- Demonstrated new products, procedures and techniques to employees.
- Hired, trained and mentored staff to maximize effectiveness.
- Created and implemented aggressive action plan to address pressing cost control needs.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Adhered to social distancing protocols and wore mask or face shield at all times.
- Actively listened to customers, handled concerns quickly and escalated major issues to Head Office.
Restaurant Manager
Mama Rosa Restaurant And Bar
01.2019 - 03.2020
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance
- Developed, implemented and managed business plans to promote profitable food and beverage sales
- Organized special events in restaurant, including receptions, parties and luncheons
- Prepared for and executed new menu implementations
- Led and directed team members on effective methods, operations and procedures
- Effectively managed payroll and timekeeping, including completion of proper paperwork for new hires and terminations
- Strategically developed effective marketing plans to increase sales and profits while managing costs
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime
- Skillfully interacted with external vendors to obtain best quality in pricing and product
- Managed all social media and company website
- Maintained safe working and guest environment to reduce risk of injury and accidents
- Carefully interviewed, selected, trained and supervised staff
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant
Assistant Manager
Fuzz Wax Bar
12.2017 - 12.2018
- Immediately addressed problems with customers to promote quick and successful resolution
- Recruited, interviewed and hired individuals who would bring passion and dedication to the positions at hand
- Interacted with customers as they entered the store to determine what their needs were
- Operated a cash register for cash, check and credit card transactions with 100% accuracy
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Contributed to team success by exceeding team sales goals by 10%
- Followed merchandising guidelines to present visually appealing displays
- Trained 10+ new frontline in 2018
- Answered customer telephone calls promptly and in an appropriate manner
- Built relationships with customers to increase likelihood of repeat business
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices
- Assigned work to team members based on company needs, personal strengths and job knowledge
- Shared best practices for sales and customer service with other team members to help improve the store’s efficiency
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Educated customers about the brand to incite excitement about the companies mission and values
- Submitted reports to senior management to aid in business decision-making and planning
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
Front Desk Receptionist
Fuzz Wax Bar
04.2017 - 12.2017
- Resolved customer issues quickly and ensured that management were immediately notified when problems escalated.
- Greeted persons entering the establishment and determined the nature and purpose of visit.
- Received packages and mail that came to the front desk and dispersed them to the correct employees.
- Answered the phone by the second ring and greeted callers enthusiastically.
- Greeted 50+ daily visitors and customers upon arrival.
- Corresponded with clients through email, telephone or postal mail.
- Kept reception area clean and neat to give visitors a positive impression of the company.
- Recorded customer complaints.
- Sold memberships and retail.
Server/Bartender
Harry's Charbroiled Dining Lounge
09.2006 - 09.2016
- Monitored guest for intoxication and immediately reported concerns to management
- Processed credit cards, checks, gift cards and coupons
- Displayed enthusiasm and knowledge about the restaurant's menu and products
- Assisted with guest inquiries, take-out orders and restaurant cleanliness
- Adhered to safe work practices
- Served alcoholic and non-alcoholic beverages in a bar environment
- Communicated with guests to record orders and assess needs
- Consistently provided professional, friendly and engaging service
- Provided extensive information about menu items, took down special restrictions and always suggested upsell items like appetizers
- Affected quick resolutions to customer problems and brought in management when needed
- Moved and arranged tables, chairs and place settings and organized seating for groups with special needs
Education
High School Diploma -
Father Henry Carr Catholic Secondary School
Toronto, ON2004
Skills
- Quick problem solver
- Thrives in fast-paced environment
- Committed team player
- Courteous, professional demeanor
- Strong work ethic
- Issue resolution
- Up-selling capability
- Organized and efficient
- High energy
- Cash handling expert
- People-oriented
- Staff training and development
- Excellent communication skills
- Profit and Loss
- Microsoft Excel
- Order Supplies
- Microsoft Outlook
- Microsoft Office
- Customer Service
Certification
- AODA -June 2023
- WHMIS - June 2023
- Workplace Violence & Harassment - June 2023
- Supervisor Health & Safety Awareness- June 2023
- Human Rights 101, The Ontario Human Rights Commission - 13/11/2020
- Certified Cirepil Hard and Soft Wax Product Education & Training, Spavaro - 2018
- Certified Smart Serve - 2005
References Available Upon Request
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Timeline
General Manager
Fuzz Wax Bar
05.2022 - Current
Manager
Fuzz Wax Bar
06.2020 - 05.2022
Restaurant Manager
Mama Rosa Restaurant And Bar
01.2019 - 03.2020
Assistant Manager
Fuzz Wax Bar
12.2017 - 12.2018
Front Desk Receptionist
Fuzz Wax Bar
04.2017 - 12.2017
Server/Bartender
Harry's Charbroiled Dining Lounge
09.2006 - 09.2016
High School Diploma -
Father Henry Carr Catholic Secondary School