Currently overseeing all aspects of a busy doggy daycare and boarding facility, I am responsible for ensuring smooth daily operations, high customer satisfaction, and top-quality care for every pet in our care. My key responsibilities include: • Operational Management: Directing day-to-day operations, including staff scheduling, facility maintenance, and adherence to health and safety regulations. • Team Leadership: Leading and mentoring a team of 20+ staff members, focusing on training, development, and fostering a positive work environment with strong staff retention. • Customer Relations: Building lasting relationships with clients by delivering exceptional customer service, addressing any concerns swiftly, and maintaining high client satisfaction. • Revenue Growth: Continuously implementing new services and promotional offers, driving occupancy rates and boosting revenue by 30%. • Process Improvement: Streamlining booking and check-in/check-out procedures to enhance operational efficiency, reducing client wait times by 15%. • Animal Welfare: Ensuring every pet receives personalized, high-quality care, overseeing individualized care plans and daily operations for 50+ dogs. • Crisis Management: Developing and executing emergency preparedness plans, ensuring smooth operation during unexpected events. • Client Satisfaction: Achieving a 95% customer satisfaction rate by delivering tailored care and clear communication with pet owners.Key achievements: • Boosting customer retention by 20% through the introduction of loyalty programs and enhanced customer engagement. • Expanding service offerings to include specialized training, increasing client satisfaction and retention. • Optimizing supply chain management reduces operational costs and increases efficiency.

Responsible for managing the daily operations of 5 (New Bern) restaurants moving to 11(Wilmington) locations. As the Area Manager for the Chapel Hill Subway Group, I oversaw the operations of multiple Subway restaurant locations, ensuring consistent performance, quality, and customer satisfaction. My key responsibilities included: • Multi-Unit Operations: Managed day-to-day operations across multiple Subway locations, ensuring that each store met company standards for cleanliness, food safety, and service excellence. • Team Leadership: Led and developed store managers and their teams, providing training, performance feedback, and mentorship to ensure efficient operations and strong employee retention. • Financial Management: Monitored store performance metrics, including sales, labor costs, and inventory management, while implementing strategies to drive profitability. • Customer Service Excellence: Ensured high levels of customer satisfaction by addressing feedback, improving processes, and upholding Subway’s service standards. • Compliance and Quality Control: Maintained strict compliance with health, safety, and Subway standards, ensuring a safe and efficient work environment.Key Achievements: • Increased overall sales across the region by 15% through targeted marketing initiatives and operational improvements. • Reduced labor costs by 10% without compromising service quality by optimizing staffing levels and training programs. • Led the launch of new product lines, contributing to a 20% boost in customer traffic. • Improved customer satisfaction ratings by implementing comprehensive customer service training programs.

As the Operations General Manager for Buffalo Wild Wings, I was responsible for overseeing the entire restaurant’s operations, ensuring profitability, service quality, and team performance. My key duties included: • Operational Management: Directed daily operations, ensuring seamless execution of company policies, food safety standards, and overall operational efficiency. • Team Leadership: Supervised both FOH (Front of House) and HOH (Heart of House) managers, providing mentorship and leadership to ensure optimal team performance and retention. • Profitability Management: Responsible for all areas of profitability, including controlling food costs, labor management, and operating expenses, ensuring the restaurant consistently met financial goals. • Customer Service Excellence: Ensured every guest received an exceptional dining experience by monitoring feedback, addressing issues, and continuously improving service standards. • Financial Oversight: Managed P&L statements, budgeting, and cost control measures to maximize revenue and ensure financial health. • Inventory and Supply Chain: Streamlined inventory and ordering processes to minimize waste, control food costs, and ensure product availability.Key Achievements: • Increased overall sales by 12% through successful promotional campaigns and service improvements. • Reduced operational costs by 15% through improved inventory management and optimized labor scheduling. • Boosted staff retention by 20% through enhanced training and employee engagement programs. • Awarded Regional OGM Manager of the Quarter for Q1 2015, based on profitability and key operational metrics. • Improved customer satisfaction scores by introducing a new customer feedback system and acting on key insights.

Responsible for all areas of profitability, including food cost, labor control, operating expenses, maintenance. Have achieved 10% yearly sales growth last 3 years.

Developed concept and operations from ground-up. Responsible for lease and construction of property, equipment, restaurant and menu design. Developed inventory control software for bar/restaurant.