Customer Service Manager
Resume:
PHILLIP G. BEGALLA
***** ******** ****** ***** 440-***-****
North Ridgeville, Ohio 44039 abnki3@r.postjobfree.com
OPERATIONS SERVICES MANAGER
Proven Department Leader delivering consistent profitable growth and superior customer service. Successful in
leading departments through reorganization, accelerated growth and performance improvement. Bachelor of
Science Degree. Experience in:
* Customer Service/Metrics * Strategic Planning * Quality Assurance
* Optimizing Systems * Budgeting * Compliance (CGMP/DOH)
* Performance Development * Cost Reductions * Staffing
PROFESSIONAL EXPERIENCE
Director of Operations, Ancillary Services Department, Fairview Hospital 2004 –2009
AVI Foodsystem, Inc., Cleveland, Ohio
Responsible for all aspects of nutritional service delivery at Fairview Hospital to include: Operating budget in
excess of $5M; Revenue budget in excess of $1M; Labor budget comprising 75 FTE’s; Compliance with all
regulatory agencies; Compliance with CCHS productivity standards. Experience includes:
Development and oversight of annual operating plan and budget, with lowest cost per unit in Cleveland Clinic
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Health System.
Manage department staff development, safety training, and departmental policies and procedures.
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Drive continuous quality improvement through TQI, CQI, PDCA, CPI and TQM.
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Liaison between Joint Commission, Cleveland Department of Health, Ohio Department of Health, OSHA and
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other third party inspectors/surveyors to assure compliance.
Consulting project manager on service unit renovation which included budget development and compliance
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planning.
Production Manager, St. Vincent Charity Hospital 2002 –2004
Sodexho Marriott Services, Cleveland, Ohio
Direct responsibilities for all aspects of food production for patient service, daily catering and special functions.
Areas of responsibility include HACCP compliance, Sodexho program compliance, procurement, and inventory
management. Experience includes:
Revised and implemented inventory/ordering systems, achieving lowest waste rates in system.
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Increased HACCP scores by 40%.
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Increased Goldcheck scores by 20%.
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Created and implemented "Grab and Go" program.
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Successful Joint Commission survey resulting in no recommendations.
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Retail Manager, St. Vincent Charity Hospital 1998 –2002
Sodexho Marriott Services, Cleveland, Ohio
Direct responsibilities include managing operations for all food service programs to include production, inventory
and purchasing. Responsible for 26 FTE's with operations focused on patient meal service. Experience
includes:
Implemented and enforced cash handling procedures
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Maintained highest service ratings after downsizing 23%
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Reorganized the vending operations to create a profitable program
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Drove plan to create new lean layout with optimized workflow and customer flow
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Developed plan to increase margin by implementing more options and better control over reprocessing.
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Established temporary food service program, while major renovations were in process.
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Phillip Begalla Page 2
Operations Manager 1997 –1998
Sheraton Hotel (Airport), Cleveland, Ohio
Responsible for all aspects of customer food service in formal dining room, remote service centers and room
service. Experience includes:
Planned and supervised New Year's program event for families (Poolside)
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Planned and supervised additional events for Auto Show week
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Planned and supervised Special Events (Tyson-Holyfield Fight)
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Nutrition Service Supervisor 1991 –1997
Southwest General Health Center, Middleburg Hts., Ohio
Supervised all aspects of catering, food production, and food sanitation. Responsible for QA tracking and
compiling reports for QA Committee including information concerning food temperatures, tray accuracy, tray
assessments, patient assessments, documentation, accidents and risk management and HR related situations.
EDUCATION
Bachelor of Science in Nutrition and Dietetics, Kent State University, Kent, Ohio (1991)
H.A.C.C.P. Certified
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