Karen Terry
Owensboro,KY
Summary
Dynamic operations leader with a proven track record at Red Lobster, excelling in strategic planning and staff management. Achieved a remarkable training completion rate of 98% while implementing cost control measures. Adept at fostering team development and enhancing operational efficiency, driving significant business growth through effective leadership and performance analysis.
Overview
23
23
years of professional experience
Work History
Director of Operations
Red Lobster
10.2024 - Current
- Defined, implemented, and revised operational policies and guidelines.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Oversaw day-to-day production activities in accordance with business objectives.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Established and monitored quality assurance standards to achieve operational excellence.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Mentored and coached team members to foster productive and engaging work environment.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Divisional Training Ambassador
Red Lobster
01.2020 - 10.2024
- Oversaw the training and development programs for 86 restaurants in the division
- Ensure all employees, Management, and GM's were in compliance
- Sent reporting to each Director weekly to ensure open communication in the training and development programs and staff members needing completions
- Utilized resources to support Management staff in achieving career goals.
- Improved the overall completion rate from 36% to 98%
- Successfully led the Mid- Atlantic division at maintaining a completion rate of 98%
General Manager
Red Lobster
10.2017 - 10.2024
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning for 9 units.
- Managed budget implementations, employee reviews, training, schedules, and forecasting
- Managed budget implementations and employee evaluations for 9 General Managers
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Developed and implemented strategies to increase sales and profitability.
- Formulated policies and procedures to streamline operations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- 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.
- Interacted well with customers to build connections and nurture relationships.
- Oversaw training and guidance for new managers to maintain high productivity and performance metrics.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Culinary Manager
Red Lobster
12.2014 - 10.2017
- Hired team members to work on high-demand team of professionals.
- Scheduled kitchen staff of 28 people.
- Motivated staff to perform at peak efficiency and quality.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
- Maintained a food waste below 6%
- Maintained company labor target of 15.6%
- Maintained COG's at 31% below the company target
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Oversaw food preparation and monitored safety protocols.
- Maximized quality assurance by completing frequent line checks.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
Server
Red Lobster
10.2006 - 10.2017
- Certified trainer for the restaurant training over 20 new employees.
- Bussed and reset tables to keep dining room and work areas clean.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Cultivated warm relationships with regular customers.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Learned and followed local alcohol laws to keep restaurant compliant with regulations.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Served food and beverages promptly with focused attention to customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Processed orders and sent to kitchen employees for preparation.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Increased sales significantly by upselling higher-end products to customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
Substitute Teacher, K-5
Owensboro Catholic Schools
08.2011 - 10.2014
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Supervised lunchroom and recess activities.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Monitored student performance and provided feedback to inform instruction.
- Enforced school and class rules to maintain order in classroom.
- Monitored student behavior and administered discipline as needed.
- Utilized variety of instructional strategies to meet individual student needs.
- Developed creative instructional strategies to keep students engaged and motivated.
- Assisted students in mastering subject material and preparing for tests.
- Followed lesson plans designed by absent teachers.
- Implemented classroom management techniques to maintain positive learning environment.
- Became a permanent sub for 3 months overseeing a classroom of 17 1st graders.
Investor Reporting Analyst
US Bank Home Mortgage
03.2003 - 11.2006
- Analyzed corporate client files to ensure accuracy
- Looked for discrepancies and researched to find the errors
- Issue payment for payoff of mortgage loans
- Input any discrepancies into the portal to ensure financials were accurate and all accounts were in balance
- Maintain client confidentiality
- Completed end of month reporting and sent completions to clients
Education
Bachelor of Science - Bachelor If Arts- Elementary Education
Western Kentucky University
Bowling Green, Kentucky, KY05-2012
Skills
- Strategic planning and execution
- Leadership training
- Business management
- Schedule oversight
- Cost control
- Financial controls implementation
- Performance analysis
- Operational efficiency
- Staff management
- Business intelligence
- Forecasting
- Hiring and onboarding
Accomplishments
- Lighthouse Recipient
- Finished in the top 10% of the Company- 2022
- Fighter Award- 2024
- Captain Award WInner- 2024
- Best Labor Award- 2017
- Best COGS- 2019
Lighthouse Recipient
Finished in the top 10% of the Company by maintaing budgets
Timeline
Director of Operations
Red Lobster
10.2024 - Current
Divisional Training Ambassador
Red Lobster
01.2020 - 10.2024
General Manager
Red Lobster
10.2017 - 10.2024
Culinary Manager
Red Lobster
12.2014 - 10.2017
Substitute Teacher, K-5
Owensboro Catholic Schools
08.2011 - 10.2014
Server
Red Lobster
10.2006 - 10.2017
Investor Reporting Analyst
US Bank Home Mortgage
03.2003 - 11.2006
Bachelor of Science - Bachelor If Arts- Elementary Education
Western Kentucky University