Kellie Stapperfenne
Roanoke ,Va
Summary
With a proven track record, I excel in operations management and fostering strong team dynamics. My strategic business planning and exceptional hiring practices have significantly enhanced company performance and customer satisfaction, showcasing my ability to drive profitability and cultivate a positive work environment.
Dedicated Restaurant Industry professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
21
21
years of professional experience
Work History
Owner/Operator
Kellieann Cleans
07.2020 - Current
- 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.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Established strong relationships
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Cultivated a positive work environment, leading to higher employee retention rates and overall job satisfaction.
- Trained and motivated employees to perform daily business functions.
- Implemented effective financial management practices, improving cash flow and profitability.
- Assessed income and expenses and adapted plans to improve profit levels.
- Evaluated company performance against objectives, adjusting strategies as needed to achieve desired results.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Contributed positively to the local community through involvement in various events or charitable organizations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Minimized delays by planning and adjusting routes to account for changing weather and traffic conditions.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Co Club Manager/Kitchen Manager
The Elks Lodge
03.2017 - 07.2020
- Enhanced member satisfaction by implementing new club programs and improving existing services.
- Coordinated events and activities for boosting club engagement and member participation.
- Increased revenue with strategic membership drives and promotions.
- Improved operational efficiency, streamlining club processes and systems.
- Led team to provide exceptional customer service and maintain high member retention.
- Built strong relationships with vendors to secure favorable contracts and benefits.
- Fostered a positive work environment by mentoring staff and encouraging professional development.
- Ensured high standards of cleanliness and maintenance, thereby enhancing club atmosphere.
- Collaborated with board members to set strategic goals and direction for the club.
- Achieved high member satisfaction scores by resolving issues promptly and effectively.
- Implemented feedback mechanisms to gauge member needs and improve club services.
- Evaluated employee performance regularly, providing constructive feedback and coaching for continuous improvement opportunities.
- Increased revenue through strategic pricing structures, upselling initiatives, and improved member retention rates.
- Cultivated positive relationships with local businesses to create mutually beneficial opportunities for collaboration.
- Fostered a supportive work environment that encouraged teamwork, open communication, and shared responsibility among staff members.
- Expanded club offerings to attract diverse clientele with new activities, classes, and events catering to various interests.
- Maintained accurate records, reporting systems, and financial documentation to ensure transparency and smooth business operations.
- Scheduled staff shifts to meet business demands and coordinate adequate coverage.
- Recruited, hired, and trained to develop high-performing staff.
- Resolved conflicts between members or staff in a timely manner using diplomacy skills.
- Ensured compliance with all relevant regulations and maintained a safe environment for both staff and members alike.
- Conducted regular evaluations of staff to drive quality service and customer satisfaction.
- Planned, organized, and coordinated special events and celebrations.
- Streamlined operations for increased efficiency through staff training and process improvements.
- Managed budgets effectively to ensure financial stability while maintaining high-quality offerings for club members.
- Maximized space usage by strategically scheduling events and optimizing facility layout for optimal member experience.
- Collaborated with other departments to ensure consistent delivery of high-quality services across all aspects of the club''s operations.
- Negotiated contracts with vendors, suppliers and entertainment providers to achieve favorable terms.
- Coordinated successful charity events in partnership with local organizations to increase the club''s community presence.
- Prepared monthly reports and budgets to track revenue and expenses.
- Boosted event attendance with creative promotion, strategic partnerships, and engaging programming.
- Created and maintained detailed reports of daily, weekly and monthly operations.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Organized and oversaw special events such as birthday parties, tournaments and team-building activities.
- Assigned work to staff, set schedules, and motivated strong performance in key areas.
- Restored customer loyalty by resolving complaints with workers, activities or services rendered.
Manager
Mary's Catering
05.2004 - 03.2017
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Led cross-functional teams to achieve project goals, fostering collaboration and innovation.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
Manager
Bridge Street Bar and Grill
05.2005 - 03.2012
- Maintained professional, organized, and safe environment for employees and patrons.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Education
Business Administration And Management
Virginia College
Roanoke, VaSkills
- Operations management
- Documentation and reporting
- Hiring
- Staff training and development
- Inventory management
- Payroll processing
- Operational reporting
- Performance analysis
- Business operations management
- Waste management
- Strong work ethic
- Customer-oriented
Timeline
Owner/Operator
Kellieann Cleans
07.2020 - Current
Co Club Manager/Kitchen Manager
The Elks Lodge
03.2017 - 07.2020
Manager
Bridge Street Bar and Grill
05.2005 - 03.2012
Manager
Mary's Catering
05.2004 - 03.2017
Business Administration And Management
Virginia College
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