As the Director of Service Excellence I was responsible for center led initiatives to develop, implement and ensure compliance of standards, processes, key metrics and tools to achieve a consistent service execution across all North American locations.I lead a team of 4 Regional Service Excellence Managers responsible for partnering with market leaders to develop action plans to improve MC performance metrics and implementation of strategic initiatives that include: - Execution of annual productivity initiatives (e.g. revenue per stop, revenue per FTE, re-route execution) - Development and delivery of frontline manager and associate training - Participatation in the target setting process for Operational Excellence that generates substantial improvements with a goal to exceed KPI targets. - Implementing Continuous Improvement Plans to generate both short and long-term improvements with and without capital investment. - Facilitating the resolution of issues in the field through the use of cross-functional groups. - Evaluation of opportunity areas and measurement of the effectiveness of current programs - Delivery of a standardized project management methodology and tools to support major cross-functional initiatives

-Directed the implementation of the largest software initiative within the line of business encompassing over 60 locations nationwide with a budget in excess of 18 million dollars.-Met with management teams in the initial installation phase to instill confidence, identify needs and provide smooth transition to a new software platform.-Responsible for recruitment, training, development, scheduling and performance appraisal of team members.-Developed training documentation, tested beta software and provided strategic input to the design of the software roll out.-Through leadership and managerial skills, motivated implementation team members and internal clients while creating an environment of trust. -Coordinated efforts to integrate operations and data in seven regional acquisitions of over 8M dollars.-Implemented SKU marketing strategies to enhance organic growth-Consistently met a rigorous deployment schedule.

-Responsible for overall operations of a fourteen route vending market center while directing nine full service dining locations.-Developed client / customer relations and high retention levels through visitations and surveys.-Directed new sales development, employee recruitment, training and career growth for a staff of 44 unionized FTE’s and 5 managers.-Budgetary and P/L responsibility for 8 million dollars in annual sales.-Planned and organized many large corporate catered functions throughout Southeastern Wisconsin.

-Responsibility for coordination of computer, safety, purchasing and productivity training for over sixty business dining locations.-Developed concept and programs for new sales, resulting in three new business openings in 6 months.-Successfully implemented a district safety champion concept reducing lost time accidents by 23% within the Midwest Region.-Responsible for financial budgeting for each Request for Proposal received.-Developed, implemented and sustained production software to field managers as well as demonstrated to prospective clients during sales presentations.