Tiesha James
Pikesville
Summary
Dynamic General Manager with a proven track record at The Empanada Lady, driving business growth and enhancing customer retention. Expert in budget forecasts and staff development, I fostered loyalty through strategic operational improvements and effective team mentorship, achieving significant revenue increases while maintaining high performance standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
General Manager
The Empanada Lady
03.2024 - Current
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Assistant General Manager
Nacho Mamas
01.2024 - 03.2024
- Handled cash accurately and prepared deposits.
- Managed team schedule with eye for coverage needs and individual strengths.
- Mentored and motivated team members to achieve challenging business goals.
- Resolved problems promptly to elevate customer approval.
- Motivated, trained, and disciplined employees to maximize performance.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Assistant General Manager
Glory Days Grill
06.2021 - 01.2024
- Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
- Enforced quality assurance protocols to deliver ideal customer experiences.
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Bar Manager
Kona Grill
03.2020 - 06.2021
- Improved customer service rankings by resolving issues quickly and accurately.
- Closed out cash register and prepared cashier report at close of business.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
Assistant General Manager
Ruby Tuesday
06.2017 - 03.2020
- Analyzed customer feedback data to identify areas of improvement and develop solutions.
- Developed and implemented policies and procedures to improve customer service and satisfaction.
- Managed budget implementations, employee evaluations, and contract details.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Bartender
Ruby Tuesday
06.2016 - 06.2017
- Obtained cash bank and stocked service bar to prepare for operation.
- Served high customer volumes during special events, nights, and weekends.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
Bartender
Applebee's Neighborhood Grill & Bar
07.2011 - 06.2016
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Kept bar presentable and well-stocked to meet customer needs.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
Education
No Degree - Early Childhood Education
Baltimore City Community College
Baltimore, MD01-2012
High School Diploma -
Milford Mill Academy
Baltimore, MD05-2009
Skills
- Sales
- Advertising and marketing
- Branding
- Product analysis
- Supervision and training
- Performance analysis
- Purchasing
- Budget forecasts
- Profit and loss accountability
- Customer retention
- Supply chain management
- Staff development
- Marketing
- Project management
- Human resources management
- Purchasing and planning
Certification
- Serve Safe certified - 2026
Timeline
General Manager
The Empanada Lady
03.2024 - Current
Assistant General Manager
Nacho Mamas
01.2024 - 03.2024
Assistant General Manager
Glory Days Grill
06.2021 - 01.2024
Bar Manager
Kona Grill
03.2020 - 06.2021
Assistant General Manager
Ruby Tuesday
06.2017 - 03.2020
Bartender
Ruby Tuesday
06.2016 - 06.2017
Bartender
Applebee's Neighborhood Grill & Bar
07.2011 - 06.2016
No Degree - Early Childhood Education
Baltimore City Community College
High School Diploma -
Milford Mill Academy