Conduct daily patient rounds to ensure quality and temperature of food expectations are being met throughout 800 bed facility. Manage 16 call center representatives who average 500 calls per day and reduced the average hold time for patients during peak meal periods to 15 seconds. Initiated and lead a peer training program for Hostesses to improve customer service training for newly hired employees Facilitate daily morning meetings which engage 20 employees to structure and provide direction for the daily operations. Collaborate with HR department to interview, hire, discipline, and terminate employees. Manage kitchen during high peak periods to ensure proper heath codes were being met as well as tray accuracy and time requirements being met Strategically analyze Press Ganey data to and scrutinize patient comments to determine areas of opportunity for customer service improvements

 Responsible for management of 8 stores with 120 employees. HR responsibility including finding new talent, new associate paperwork, onboarding new associates, terminations, P&L, payroll, scheduling, hiring, training Opened 3 new stores in the Richmond market with up to $100,000 revenue Held number one district for 11 months of 2018 for sales, food, labor and customer survey Overseeing managers with their food cost, ordering and inventory Staffing levels and scheduling with managers to teach them how to use their sales to properly staff and schedule at their location

 Certified Supervisor Trainer through Morrison/Compass. Trained new supervisors and retrained existing supervisors Responsible for Ordering and Inventory Opened Starbucks location in St. Mary’s Hospital in May 2013 which made $15,000 a week Monthly Client Billing which included patient days, prebill, food and labor cost and sent to client Leveraged client and nursing relationships to increase patient satisfaction scores Grew business to comp 18% over previous year and held high rating for licensed stores. Trained and promoted an Assistant Manager and 8 shift supervisors for internal promotions Assisted with Patient Services, Patient Visitation and Patient Rounding as the Customer Service Manager to ensure the highest level of service as well as resolving patient complaints and issues Completed Patient Services audits, Tray Accuracy, Catering Associates audits, test trays, patient visitation, etc. Responsible for Hiring, Training, Schedules, Efin (Finance), MyStaff (Payroll) and My Signage (Marketing)