Stephanie Karwacki Email & Phone Number

•Manage Onboarding Menu QA team to ensure all newly onboarded ezCater menus are functional, high-quality, and compliant•Developed automated QA measures to catch operational errors across all menus on the site that may have been overlooked; currently measuring time to successfully solve all errors•Saw increase in overall team quality scores by 3% in Q1•Created internal feedback surveys to fuel conversation about improvements with communication between QA team and Onboarding Specialists; currently tracking success quarterly•Created rubric for team of QA Specialists reviewing automated data creation macro; from feedback in reviewing process, success rate has increased by an average of 50% per nightly run•Manage team of Photo Curators who capture images of restaurant food, coordinate freelance photographer shoots across the US, and provide photo-related support via email and phone•Oversaw successful HoneyBaked Ham corporate photo shoot in ezCater office•Worked cross-functionally to begin effort to add menu item photos to all new and top-performing enterprise & chain partners•Organize streamlined information flow in team Zendesk space with internal requests and automated data creation macro

•Managed Menu Modification function & team; oversaw successful effort to decrease turnaround time for partner content updates from 18 business days to 2 business days•Successfully introduced and streamlined use of a Zendesk customer service CRM•Organized data and performed user & organization data uploads in Zendesk to improve workflow and create specialization opportunities for team members•Managed Menu QA function for both newly onboarded restaurants as well as modified restaurant menus•Introduced MaestroQA effectively for more efficient reviewing timeline; developed, tested, and revised (many times) functioning, fair rubrics to assign comprehensive quality scores for all Menu Specialists•Assisted in eliminating 3-week SLA for getting new restaurants live through simple process change•Surpassed team goal for quantity of reviewed menu updates by 61%•Supervised training of over 30 new Menu Specialists as team scaled; negotiated adjustments in programming based on feedback and business need•Worked cross-functionally to create comprehensive phone support training based on ezCater customer service practices

Greater Boston Area

•Supervised and managed workflow for ezOrdering Content Implementation Team, giving caterers a tool on their own site to increase catering orders•Gathered and analyzed data surrounding the visibility of private store content on caterer's websites to identify target points for future content implementation•Developed training materials for Menu Team hires and reference guides for all members of the team•Facilitated training and orientation for new hires, setting goals for individual and group success in producing and updating content, as well as corresponding with caterers via phone and email.•Ensured quality in content on menus throughout site•Tracked and interpret quality data for all members of the team to increase quality with increased productivity and a growing department•Ran periodic training sessions to streamline content optimization

Greater Boston Area

•Developed training materials for Menu Team hires and reference guides for all members of the team•Facilitated training and orientation for new hires, setting goals for individual and group success in producing and updating content, as well as corresponding with caterers via phone and email.•Ensured quality in content on menus throughout site•Tracked and interpret quality data for all members of the team to increase quality with increased productivity and a growing department•Ran periodic training sessions to streamline content production

Greater Boston Area

•Molded catering menus and information from their original forms to fit ezCater's standard style and maintain partners' brands•Acted as a liaison between the company and its catering partners when dealing with updates to menus and delivery information by phone as well as email•Collaborated with other members of the Menu team on a variety of projects to inform our Sales and Marketing teams; this includes finding potential catering company/restaurant leads, industry research, organizing information, and more•Assured quality in menus and branding content throughout the site

Portland, Maine Area

• Maintained daily organization of IOFM’S Litmos learning management system by adding, deleting, and editing users and courses; evaluating requests for continuing education units daily; created Excel reports on user information•Facilitated customer inquiries about certification exams, materials, and continuing education activities by phone and email•Worked directly with the Member Services Team and Marketing Team to maintain uniformity in certification platforms•Translated English copy emails, how-to guides, and descriptions into Spanish for the Spanish certification program launch•Reengineered Certification Helpdesk through ZenDesk, giving more detailed answers to FAQs based on customer feedback

Portland, Maine Area

•Contacted national and international seafood/processing exhibitors by email and phone for Seafood Expo/Process North America and Seafood Expo/Processing Global; sustained an overall 84% success rate in collecting deliverables for events.•Trained and worked on a2z program to improve companies’ listings on expo websites and SeafoodSource.com•Managed general exhibiting inquiries and served as a contact point between Customer Service and exhibitors

Lancaster, Pa

•Assisted students with the process of idea development, argument organization, and general success in all forms of writing•Organized publicity for talks sponsored by the center and events such as our “First Annual International Write-In”

Antigua, Guatemala

•Tested and implemented marketing strategies for a social business (Soluciones Comunitarias) and weaving cooperatives; wrote radio announcements; gave talks about health issues relevant to Guatemala to various demographic groups•Administered near-vision eye exams and sold necessary products at affordable prices, helped promote by radio and run the most successful office-based campaign in history of Soluciones Comunitarias for a sales increase of 400% from last campaign

Lancaster, Pennsylvania Area

•Offered 16 first-year students educational and emotional support, administer discipline when necessary•Helped create a system of evaluation in order to garner feedback for staff, received overwhelmingly positive reviews