Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

SOFIA MARTINEZ-FUENTES

Prospect Heights,IL

Summary

Dynamic and people-driven Senior Director of Operations with 5+ years of progressive leadership experience at Chick-fil-A. Skilled in managing high-volume restaurant operations, developing strong team culture, and executing strategic initiatives with excellence. Proven ability to lead with hospitality, optimize labor through effective scheduling, and drive performance through hands-on training and mentorship. Trusted to lead cross-functional projects, adapt during transitions, and uphold Chick-fil-A’s gold standard of service. Passionate about growing people and creating systems that scale both excellence and care.

Overview

7
7
years of professional experience

Work History

Senior Director

Chick-fil-A
10.2021 - Current
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
  • Drove strategic improvements to enhance operational and organizational efficiencies.
  • Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
  • Launched quality assurance practices for each phase of development
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Performed continuous evaluations of business facility, teams and policies to keep operations efficient and consistent.
  • Planned and integrated project and program schedules.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Worship Director

The Bridge Community Church - Español
09.2021 - Current
  • Recruited volunteers for choirs and worship teams.
  • Coordinated music and special vocals for worship services.
  • Held worship team accountable for facilitating God-inspired worship and continually encouraged, equipped and empowered volunteers.
  • Wrote and implemented innovative worship programs and documented worship plans for easy future retrieval.
  • Led and inspired worship team members and guided team in following church processes, guidelines and mission.
  • Developed programs for holidays and unique events.
  • Performed as versatile instrumentalist to support inspirational worship services.

Church Youth Leader

The Bridge Community Church
03.2018 - Current
  • Collaborated with youth pastors to establish program objectives and achieved outcome goals by devising effective strategies.
  • Counseled youth by providing wisdom and guidance to help overcome and face interpersonal issues.
  • Provided counseling to students with spiritual and personal issues and maintained relationships with students.
  • Led dynamic group topics to help facilitate discussions among group members.
  • Participated in regular meetings with leadership team to discuss strategies, challenges and successes.
  • Provided guidance and support to youth in developing positive self-image and thriving personal relationships.

Team Leader

Chick-fil-A
09.2019 - 06.2022
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Assisted in recruitment to build team of top performers.
  • Observed packing operations to verify conformance to specifications.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Completed cash and credit card transactions accurately using POS software.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

Bachelor of Arts - Youth Ministry

Moody Bible Institue
Chicago, IL

High School Diploma -

John Hersey High School
Arlington Heights, IL
05-2021

Skills

  • Team Leadership & Mentorship
  • Hospitality & Service Culture
  • Restaurant Operations & Systems Thinking
  • Training & Development Management
  • Operational Efficiency
  • Scheduling & Labor Optimization
  • Conflict Resolution & Emotional Intelligence
  • Guest Experience Strategy
  • Project Management & Strategic Thinking
  • Adaptability

Languages

English
Spanish

Timeline

Senior Director

Chick-fil-A
10.2021 - Current

Worship Director

The Bridge Community Church - Español
09.2021 - Current

Team Leader

Chick-fil-A
09.2019 - 06.2022

Church Youth Leader

The Bridge Community Church
03.2018 - Current

Bachelor of Arts - Youth Ministry

Moody Bible Institue

High School Diploma -

John Hersey High School

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SOFIA MARTINEZ-FUENTES