Nicole Gauthier Email and Phone Number

Led service delivery for Global and North American Enterprise accounts using SaaS-based B2B solutions. Clients included three of of the world's largest quick service restaurants. • Reporting to the CEO as a member of the senior leadership team; served as customer advocate to influence the company's business strategy and roadmap• Served as Executive stakeholder company-wide on all customer initiatives, prioritizing efficient simplified solutions with greatest positive impact to customer• Maintained new and renewal business for North America, UK, Mexico, and UAE• Developed and led customer success team, creating measurable customer-first action plans and implementing new processes and technology to help clients achieve desired outcomes• Drove business transformation through the customer lens engaging cross functional stakeholders to deliver innovative products and services at each point for the customer and the business • Built long-term relationships with customers across all levels, including c-suite; with team members, internal cross functional teams and internal/ external stakeholders

Drove customer loyalty and retention through customer centric processes, policies and multichannel supports• Expanded software product internationally (US, UK, Mexico); pursued international opportunities in Japan, Australia, Spain, Philippines and developed in partnership with US Panasonic Partners a US go-to-market strategy and sales support model.• Met project timelines by following SCRUM/Agile methodologies, identifying, and addressing issues early on, setting/re-setting of priorities, improving communication and updating roadmap• Subject Matter Expert for product and customer requirements• Participated in international on-site “go live” business openings to support and demonstrate our commitment to launches and ongoing successful partnership• Provided customers with insight into future product enhancements which reflected their strategic priorities and those of the business

Led operational implementation of four businesses within North America’s first digital hospital, including two new fully staffed / operational Tim Hortons locations• Drove profitability of new businesses by educating / training volunteer association board on key operational expenses and requirements of running 24/7 Tim Hortons and new gift shops.• Built strong relationships with senior executives, finance, shipping / receiving, volunteer association, construction, and medical staff, while managing three managers and overseeing 60-member staff.• Improved financial reporting and comparative analysis by researching / implementing cloud-based POS / inventory system to track and manage all gift and baby shop goods and provide accurate figures.• Maximized profit donated to hospital; controlling costs by seeking and partnering with suppliers of robust, functional, and well-priced products and services.

Supported franchisees, management teams, and internal / external stakeholders, by developing and implementing new technology and providing training to successfully launch new products and services.• Identified key operational standards and restaurant-level needs in development of new POS and responsible for delivering cash balancing with integrated systems (Credit, Debit, TimCard) • Developed onbaording strategies, designed communications and training plans for successful adoption of the new POS system• Improved investigation response times and increased issue resolution for pilot locations by establishing new omnichannel support processes • Managed standard project activities such as resources, conflicts, and constraints, risks and the situational leadership of a team of 13

Facilitated discovery process and project scoping session amongst project team, business, and other stakeholders; captured detailed documentation of requirements• Identified opportunities for system/product improvement and conducted research and analysis of viable options for business solutions by meeting with Owners, internal stakeholders and third-party vendors

Introduced new sales reporting and food ordering platforms that standardized processes and deadlines for all Tim Hortons restaurants in North America (3000+ sites; 60,000+ users); deployed new systems with 99 percent restaurant usage on first day• Significant increase of timely and accurate reporting of restaurant financial sales , leading to correct Royalty payments for Tim Hortons Corporate and accurate invoicing for restaurants• Increased efficiencies and cost savings for restaurants and Tim Hortons corporate by providing a single system and processes for food ordering; interfaced new food ordering system with corporate warehouse inventory management system

Managed all content on internal LMS for 100,000+ restaurant users, developed / deployed ~15 new team member learning titles and updated 20 manager training titles.

Developed and facilitated courses for new franchisees and managers on Tim Hortons operational standards; providing key strategies for running and managing successful multi-million-dollar business.

Ensured customer satisfaction and met brand standards through effective 24/7 restaurant and team management and maintenance; controlled costs, optimized productivity, and provided training.

Consistently met brand and customer expectations by increasing team productivity through coaching, training and managing 125 - member staff; managing sales of $2 – 5M/week