Managed the operations of the gift card department which included tasks involving business to business sales, accounting, data entry, order fulfillment, inventory maintenance, invoicing, internal and external customer service and vendor management. • Implemented an online order website for business to business customers, eliminating the process of manually placing orders for fulfillment and reducing reporting functions to accounting.• Evaluated policies and procedures, identified areas for improvement and recommended changes.• Generated daily sales reports, created spreadsheets for order tracking/payments and provided reconciliation assistance for the accounting team.• Researched issues and performed activation/deactivation/redemption of gift cards via card processors online resources. Maintained high level of discretion while working with confidential financial information.• Resolved time sensitive customer issues called in/emailed directly to the department as well as gift card related issues escalated by the customer service team.• Wrote internal procedural training documentation and informational communications for distribution in concept newsletters.

Assisted management in the daily operations of the IT Service Desk. Supervised 20+ team members. Provided operational and technical support to 1200 Bloomin’ Brands restaurant locations, field employees, regional managers and corporate office employees.• Acted as Support liaison to other departments in the corporate office when coordinated efforts were required to resolve incidents.• Monitored incident creation and initial troubleshooting for all incoming communications from customers and ensured correct escalation procedures were followed.• Reported potential global issues and outages and assisted management in the collection of key metrics/reports to evaluate overall team performance.• Coached, trained and monitored individual performance for all service desk technicians.

Provided operational and hardware/software technical support to restaurant locations. Mentored and trained new and existing service desk technicians.• Resolved incidents reported via phone and email by restaurant staff.• Utilized incident management systems Track-it, Altiris and Service Now.• Provided training to restaurant staff on proper procedures for unit administration.• Worked extensively with PosiTouch point of sale systems and software applications, Aloha, Restaurant Magic and various other systems used by restaurant locations.

Maintained daily operations of office and facilities. • Coordinated daily cash flow reports, month end and year end reports. • Maintained accounts payable and accounts receivable.• Managed inventory control and the ordering of supplies.• Executed all HR functions including payroll, benefits administration, orientation packets, employee files and awards.• Ensured appropriate staffing practices by administering tests/orientations, scheduled interviews/meetings, wrote front of house employee schedules.• Trained all head wait and administrative staff.• Performed front of house managerial duties.