Charlotte, North Carolina, United States
With over 11 years of experience in operations and HR management, I am passionate about creating a positive and productive work culture that fosters personal and professional growth. I have successfully led and developed teams of over 60 associates across multiple locations, implementing effective talent management processes and engagement initiatives that resulted in improved performance and satisfaction metrics. As an entrepreneur and a certified hotel industry analyst (CHIA), I have also demonstrated strong business acumen and strategic thinking, scaling up sales and profitability through data-driven decision making, process optimization, and customer service excellence. I have worked in various sectors, including hospitality, foodservice, and distribution, and I have built lasting partnerships with diverse stakeholders, vendors, and senior leaders. I am conversational in Spanish and have a bachelor's degree in Hospitality Business Management from the University of Delaware.
• Managed a diverse portfolio of 700 customer accounts across four software brands under the Actabl umbrella in role as CSS, and a $5 million book of business as a dedicated CSM. • Promoted from CSS to CSM in June 2024. • Managed customer lifecycle from transition out of implementation to customer success and expansion. • Advocated for customer needs by serving as a liaison between client and internal teams, facilitating collaboration and customizing prompt solutions to enhance overall satisfaction. • Supported the data migration and execution of a new CRM system, safeguarding data integrity and leveraging platform functionality to enhance customer interactions and overall experience. • Trained new employees on various process including churn management, implementation handover, ChurnZero, and general CS responsibilities. • Designed and implemented an engaging CS Newsletter template, effectively curating monthly initiatives and data, resulting in a 30% open rate among recipients. • Assisted in developing and refining processes including delegation inbox, new hire training, and automated adoption plays for the strategic team.
● Acted as human resources business partner for a total of over 300 associates: talent strategy and acquisition, orientations, performance management, conducted investigations, promoted diversity, and governed compliance with employment law, regulations, and company policies. ● Created new people engagement initiatives from analyzing historical trends to build better culture in 6 locations, most recently resulting in a 20% increase in engagement according to associate survey. ● Conducted monthly 1-on-1’s to partner with managers on data-driven strategy developments; exceeded targets in 8 out of 8 business objectives, which included people leadership, customer satisfaction, sales, and profit. ● Pioneered 6 professional development seminars for managerial level positions and associates, this enhanced engagement across the region. ● Served as a consultant to 15 general manager peers as the teams developed and implemented seminars for other levels of management. ● Advanced the talent pipeline through the development and promotion of over 30 managers and associates into new roles. ● Steered all operational and financial aspects of a multi-unit business location – restaurant, convenience store, gas station, and tobacco outlet – included a team of 8 managers and 50 associates, with revenues of over $25 million annually, and ● Led change management and program implementation and for more than a dozen new operational and process initiatives. ● Promoted from Assistant General Manager to General Manager in April 2018. ● Managed relationships with a network of vendors to maintain in-stock conditions and service level agreement (SLA) execution, resulted in year-over-year increase in vendor product sales by an average of 10%.
● Led all operations and P&L ownership for a $2.5 million per annum upscale restaurant and event venue with a staff of 25, including five salaried and hourly manager and supervisor positions. ● Doubled profitability from 6% per annum to 12% through strict cost control at all levels of the P&L. ● Increased event business by 25% through strategic partnerships and B2B account management. ● Maintained food cost at 25% (industry average 30-35%) through cost controls and strategic pricing. ● Built HR systems, training programs, operational SOPs, and digital marketing campaigns that increased online presence by 300%. ● Earned four Excellence in Dining Awards for service, ambiance, and quality by Zagat and TripAdvisor.
● Established key talent management processes – an organized recruiting method, a detailed training program for new hires, and a performance management structure that set baseline expectations and measurements for assessment. ● Designed a new compensation structure which resulted in a 10% decrease in costs. ● Built partnership with vendors that accelerated and exponentially scaled manufacturing abilities, and expanded reach from 17 stores to over 60, in less than one-year, which tripled the sales volume. ● Collaborated cross functionally with administrator, director of marketing, director of sales, and vendors to develop the brand and grow market capitalization in a high-growth startup environment. ● Analyzed sales trends to understand how promotions and on-site demonstrations impacted business, redeployed assets based off that analysis, obtained a 25% growth in sales in less than 60 days.