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Skills

  • Performance management
  • Team management
  • MS Office
  • Cross-functional team alignment
  • Budget management (>$6 annually)
  • Recipes and menu planning
  • Food production management
  • Sanitizing understanding
  • Inter-departmental communication
  • CRM systems (Jira)

Work Experiences

  • Achieved a 26% increase in team performance.
  • Informed 5 initiative of employees about menu changes and procedures.
  • Devised and implemented effective strategies to improve restaurant performance, streamline food preparation processes, and boost efficiency in a variety of areas.
  • Was in charge of food costs and inventory management.
  • Coordinated and led the transition to a new service management platform, improving case resolution times by 51% and user experience ratings by 43% points.
  • Was successful in resolving difficult customer complaints, promoting brand loyalty, and increasing repeat business.
  • Collaborated with process to audit service delivery processes.
  • Implemented a metric program and effectively managed employee errors, resulting in a 5% reduction in overall waste.
  • Analyzed service delivery metrics and implemented performance improvement strategies that drove a 75% increase in key performance indicators (KPIs).
  • Aligned key service initiatives.

Summaries

  • Achieved operational excellence across Atlanta.
  • Achieved financial savings of 37%.
  • Achieved an uplift in performance metrics by 30%.
  • Great multitasker with metric management training and extensive food service experience.
  • Experienced Head of Service with a track record of building and motivating strong restaurant teams to assist 10 customers on a daily basis.
  • Boosted retention rates by 40%.
  • Committed to improving customer experiences while lowering costs overall.
  • Built a resilient, future-ready leadership team.
  • Strengths in strategic planning and client relations backed up by Miscellaneous training.
  • Adept crisis manager.

Accomplishments

  • Drove a 76% increase in team productivity by introducing performance-based incentives and training programs.
  • Reduced customer churn by 20% leveraging targeted customer outreach campaigns and real-time feedback mechanisms.
  • Drove adoption of a new CRM system across 16 teams, improving customer response accuracy by 31% and shortening resolution time.
  • Achieved ITIL for the entire department, enhancing service credibility and leading to 49% client growth.
  • Introduced new data analytics tools, enabling more effective decision-making and reducing response times to customer inquiries by 71% minutes.
  • Drove continuous improvement initiatives that led to operational cost savings of $2 annually through better resource utilization.
  • Led the digital transformation of service operations, shifting 41% of requests to automated channels, enhancing operational efficiency.
  • Implemented change management initiatives during a platform upgrade, ensuring a seamless transition with less than 24% disruption in services.
  • Negotiated SLA agreements with suppliers, achieving a 35% boost in service efficiency while maintaining compliance.
  • Designed data-driven strategies that improved service availability across 4 locations by 75% in under 2016.

Affiliations

  • Lifelong Participant, Project Management Institute (PMI)
  • Active Contributor, National Black MBA Association (NBMBAA)
  • Active Member, Institute of Service Excellence (ISE)
  • Board Member, Society for Diversity & Inclusion in Service Operation, 2017
  • Association for Computing Machinery
  • Jaycees
  • Fellow, Chartered Institute for IT (BCS)
  • Mentor, Women in Technology International (WITI), 2019
  • American Medical Informatics Association
  • American Society of Safety Professionals

Certifications

  • Microsoft Power BI Data Analyst Certification
  • SAFe® 5 Scrum Master (SSM)
  • Project Management Professional (PMP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Experience Professional (CCXP)
  • CompTIA A+ Technician
  • Certified Digital Transformation Officer (CDTO)
  • Strategic Service Management Leader Credential Harbor & Co.
  • Certified Public Accountant (CPA)
  • Certified Fraud Examiner (CFE)

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