Carla Aparicio Email and Phone Number

In my role as a Service Consultant at Intouch Insight, I specialized in conducting detailed inspections to evaluate service quality and assurance for our clients. By identifying gaps and ensuring standards compliance, I was able to provide valuable insights and recommendations for improvement. Through collaboration with cross-functional teams, I successfully implemented strategies to enhance customer satisfaction and loyalty, ultimately driving positive outcomes for our clients.

General Manager: Overseeing the full day-to-day operations of a fast-casual restaurant while driving sales targets and monitoring controllable expenses. Managing 20+ employees, including other supervisory/management positions, and creating a culture of excellence to improve overall location performance. Scheduling, supervising, training, and disciplining junior staff andleadership team members. Specific accomplishments include:● Took a location from #2000+ in overall company rankings to #14 within twelve months● Increased sales YoY by 10% while reducing operating expenses as a percentage of sales simultaneously● Designated member of advance team for store restorations, cleaning, and operational improvements● Lead region in performance versus budget and in qualitative items such as team member engagement and performance

Responsible for all day-to-day operations of a newly constructed location. Annual revenues in excess of $3,500,000.00. Supervising 25+ employees in various roles including food service, facility maintenance, and customer service. In charge of initial hiring and staffing for newly constructed location. Managing relationships with vendors and other third parties to ensure smooth operation of all business aspects. Devising schedules that meet the needs of the business while simultaneously managing the requirements of employees. Coaching, mentoring, and disciplining middle managers and associates. Focus on B2B services such as catering to expand market share in a competitive industry. Specific project accomplishments include:· Successful opening of five separate locations and ground-up staffing for each.· Increased weekly revenue 60% YoY for most recent fiscal year.· Designated “Training” General Manager, responsible for onboarding and coaching newly hired managers for the region.· 12.5% reduction in labor last quarter while simultaneously increasing revenues.· Navigated location throughout COVID-19 pandemic while maintaining profitability for the duration. Implemented employee health/safety protocols and increased sales through business development during a down market.· Mentored countless middle and junior managers to improve company’s talent pipeline for all locations.· Used superior staffing skills and positioning to address constant problem areas (such as overnight workers). Consistently supported other locations in the company by lending employees and managers to less-prepared locations.

Maintained store safety procedures and ensuring audit/regulatory compliance. Coached junior managers and associates on proper policy and procedures. Managed potential loss prevention issues and supervising all daily operations in absence of General Manager. Tracked cash deposits, safe transfers, and other cash-handling duties as necessary. Delegated daily and weekly tasks to other managers and associates according to needs. Inventory management including weekly counts and adjustments. Ensured store cleanliness meets overall brand standards. Specific accomplishments include:· Recognized for above and beyond performance, exceeding expectations in each applicable year in the position.· Each location successfully passed all relevant safety and cleanliness audits/inspections during tenure in position.· Limited turnover figures for lower-level employees and associates, leading to decreased onboarding costs and increased productivity and profitability.

Manager in charge of all food service-related training, safety, cleanliness, and profitability. Responsible for the training and instruction of new employees on deli/food service standards and expectations. Ensured each location was compliant with local and federal health mandates regarding food service. Prepared locations for inspection regarding internally conducted audits. Responsible for multiple weekly orders to replenish food inventory for locations with $60,000 - $100,000+ in weekly sales revenue. Ensured a consistent, pleasant customer experience that maintained standards while meeting customer orders in the quickest means possible. Specific project accomplishments include:· Reduction in shrink by implementing stronger portion-control methods and retraining employees where necessary.· Reduction in spoilage by enforcing strict controls regarding product usage/opening and timing food preparation based on peak business hours.· Increased sales through improved ordering, recognizing the value of lost sales due to inventory shortages and uncovering seasonal trends.· 100% success rate with regard to food safety, cleanliness, and preparation audits.

Tasked with the training of all new hires and refreshing existing employees on policy and operating procedures at multiple locations throughout the company. Functioned as a front-line quality assurance check for the operations of the business in assigned region. Assisted with the opening of new facilities and the onboarding and training of the initial staff.Ensuring a welcoming, optimistic environment that facilitated learning and development for all associates. Working with more senior leadership on potential improvements or opportunities in existing training program. Collaborating with peers and leadership on innovative ways to improve learning retention and reduce early staff turnover.