Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Joshua Penn

Strasburg,VA

Summary

Seasoned Manager with a proven track record, adept in driving significant improvements in customer satisfaction and team productivity. Mastered training development at Chick-fil-A, reaching top 10% in national satisfaction scores. Excels in business leadership and adaptability, blending strategic oversight with a keen ability to foster team collaboration and individual growth.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Cafe Manager

Red Truck Bakery
01.2025 - Current
  • Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
  • Managed display products effectively to achieve consistent sales with minimal waste.
  • Handled business administration functions such as payroll, cash register counting, and supply ordering.
  • Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Oversaw calendar to manage staff schedule and organize shifts for adequate coverage.
  • Forecasted demand and scheduled employees effectively to handle coverage needs.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Grew cafe sales by effectively marketing business and improving customer relations strategies.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Developed and implemented strategies to promote cafe products and increase sales.

MANAGER

Blue Ridge Grill
06.2023 - 01.2025
  • Liaised regularly with upper management to ensure alignment of goals and objectives.
  • Counseled and disciplined employees, driving performance improvement.
  • Enforced work practices and procedures to reduce workplace safety and health hazards.
  • Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills.
  • Evaluated employee performance through regular feedback sessions which improved morale and productivity significantly.
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
  • Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
  • Orientated and trained employees, encouraging confidence and helping individuals adapt faster to job roles.
  • Oversaw personnel to maintain adequate staffing and minimize overtime.
  • Assigned, prioritized, and delegated tasks and responsibility to departmental employees.
  • Resolved conflicts between team members promptly using sound judgment based on company policies.
  • Created schedules based on predicted staffing needs, budgets and employee requests.
  • Developed and implemented a customer service training program, demonstrating strong organizational and communication skills.
  • Maintained professional, organized, and safe environment for employees and patrons.

ASSISTANT GENERAL MANAGER

2 Silos Brewing Company
02.2023 - 07.2023
  • Motivated and led team members to work together to achieve targets.
  • Managed store cash intake with high accuracy and prepared daily bank deposits.
  • Managed and mentored staff to carry out operational directives with high productivity and accuracy.
  • Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
  • Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
  • Enhanced team engagement and performance with daily updates and informational meetings.
  • Placed new inventory orders and oversaw correct restocking procedures to maintain operational output.
  • Oversaw payroll preparation and administration for staff.
  • Supervised critical budget implementations, employee reviews, training and scheduling for projects.
  • Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Delegated work to staff, setting priorities and goals.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

DIRECTOR OF TRAINING/OPERATIONS DIRECTOR

Chick-fil-A Franchise
07.2018 - 02.2023
  • Created and implemented a new onboarding and training program for new team members.
  • Reached top 10% of all stores nationwide for overall satisfaction scores.
  • Played a key role in acquiring a second franchise for our.
  • Identified and coordinated key skills training across related jobs and position families.
  • Partnered with management to devise individualized development plans and staff group trainings to fill current and expected training needs.
  • Discovered and filled workforce skill gaps with proactive monitoring and evaluation approaches.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Conducted evaluations of training courses to uncover areas in need of improvement.
  • Created testing and evaluation procedures to assess performance before, during and after training sessions.
  • Evaluated employee skill levels and implemented new techniques to boost staff knowledge.

Education

Bachelor of Science - Psychology

Virginia Tech
Blacksburg, VA
05.2016

Skills

  • Business Operations Background
  • Training and Development
  • Business Development
  • Team Leadership
  • Policy Development and Enforcement
  • Hiring and Onboarding
  • Customer Service Management
  • Staff Scheduling
  • Employee Motivation
  • Originality and Creativity
  • Problem Solving
  • Business Leadership
  • Time Management
  • Adaptability

Certification

ServeSafe

Timeline

Cafe Manager

Red Truck Bakery
01.2025 - Current

MANAGER

Blue Ridge Grill
06.2023 - 01.2025

ASSISTANT GENERAL MANAGER

2 Silos Brewing Company
02.2023 - 07.2023

DIRECTOR OF TRAINING/OPERATIONS DIRECTOR

Chick-fil-A Franchise
07.2018 - 02.2023

Bachelor of Science - Psychology

Virginia Tech

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