Customer Service General Manager

LANCE COPE

***********@*****.*** 1-828-***-**** Rutherfordton, NC 28139

Summary

Knowledgeable and hardworking with a hands-on style and good grasp of marketing, personnel management, inventory coordination and all other areas of restaurant operations. Excellent skills in maintaining records, planning operations, and administering financial operations. Skilled in controlling food costs and labor hours. Resourceful and skilled in managing operations with efficiency and productivity. Successfully navigate the complexities of menu development, staff training, and customer service management to ensure seamless day-to-day operations. Possess strong leadership, problem-solving, and communication skills vital for fostering a positive dining experience and maintaining high staff morale. Excel in strategic planning and adaptability, ensuring business sustainability and growth.

Skills

Financial Data Analysis

Project Oversight

Customer Engagement

Effective Team Leadership

Inventory management

Effective Vendor Negotiation

Sales Strategy Development

Small Business Management

Experience

FlyBoy Pizza and Brewing Rutherfordton, NC

Restaurant Owner/General Manager

03/2021 - Current

Managed cash flow by setting budgets for expenses such as labor cost, food cost, ensuring timely payment of bills and taxes as well as monitoring accounts receivable and payable records .

Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.

Made weekly employee schedules, assigned work tasks and regularly checked quality and productivity of team members.

Created promotions and special events to attract customers and boost sales.

Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Maintained relationships with suppliers and distributors in order to secure best deals on orders placed .

The Peninsula Club Charlotte, NC

Manager on Duty

04/2018 - 01/2021

Managed bar staff, trained new hires, and implemented disciplinary procedures when necessary.

Developed drink recipes and menus to meet customer preferences while optimizing profitability.

Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.

Worked in close collaboration with team members to ensure customers received high-quality service.

Negotiated purchase agreements with vendors to obtain best pricing on supplies.

Trained new employees to perform duties.

Mi Pueblito Restaurant Shelby, NC

Bartender Supervisor

01/2014 - 02/2017

Managed bar area, cocktail design and menu and handled inventory, regulation compliance, and customer relationships.

Resolved customer complaints in a professional manner while maintaining high levels of customer satisfaction.

Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.

Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests.

Collected and organized daily till totals and tips.

Completed regular bar inventories and daily requisition sheets.

Education and Training

Western Carolina University Cullowhee, NC

Bachelor of Science in Business Administration and Management

Expected in 06/2026

Isothermal Community College Rutherfordton, NC

Associate of Science in Science Education

05/2012

Rutherford Early College High School Rutherfordton, NC

Associate of Arts in Arts Education

05/2012

Languages

Spanish:

Professional

Certifications

Pilot License

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