Customer Experience Team Manager

Led and managed remote and onsite teams delivering high-quality customer experiences across multiple service channels. Oversaw all dining services, including residential dining, concessions, retail, and catering. Managed meal plans and student/staff engagement initiatives. Supervised multi-service concessions for stadium and gym facilities. Directed daily team operations and decision-making processes, ensuring consistent service delivery. Utilized customer service platforms such as Zendesk and Gladly for support operations. Implemented bulk ordering strategies to maximize year-end revenue. Built strong client relationships and secured major summer camp bookings, resulting in a 66% increase in June-August revenue year-over-year.

Developed client catering proposals and negotiated pricing. Hired, trained, and supervised remote and onsite catering staff. Coordinated seating arrangements, meal service, and logistics. Maintained catering budgets, stock inventory, and industry compliance. Promoted competitive services through market research and trend analysis.

Assisted chef with food production and service line operations. Trained student employees in food safety and cash handling. Supported daily menu planning and catering scheduling.

Coordinated large-scale events, trade shows, weddings, and sporting events. Developed staffing plans, budgets, and revenue tracking reports. Conducted operational audits and economic impact studies. Increased off-season ice usage and developed profitable event programming. Managed catering services, increasing sales by 60% over four years. Served as key liaison for a 2016 U.S. Presidential candidate visit. Directed food and beverage operations for a three-day festival. Hired, trained, and supervised event and concessions staff.

Increased sales by 26% through strategic operational restructuring. Achieved the best Liquor, Labor, and Food Cost metrics within a 14-store franchise. Developed successful marketing and bar promotion programs. Reduced kitchen labor costs by 15% through workforce optimization.

Opened and managed multiple store locations. Developed training manuals, inventory programs, and catering operations.

Increased sales through innovative marketing and operational efficiency. Developed and managed cost tracking systems and financial reports.