Sets strategic goals and objectives for onsite managers to implement as daily operational activities, monitors sales performance data, and drives business growth for a team of 10. Drives to excel in customer service satisfaction and has consistently maintained ratings of 95%+ for individual sales and corporate catering events. Completes vendor sourcing and negotiations inorder to keep costs and overhead low. Designed customer service training modules to improve production efficiencies… Show more Sets strategic goals and objectives for onsite managers to implement as daily operational activities, monitors sales performance data, and drives business growth for a team of 10. Drives to excel in customer service satisfaction and has consistently maintained ratings of 95%+ for individual sales and corporate catering events. Completes vendor sourcing and negotiations inorder to keep costs and overhead low. Designed customer service training modules to improve production efficiencies for quicker service delivery for onsite and corporate catering events, resulting in a 40% improvement. Full P&L and cash flow responsibility, budget planning, cost and pricing analysis, and financial management planning for $200,000+ in annual revenues. 2018 pilot launch of social media platform initiatives to build branding. Utilizes Survey Monkey and follow-up calls to gain customer opinions for improvements in service and meals. Show less

Oversees the administration of the customer "life cycle" in order to foster customer loyalty through high-quality interactions at each step with staff members. Has grown a business unit that was non-existent to now having 100+ employees focused on having customer success ratings of 95%+ on a continual basis. This includes creating and facilitating all training curriculums which cover cross functional skill development, using consultative approaches, productivity and performance metrics, and… Show more Oversees the administration of the customer "life cycle" in order to foster customer loyalty through high-quality interactions at each step with staff members. Has grown a business unit that was non-existent to now having 100+ employees focused on having customer success ratings of 95%+ on a continual basis. This includes creating and facilitating all training curriculums which cover cross functional skill development, using consultative approaches, productivity and performance metrics, and most importantly, troubleshooting inaccurate reporting customer service initiatives. Increases profit margins by 35%+ each year for a non-revenue generating department. Uses Adobe Captivate Training System as learning management system (LMS). Manages sub-contractor accounts valued at $20M while identifying capital improvement projects Introduced technology (Electronic Tablets) to accurately document and forecast wait times for supporting 30 regional and international airlines to resolve elevated customer satisfaction issues.  Designed and implemented comprehensive crisis communication plans in adherence to TSA compliance. Created new job levels and Center of Excellence training modules for Managers in Training / Manager Co-Leads / CSRs / Shinning Stars based on performance evaluations in line with operational needs. Forecasts aviation market trends for producing channel strategies to capitalize on delivery growth metrics. Facilitates ongoing curriculum development and training for Facial Recognition Software (FRS) to 100+ team members. Show less

During tenure, supported operations of 3 regional stores with over $200M in combined revenues and 300 team members, focusing on increasing sales by 30% quarterly, and guest experience satisfaction ratings to 90%+. Anticipated staffing needs and proper training to ensure performance were met. Successfully decreased shrink to 0.8% and lowered employee turnover by 30%. Improved multi store performances from -4% to a positive 2.5% in comp sales in only 1 year and raised YTD sales to 5%… Show more During tenure, supported operations of 3 regional stores with over $200M in combined revenues and 300 team members, focusing on increasing sales by 30% quarterly, and guest experience satisfaction ratings to 90%+. Anticipated staffing needs and proper training to ensure performance were met. Successfully decreased shrink to 0.8% and lowered employee turnover by 30%. Improved multi store performances from -4% to a positive 2.5% in comp sales in only 1 year and raised YTD sales to 5% above plan. Stores were ranged between 75,000 – 90,000 sq. ft.  Developed the talent pipeline by mentoring 5 employees who later became store managers at other locations. Delivered ongoing value-added quarterly trainings which resulted in production efficiency ratings from 17% to 30%. Attained above quota of 107% in 2011, 115% in 2012, and 130 % for 2013. Successfully managed 2 store openings within 18 months on-time and within budget. Show less

Managed all RPO recruiting-related activities, equipping a team of 15 recruiters with effective tools to approach the hiring process. Tracked recruiting metrics to identify the best strategies and areas of improvement, and forecasted future talent needs and ensured recruiting teams are able to meet a 5-day SLA submission window. Supported 10 clients with national recruiting needs, a book of business valued at $2M. Drove customer retention and satisfaction based upon the measurement of SLAs and… Show more Managed all RPO recruiting-related activities, equipping a team of 15 recruiters with effective tools to approach the hiring process. Tracked recruiting metrics to identify the best strategies and areas of improvement, and forecasted future talent needs and ensured recruiting teams are able to meet a 5-day SLA submission window. Supported 10 clients with national recruiting needs, a book of business valued at $2M. Drove customer retention and satisfaction based upon the measurement of SLAs and OLAs, with the ability to recognize client “pain points” within the RPO process and made recommendations of solutions to solve concerns while staying on target for goals. Developed a recruiting training program for new-hires which resulted in a 30% increase on sourcing production and 45% increase of placements. Reduced time-to-fill metrics from 60-days to 45-days, resource allocation budget from $50,000 to $30,000, and improved quality-of-hires by 20%. Consistently maintained client service delivery satisfaction of 90%+. Assisted in the authoring and distribution of the company’s first ever employee policy and procedure handbook which was later converted to being electronic based. Show less