Over six years of operations management experience. Expertise in contractor management, team building, budget management and service level agreement (SLA) improvement. Assessed needs of customers, improved contractor performance metrics, created and implemented standard operating procedures (SOP) improvements. Strong skills in customer service including interpersonal, written and verbal communications. Excellent ability to multi-task and establish priorities. Proficient with Microsoft office, vendor and customer portals.
Directed service center of over 40 employees for Petsmart Account. Improved customer satisfaction for over 1400 locations. Modified client SOPs for over 50 lines of service. Hired, counseled and provided performance reviews for customer service representatives and team leads. Interfaced daily across all departments. Implemented cultural transition into new company brand. Trained 5 new team leads on Oracle programs and client interface. Continued directing Indianapolis service center through January 2016.
Opened Indianapolis service center in 2013 with 8 employees and grew to over 20 employees. Provided facilities service for over 8000 Starbucks sites. Improved SLA and cost management for 8 Starbucks Facilities regions Transitioned new Burger King account to the Indianapolis service center. Vetted Target, Safeway, and numerous licensees for Starbucks. Hiring and training of 4 team leads for the Starbucks account.
Managed Starbucks vendors for coffee equipment and HVAC across North America. Improved client baseline KPIs from 70% to 89%. Point of contact for over 20 Starbucks Facilities Service Managers. Instructed regional service contractors on priority calls. Lead bi-weekly business review with Starbucks.
Supervised customer service team of over 50 team members. Implemented training classes for new hires consisting of customer satisfaction and retention, POS interface, and company core values. Completed daily financial audit. Created weekly schedule for team members. Supervised store events. Ensured OSHA safety guidelines were followed. Conducted monthly department meeting for optimal store performance.
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