JANAINA AUGUSTA ROSA DA SILVA
Sydney,NSW
Summary
Dynamic leader with proven expertise in enhancing customer satisfaction and streamlining operations, notably at Smiggle. Excelled in problem-solving and multi-tasking, achieving significant efficiency improvements. Skilled in retail operations and customer service, the approach led to notable sales growth and team development. Enthusiastic management professional with demonstrated success supervising staff and building teams. Proven history of achieving sales goals by monitoring employee performance and coaching staff on effective sales methods. Skilled in solving complicated issues and making proactive operational changes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Retail Store Manager
Smiggle
02.2024 - 10.2024
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Optimized store displays and appearance via strategic merchandising.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed routine store inventories.
- Improved store sales by implementing effective marketing strategies and attractive visual merchandising.
- Enhanced customer satisfaction through training staff on exceptional customer service practices and conflict resolution techniques.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Approved regular payroll submissions for employees.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Restaurant Hostess
CABANA BAR
06.2022 - 07.2024
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Delivered unparalleled service to drive positive dining experience and repeat customer visits.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Monitored front entrance for new guests while assisting servers by taking and delivering drink orders.
- Managed seating chart and monitored activity in restaurant to keep constant and efficient dining flow.
- Contributed to a positive team atmosphere by supporting coworkers during peak hours or when understaffed.
- Increased efficiency by organizing menus and updating daily specials boards before each shift.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
- Provided patrons with estimated waiting times during peak service hours.
- Supported needs of 12 person wait staff who attended to specific needs of countless customers daily for executive restaurant with social relevancy and intentionality.
Assistant Manager
CALI PRESS
08.2023 - 12.2023
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Launched quality assurance practices for each phase of development
- Secured daily cash by verifying totals and making nightly deposits.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
Restaurant Team Leader
CALI PRESS
06.2022 - 08.2023
- Collaborated with management to develop strategies for improving overall restaurant performance and profitability.
- Cultivated warm relationships with regular customers.
- Oversaw daily operations of service team, delegated tasks, and trained new staff.
- Assigned tasks and shifts to servers to manage organized schedules and provide adequate coverage.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Increased team productivity by conducting regular training sessions and providing constructive feedback.
Restaurant Manager
LANCHONETE TOMIO
02.2020 - 04.2022
- Managed and supervised the operations of a café or restaurant, met and greeted customers, encouraged feedback, and used this information to implement positive changes in the food and catering services within the establishment.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Facilitated regular safety training sessions for all team members to ensure a safe working environment free from accidents or injuries.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
Restaurant Manager
CANTO DA PRAIA LANCHONETE
05.2018 - 01.2020
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Assisted in development and implementation of new menus to offer variety and options to customers.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
Education
VET - Business Communication
Greenwich School
Sydney, NSW07-2023
MBA - Business Management
PUC- UNIVERSIDADE PONTIFICA DO PARANA
Curitiba/Parana12-2021
MBA - Business Administration And Management
UNIVERSIDADE DO VALE DO ITAJAI
Itajai/Santa Catarina05-2021
Bachelor of Administration - Business Administration
UNIVERSIDADE DO VALE DO ITAJAI
Itajai/Santa Catarina12-2019
Skills
- Customer Service
- Strong multi-tasking
- Staff Management
- Food Service Background
- Problem-Solving
- Shift Scheduling
- Store Opening and Closing
Accomplishments
- Experienced and dedicated Restaurant Manager with a proven track record of delivering exceptional service in high-end corporate settings.
- Expertise in providing impeccable customer service, consistently exceeding expectations in upscale environments. Skilled at anticipating and fulfilling guest needs with precision, ensuring a seamless dining experience.
- Possesses strong communication skills and excels at multitasking, all while maintaining a polished and professional demeanour. Eager to leverage extensive experience to further enhance the dining experience and drive continued success.
- Improved online restaurant reviews by successfully handling customer complaints, implementing monthly staff training and refining lunch and dinner menus.
- Supervised team of 10 staff members.
Certification
- ServSafe Food Protection Manager Certification - National Restaurant Association.
- Professional Bartender's License/Certificate – State-specific boards or recognized bartending schools.
- Allergen Awareness Training Certificate – State-specific programs or ANSI-accredited providers.
- Restaurant Revenue Management Certificate – Cornell University School of Vale - Brazil
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Professional Working
French
Limited Working
Timeline
Retail Store Manager
Smiggle
02.2024 - 10.2024
Assistant Manager
CALI PRESS
08.2023 - 12.2023
Restaurant Hostess
CABANA BAR
06.2022 - 07.2024
Restaurant Team Leader
CALI PRESS
06.2022 - 08.2023
Restaurant Manager
LANCHONETE TOMIO
02.2020 - 04.2022
Restaurant Manager
CANTO DA PRAIA LANCHONETE
05.2018 - 01.2020
- ServSafe Food Protection Manager Certification - National Restaurant Association.
- Professional Bartender's License/Certificate – State-specific boards or recognized bartending schools.
- Allergen Awareness Training Certificate – State-specific programs or ANSI-accredited providers.
- Restaurant Revenue Management Certificate – Cornell University School of Vale - Brazil
VET - Business Communication
Greenwich School
MBA - Business Management
PUC- UNIVERSIDADE PONTIFICA DO PARANA
MBA - Business Administration And Management
UNIVERSIDADE DO VALE DO ITAJAI
Bachelor of Administration - Business Administration
UNIVERSIDADE DO VALE DO ITAJAI
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