Donna Ervin
Jacksonville
Summary
Seasoned professional in general and operations management with comprehensive experience leading teams, optimizing processes, and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.
Overview
10
10
years of professional experience
Work History
General Manager/Administrator
Buffalo Wild Wings
Morehead City
04.2023 - 03.2025
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
- Took special orders in person and over telephone, generating additional revenue every month.
- Ensured compliance with regulatory requirements and industry standards.
- Proposed or approved modifications to project plans.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Implemented filing systems to improve document organization and retrieval.
- Worked closely with human resources to support employee management and organizational planning.
- Handled correspondence, including drafting emails, memos, and reports for senior management.
- Assessed company operations for compliance with safety standards.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Operations Manager/Administrative Manager
Steak N Shake
Jacksonville
10.2018 - 06.2020
- Implemented successful business strategies to increase revenue and target new markets.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Built strong operational teams to meet process and production demands.
- Developed and implemented operational procedures to ensure quality standards are met.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
Manager
Subway
Fredericksburg
01.2015 - 02.2018
- Produced thorough, accurate and timely reports of project activities.
- Established processes to ensure efficient workflow throughout the organization.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Recruited and trained new employees to meet job requirements.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed inventory and supplies to ensure materials were available when needed.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized various software and tools to streamline processes and optimize performance.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Education
Some College (No Degree) - Health Care
Craven Community College
New Bern, NCSkills
- Regulatory compliance
- Manage operations
- Logistics
- Proficient in Excel
- Payroll administration and timekeeping
- Administrative skills
- Communication skills
- Program optimization
- Sales tracking
- Leadership
- Recruitment
- Leadership and team building
- Customer service
- Inventory management
- Data analysis
- Team building
- Consistently meet goals
- Process improvement
Timeline
General Manager/Administrator
Buffalo Wild Wings
04.2023 - 03.2025
Operations Manager/Administrative Manager
Steak N Shake
10.2018 - 06.2020
Manager
Subway
01.2015 - 02.2018
Some College (No Degree) - Health Care
Craven Community College
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