Kaylee Souza
St Louis
Summary
I have been working in customer service for over ten years. I have strong leadership skills and hands-on experience. I am able to handle a fast-paced, changing environment while reaching set goals and increasing customer satisfaction.
Overview
8
8
years of professional experience
Work History
Food and Beverage Manager
The Chase Park Plaza
St. Louis
05.2024 - Current
- Processed bi-weekly payroll for 45+ employees using ADP Workforce Now, ensuring 100% accuracy and compliance with state and federal regulations.
- Managed employee timesheets, deductions, and direct deposits through ADP systems.
- Reconciled payroll discrepancies and collaborated with HR and Finance departments to resolve issues efficiently.
- Managed daily and weekly scheduling for a team of 45+ hospitality professionals, ensuring optimal coverage and minimal overtime in multiple departments.
- Collaborated with HR on behalf of operations to forecast staffing needs and support recruitment planning.
- Recruited, interviewed, and onboarded new team members, ensuring alignment with company culture and job requirements.
- Developed and implemented training programs that improved team performance and retention.
- Booked and coordinated banquet events generating thousands in annual revenue, including corporate conferences, weddings, and fundraising galas.
- Negotiated and finalized contracts with clients, ensuring all terms were met and exceeded expectations.
- Developed and maintained relationships with repeat clients
Operations Manager
Bally Sports Live
St. Louis
05.2022 - 04.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Traveled nationwide to launch and support new property openings, ensuring operational readiness and team training.
General Manager
Panda Express
O'Fallon
09.2021 - 05.2022
- Creating a teamwork environment rooted in efficiency and guest service.
- Responsibilities included ordering product, projecting sales and setting new objectives, hiring, food and beverage inventory, enforcing food quality and safety standards, and overseeing food preparation.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
Restaurant Manager
Drunken Fish
St. Louis
03.2019 - 09.2021
- Correctly calculated inventory and ordered appropriate supplies.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
Assistant Manager
Drunken Fish
St. Louis
08.2017 - 03.2019
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Developed strong working relationships with staff, fostering a positive work environment.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Education
Associate in Arts -
Rhode Island College
Skills
- Payroll administration
- Employee training
- Event coordination
- Inventory management
- Contract negotiation
- Staff scheduling
Timeline
Food and Beverage Manager
The Chase Park Plaza
05.2024 - Current
Operations Manager
Bally Sports Live
05.2022 - 04.2024
General Manager
Panda Express
09.2021 - 05.2022
Restaurant Manager
Drunken Fish
03.2019 - 09.2021
Assistant Manager
Drunken Fish
08.2017 - 03.2019
Associate in Arts -
Rhode Island College
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