Director of Service & Aftersales success

• Dec 2022 - Present

West Coast Service Manager/Sales & Technical Services Director

• Aug 2006 - Jan 2023

Facilitate and manage accounts for local and national service clients, including Peet’s Coffee & Tea, Franke, and Einstein Bros. Bagels. Define strategy and plan growth of national service network. Oversee day-to-day operations, including general business planning, customer contact, and scheduling for West Coast region. Forge and manage client relationships. Organize large-scale projects. Order equipment. Manage relationships on national level with vendors and subcontractors, including negotiation of agreements/pricing. Communicated with and manage 50+ contracted service providers to ensure customer needs are met. Supervise all service routing. Train and develop technicians. Order, track, and coordinate maintenance of all equipment. ~Planned and executed bi-annual preventative maintenance service program for largest customer including procurement of parts, scheduling service with national service providers, managing project from start to finish. ~Responsible for building & training a reliable and dedicated team of technicians through active hands-on participation. ~Managed relationships on a national level with subcontractors, coffee and service customers and equipment vendors. ~Established relationships with local and national coffee & service customers to meet there service needs ~Worked with 20 service companies to remotely manage repair and maintenance. Insured that Pacific Espresso's service standards were met consistently. ~Responsible for inventory tracking, ordering & maintenance for all for all equipment Show less

Unit Manager : Dining Cowell College

• Jan 2016 - Feb 2017

Directed day-to-day operations and activities of multiple units. Oversaw production management, fiscal management/planning, staff management, and accounting. Supervised team of 7 professional managers, 45 career staff, and numerous limited and student staff. - Coordinated meal service for academic and summer conferences. - Collaborated with programming staff to plan meals for College Nights. - Assigned responsibility for Retail/Catering operations Directed day-to-day operations and activities of multiple units. Oversaw production management, fiscal management/planning, staff management, and accounting. Supervised team of 7 professional managers, 45 career staff, and numerous limited and student staff. - Coordinated meal service for academic and summer conferences. - Collaborated with programming staff to plan meals for College Nights. - Assigned responsibility for Retail/Catering operations

Food Service Manager

• Apr 2003 - Jul 2004

Planned and facilitate operations for all aspects of large-scale food service program. Managed primary kitchen, four satellite operations, vending operations, and catering in conjunction with Event Planning department. Negotiated long-term contracts for purchase of consumables, ensuring consistent price and cost efficiencies. Trained and led staff of 28 people and 2 supervisors. Coordinated scheduling and daily placement of staff. Improved customer service quality by raising training standards, implementing customer service policies, and improving retention of high-performing staff. - Worked with numerous vendors to establish cash rebate programs based on brand exclusivity and usage. - Increased catering sales by 100% via aggressive selling and revamping program. - Introduced popular kids’ meal program and improved quality of consumables menu to increase average sale per meal by 22%. - Successfully reduced costs and consumable waste while averaging 3500 individual transactions daily during summer season. Show less

Operations Manager

• Sep 1999 - Apr 2004

Managed day-to-day operations for core restaurant and bakery, including customer service, scheduling, staff development, cash flow management, profit and loss (P&L) statement review, and research/development of wholesale food program. Oversaw activities of up to three off-site units at any given time, checking in daily with on-site manager to review sales, operations, and general status of business. Planned and implemented programs to raise customer traffic counts and increase average sales per transaction. Monitored budgets, including effective payroll planning. - Researched, planned, and played key role in opening three units. Developed menus, set sales goals, and created daily operations plan. - Streamlined interviewing, hiring, and training processes to improve development of staff and supervisory team. Wrote crew manual and staff training documents. Show less