Gary Hogan Email and Phone Number

• Strategically partner with National Gaming Customers to drive increased case volume, increased Brand Mix, and reduced operating expense through SKU Rationalization, Vendor Relationships, Incentive Maximization, and opportunity hunting finding mutual value through the Supply Chain.• Negotiate terms of new national customer contracts as well as existing national customer renewals ensuring competitive advantages over our competition while navigating the complex nature of internal and external dependencies to achieve a mutual long-term partnership.• Coordinate complex customer requests, projects, and initiatives such as new location additions, menu changes, and disaster management to reach customer’s strategic goals.• Achieve Sales, Gross Profit, and Delivered-Margin Financial Plan for all Sysco Regionally Based Gaming Customers.• Lead communication and direction for National Gaming Customers to local operations to ensure contract alignment, profitability, and relationship building.• Act as single point of contact to manage day to day interaction with customer leadership, communication flow to Operating Sites, our central business execution department acting as point of escalation, executive direction for the account and monitoring all Key Performance Indicators.• Established relationships at multiple levels of the customer organization from C-Suite Executives to local buyers within local venues to ensure strong business relations.

• Member of the initial New Customer on-boarding team created to assist National Sales with new corporate multi-unit account customers.• Successfully led the on-boarding of 20 national concepts with annualized volume exceeding $500M (each project takes 90-120 days)• Assisted in developing the new customer on-boarding process mapping to rectify operational inefficiencies and create a repeatable, reliable process that collaborates with 26 different department areas.• Worked with customers to gather and analyze product specs, project weekly volume, and minimize cost and variances.• Act as the single point of contact during the on-boarding of the customer while proactively and re-actively analyzing and communicating to leadership.• Implemented and automated set of comprehensive tracking processes to monitor all merchandising Purchase Order performance to analyze all potential issues with incoming product saving approximately 2,700 work hours yearly.• Provided data intelligence weekly on inventory levels, sell throughs, project usage and highlights any large discrepancies to avoid potential shortages or possible overages to deliver 99.5% service from start-up.• Created comprehensive process steps outlining and executing Inventory Assumptions from exiting distributors as national customers on-boarded to Sysco.• Assisted in creating an in-depth, repeatable overhaul of project processes directly related to corporate multi-unit account customer expansions into new markets resulting in higher fill rates and decreased timelines.• Successfully lead transitions of multi account customers from Local Contract Management to Centralized Corporate Management resulting in efficiencies and consistency across the enterprise.• Created National Customer Off-Boarding project processes to mitigate company and exiting customer exposure to risk.

• Participate and act as functional lead on projects to improve customer relationships, drive process improvements, and transition technology platforms.• Project Lead for Customer Support to transition from SAP platform to AS400 platform.• Worked with National Sales Strategy to develop new Centralized Sales Servicing area including Customer Support, Healthcare Service, and Centralized Account Management.• Partnered with internal stakeholders to ensure timely resolution, escalation, and communication.• Improved team completion percentage 2% annually while simultaneously increasing average number of accounts handled per FTE by 75% through self-developed workload distribution technique.• Increased Team Quality scores by driving processes and utilizing effective and timely coaching.• Train and develop process improvements for AS400 customer service application.• Correct Order and Material Incompletion errors in SAP to ensure customer’s received product.• Clearly communicate business needs with outside departments to drive speedy development of applications and reports.• Maintain Customer Data for Outbound Call List Processes.• Provided day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation.• Delegate work and coordinate activities of staff members and teams.• Monitor Customer Support call center performance against stated service agreements.• Drive accurate and timely resolution of Customer Support inquiries and processes related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal.

• Processed inbound Street and CMU (Contract Multi-Unit) Tier 1 Sales Support interactions from Customers and Sales Associates such as general inquiries, feedback or incidents • Used computerized system for tracking, information gathering, and/or troubleshooting.• Answered basic inquiries and resolves basic problems. • Documented issues and identifies appropriate actions to resolve inquires including those related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal.• Actively re-directed incoming callers to self-service options• Performed proactive outbound follow-up communications, as necessary

• Presidential Gold Star Recipient for service quality.• Meet and exceed sales goals as an individual and on a team level.• Constant multi-tasking to ensure every guest leaves happy by using excellent customer service.• Orientation and continuous training for new hires and established staff according to TGI Friday’s standards.• Implement new service standards, and menu items including TGI Friday’s complete overhaul of trainingprogram and achieving elite store status through their "Earn Your Stripes" program.• Teach TGI Friday’s theories of business, steps of service, handling problems, detailed knowledge of products, money management, food safety, following state law in all areas of health and alcohol serving, and conversational skills with guests.• Created enthusiasm by leading shift meetings and creating shift contests to promote teamwork.• Assist in produce orders, kitchen line checks, checking in inventory, and completion of employee check-outs.• Praising for great performance and implementing proper coaching for improvement in areas that do not meet expectations.• Fill in as manager on duty for 7 different stores while key managers were on vacation.