Sarah Willgress (She, Her) Email & Phone Number

SPECIALTIES and SERVICES• Business Operations • Customer Experience • Business Strategy• Organizational Effectiveness• Individual and Team Coaching• Project ManagementCONSULTING PROJECTS Managing Director/Consultant (Interim)Operations Leader for $150M ERISA health plan for over 40K Home Care Aides reporting to Executive DirectorManaging Director and Shared Services/Consultant (Interim)Operations Leader for non-profit school with second highest enrollment in the State of Washington Operations Coach and Consultant Providing executive coaching and project support for the head of operations of a small restaurant conceptOperational Excellence Program ConsultantCodify operating standards for a 3000+ unit restaurant company. Built the cafe operating system to ensure system-wide execution. Launched first multi-unit standardize cafe visit.Organizational Effectiveness ConsultantLead an organizational assessment and provided Executive Director clear action items. Facilitated leadership offsite.Project Management Provided project management expertise to fast-growing Health and Wellness organization during busy implementation seasonResearch and Development Startup Consultant Created business plans for a start-up organization to acquire new revenue streams Voice of Customer Program Consultant Led project to develop and implement Customer Satisfaction Measurement Program for a 350 store international retailerRetail Leadership Conference ConsultantSupported two different brands to launch key initiatives to their field leadership teams.Customer Experience ConsultantEstablished new customer experience strategy and led change effort

Led retail store Customer Experience Strategy for Fortune 500 retail chain known for delighting its customers. Integrated customer focus into the initiatives of support functions and deliverables throughout the organization. Built performance based culture within Customer Contact Center with 80-200 representatives. 1.3M problem related contacts a year.

Built, deployed and sustained Customer Satisfaction Measurement Program. Captured 7M customer surveys to ensure each of our retail stores in markets launched (US, Canada, Hong Kong and Philippines) could determine how to improve their delivery of the Starbucks Experience each and every dayImplemented and sustained a common language for delivering the customer experience through the Green Apron Book. Integrated a recognition program and storytelling training tool to be used in team huddles. Awarded Presidents Award in 2005 for impact on global culture of the companyDeveloped creative and engaging training programs to enable field operations to deliver the Starbucks Experience consistently across all stores

Built new department within US company-operated, Licensed and Foodservice Divisions to measure performance using a Balanced Scorecard approachExecuted Business Intelligence System Deployment for licensed and foodservice division ensuring performance reporting was accessible and actionableLed high performing team, achieving 100% employee engagement in annual employee satisfaction survey while exceeding annual goals

Deployed and administered an improved mystery shopping program to over 7K company operated and licensed stores. Captured 90K shops annuallyBuilt and sustained Operational Excellence Program which ensured that retail operating standards were adhered to in our stores

Led 10 district managers and 100-120 stores with $115M sales and over 1700 employees Consistent positive comparable store sales growth year over yearOptimized operations ensuring sound customer and employee relations, quality products and profitability Developed and implemented programs to improve regional performance in the areas of customer loyalty, brand strength and community involvement

Position details available upon requestBuilt a diverse background in the hospitality industry through a variety of roles that increased my operations and customer experience leadership skills

Ba, Business - Hotel, Restaurant And Institutional Management

Education record

Floret Online Course 2018 Strategic Problem Solving 2004 Situational Leadership 2004 Advanced Behavioral Interviewing 2004 Servant.