Tonya Fontenot
Powder Springs
Summary
Dynamic General Manager with a proven track record at SUBWAY® Restaurants, excelling in leadership and team building. Enhanced customer relations and streamlined inventory control, driving year-over-year business growth. Skilled in operations management and employee scheduling, fostering a high-performance culture that improved service efficiency and employee satisfaction.
Professional leader with comprehensive experience in driving operational excellence and strategic growth. Proven track record of fostering team collaboration and achieving impactful results in dynamic environments. Skilled in navigating complex challenges, optimizing processes, and cultivating positive workplace cultures. Known for adaptability, effective communication, and strong decision-making abilities.
Overview
36
36
years of professional experience
Work History
General Manager
SUBWAY®Restaurants
09.2019 - Current
- Led daily operations, ensuring compliance with company standards and enhancing customer satisfaction.
- Developed and implemented training programs for staff, improving service efficiency and employee performance.
- Fostered a positive team environment through effective communication and conflict resolution strategies.
- Streamlined inventory management processes, reducing waste and improving cost control measures.
- Established operational procedures that enhanced workflow efficiency and maintained high-quality service standards.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- 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.
- Managed budget implementations, employee evaluations, and contract details.
- Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Led team to exceed sales targets, implementing motivational incentives and comprehensive training programs.
- Streamlined inventory management processes, minimizing waste and ensuring optimal stock levels for uninterrupted operations.
- Fostered culture of continuous improvement, introducing regular review sessions that boosted team performance and morale.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- 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.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Assistant Manager
Preppy Pets Doggy Day Care and Boarding
06.2018 - 09.2019
- Supervised daily operations, ensuring optimal care and safety for all pets.
- Trained and mentored staff on best practices in pet handling and customer service.
- Coordinated scheduling of dog daycare and boarding services to maximize efficiency.
- Developed and implemented procedures to enhance pet care quality and operational efficiency.
- Resolved customer inquiries and concerns, fostering positive relationships with clients.
- Managed inventory of pet supplies, ensuring timely procurement and stock availability.
- Conducted regular assessments of facility conditions, maintaining high cleanliness standards.
- 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.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Generated repeat business through exceptional customer service.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Oversaw daily operations to maintain store cleanliness and organization.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Owner/Operator
Maid to Please
01.2013 - 02.2018
- Managed daily operations, ensuring efficient workflow and high-quality service delivery.
- Oversaw financial planning, budgeting, and cost control to optimize profitability and resource allocation.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Developed business plan, processes and procedures to provide superior [Product or Service] to customers.
- Assessed income and expenses and adapted plans to improve profit levels.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Operated with safety and skill to avoid accidents and delays.
- Obtained necessary permits and licenses to operate various commercial vehicles legally.
- Demonstrated safe driving by following regulations and safety procedures, resulting in zero accidents.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
Server Trainer
Sonnys Real Pit BBQ
03.2006 - 02.2007
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
Server
Shoney's Restaurant
08.2000 - 04.2006
- Delivered exceptional customer service, ensuring satisfaction through attentive interactions and prompt responses.
- Managed multiple tables efficiently, prioritizing tasks to enhance dining experiences during peak hours.
- Collaborated with kitchen staff to ensure timely and accurate food delivery while maintaining communication.
- Trained new servers on menu items, service standards, and operational procedures to promote consistency.
- Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
- Maintained cleanliness of working areas to create pleasant and inviting atmospheres for guests.
- Efficiently balanced multiple tasks, prioritizing responsibilities for optimal performance during busy shifts.
- Enhanced customer satisfaction by providing efficient and friendly food service.
- Managed cash register accurately, ensuring proper handling of transactions and tips.
- Cultivated warm relationships with regular customers.
- Restocked supplies during downtime to continue meeting customer demand for products and services.
- Demonstrated strong multitasking skills by managing several tables at once while maintaining high standards of service quality.
- Pitched in with cleaning and closing tasks to keep restaurants running smoothly.
- Communicated with kitchen staff clearly and accurately to deliver meals within desired timeframes.
- Practiced good time management to deliver customers' prepared orders quickly and accurately.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Mastered menu knowledge to provide accurate information and helpful suggestions to guests.
- Contributed positively to team morale through effective communication and cooperation with coworkers.
- Supported management by completing daily side work tasks such as restocking supplies and cleaning duties.
- Provided exceptional service to large parties, coordinating with the team for smooth operations.
- Increased sales by upselling appetizers, desserts, and specialty beverages.
Assistant to Presidents Assisitant
Servitex
10.1998 - 09.1999
- Streamlined office procedures to enhance workflow efficiency and reduce processing times.
- Coordinated schedules, meetings, and travel arrangements for leadership teams.
- Managed correspondence and communications, ensuring timely responses to inquiries.
- Developed training materials for onboarding new staff, improving integration process.
- Implemented organizational systems that improved document retrieval and storage efficiency.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted manager in all aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Boosted team productivity with regular preparation of detailed reports and presentations.
- Elevated executive productivity, managing complex calendars and arranging travel itineraries.
- Enhanced office efficiency by organizing and maintaining digital and physical filing systems.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Completed daily logs for management review.
- Volunteered to help with special projects of varying degrees of complexity.
Front Desk Receptionist, Collections Department
Fulton Dekalb Health Care Collections
10.1989 - 05.1996
- Handled multi-line phone system, effectively routing calls and addressing inquiries promptly.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Completed all tasks in compliance with company policies and procedures.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Compiled information from files and research to satisfy information requests.
Education
South Cobb High School
Austell GA.05-1988
Skills
- Leadership and team building
- Team player
- Staff management
- Customer relations
- Inventory control
- Employee scheduling
- Operations management
- Efficient multi-tasker
- Labor cost controls
- Performance evaluations
- Purchasing
- Expense control
Timeline
General Manager
SUBWAY®Restaurants
09.2019 - Current
Assistant Manager
Preppy Pets Doggy Day Care and Boarding
06.2018 - 09.2019
Owner/Operator
Maid to Please
01.2013 - 02.2018
Server Trainer
Sonnys Real Pit BBQ
03.2006 - 02.2007
Server
Shoney's Restaurant
08.2000 - 04.2006
Assistant to Presidents Assisitant
Servitex
10.1998 - 09.1999
Front Desk Receptionist, Collections Department
Fulton Dekalb Health Care Collections
10.1989 - 05.1996
South Cobb High School