Karen Zrnich
Wollongong,NSW
Summary
With over 30 years of experience in the franchise business and a proven track record in operational excellence and compliance. Skilled in system management, high-functioning team development, and store operations.
Committed and passionate about maintaining compliance and driving operational efficiency, resulting in a positive team culture and enhanced customer experiences. I pride myself on leading from the front by example and with a strong work ethic, following and enforcing company values, systems, and training. I have a depth of knowledge and experience in managing high-performance teams.
My passion is training, compliance, systems, managing and developing strong teams, a supportive culture, customer experiences, and a strong customer base.
My passion and commitment at San Churro have resulted in the store receiving the following awards.
- 2024 Compliance Excellence: Consistently high compliance scores resulting in outstanding operations.
- 2023 Mi Casa Su Casa: The store with the most outstanding customer service and training.
- 2022 Golden Churros: Setting the gold standards across all things San Churro.
- 2018 Silver Churro Award Runner-up. The 2nd Best Store, San Churro.
- 2017 El Numero UNO San Churro Store of the Year,
- 2017 Employee of the year
Overview
2026
2026
years of professional experience
Work History
Store Manager
San Churro
Wollongong, NSW
2014 - Current
- Executed and maintained operational excellence, with a high-level, proven track record through San Churro's audit and compliance reports.
- Identified operational issues within the store and implemented efficient systems for management, including the management and staff's opening and closing of the store, as well as daily, weekly, and monthly cleaning and planned maintenance lists that have been forwarded at the request of the current San Churro NSW/ACT business development manager to be used in other stores.
- Ensured smooth store operations through effective management of systems.
- A proven track record of managing shift operations, developing staff, and maintaining cleanliness, service, quality, and food safety.
- Mentored staff on customer service excellence, boosting a high-performing team culture.
- Managed inventory control and stock ordering.
- Deputy rostering.
- Maintained compliance with health and safety regulations in the store, and during local council visits.
- Fostered a positive team environment through effective communication, support, and leading by example.
- Recruited, trained, and mentored new employees in a supportive environment.
- I trained three franchise partners and two business development managers of San Churro in store policies, procedures, systems, compliance, menu, POS, online training, barista training and grinder calibration, ordering, retail and setting up new menus, customer service, making products, cleaning and maintenance of equipment and customer feedback.
- Resolved customer feedback in a timely manner.
- Executed and maintained storewide merchandising benchmarks to maintain operational excellence.
System Manager
McDonald's
Illawarra, NSW
1992 - 2014
- 22 years of experience working with McDonald's.
- I started as a crew member and quickly worked my way up the ladder to implementing systems in the Illawarra stores, along with training and coaching management to achieve a triple-A rating from in-store visits, and maintain a high level of compliance in system audits.
- Ordering, end-of-month tracking, rostering, maintaining a high position in the drive-thru, and customer feedback.
- Managed and delegated planned maintenance of equipment.
- Managing and developing high-performing teams.
- Enforced PPE, training, quality, service, cleanliness, and food safety as per the McDonald's standards.
- Setting up and complying with menu promotions.
- Staff onboarding and ensuring staff online training completions.
- Open and closing procedures and running consistent, efficient shifts.
Education
Certificate - Certificate 3 in Retail Operations
Charlie Bell School of Management
Thornleigh, NSW01-2002
Certificate - Shift Management Excellence
Charlie Bell School of Management
Thornleigh, NSW01-2000
Certificate - Management Development Program
Charlie Bell School of Management
Thornleigh, NSW01-1997
Accomplishments
McDonald's Bronze Hat Award.
Timeline
Store Manager
San Churro
2014 - Current
System Manager
McDonald's
1992 - 2014
Certificate - Certificate 3 in Retail Operations
Charlie Bell School of Management
Certificate - Shift Management Excellence
Charlie Bell School of Management
Certificate - Management Development Program
Charlie Bell School of Management