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Customer Service Manager

United States
August 21, 2018

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Matthew Zurcher

617-***-**** LinkedIn

Director of Operations

Highly accomplished leader demonstrates proficiency in increasing sales, profits, and employee engagement by building performance-driven teams and developing talent to support business growth. Expert in establishing goals, implementing effective work processes, delivering quality customer service, and building solid relationships. Possesses the proven ability to keep multiple locations aligned while executing organizational initiatives. Capable of analyzing key metrics, including customer and employee feedback, and providing guidance to achieve market goals and organizational initiatives. Recognized for a strong work ethic, integrity, and a high degree of personal initiative. Adept at aligning front line staff and managers to the brand vision and mission

- Areas of Expertise -

Multi-Unit Operation Management – P&L – Team Building – Talent Development – Succession Planning

Employee Retention – Customer Service – Hospitality Industry – Program Management – Reporting – Microsoft Office

Professional Overview

Panera Bread: Area Operating Partner 2014 to 2018

Named Director of the Year in 2015 and led the brand in customer experience metrics 2015 – 2016.

Led and constructed team of 10 direct reports, 500 in total, while coordinating succession planning at all levels to champion restaurant objectives. Supervised 10 locations with annual revenue of $30M. Chosen to be pilot market to determine how to evolve unit structure and operations to deliver a gold standard manager, associate and customer experience which was to roll system wide in 2019 - 2020

Selected to train and mentor numerous newly promoted or hired directors as well as future High Potential GMs through the Emerging Talent Program.

Led Panera in guest experience metrics in 2015 and 2016 and was the National Panera Joint Venture Partner of the Year for fiscal year 2015.

TGI Friday’s: Director of Operations 2012 to 2014

Assembled 34 salaried managers and slashed management turnovers from 55% in 2012 to 19% in 2013 as well as employee engagement improvements from 53% in 2012 to 85% in 2013.

Built team of 8 direct reports, 700 in total, to spearhead restaurant operations. Administered 8 locations with $35M in revenue and ensured all locations were operating within brand standards.

Piloted remodel program and created three future, multi-unit operators from general manager team.

Consistently attained all budget targets pertaining to food, alcohol, labor, and ops lines.

Bertucci’s: Area Director, Managing Partner & Assistant Manager 1998 to 2012

Helped deliver $1.5M in savings for last 3 years of tenure through creation and implementation of daily tools, including Dough Report, Guests Per Labor Hour Report, Daily Ops Reports, and Labor Forecast Report

Focused on delivering on customer service standards measured by internal reporting.

Educated numerous students at Bertucci’s University to develop future leaders.

Selected to lead multiple teams to streamline and enhance reporting.

Served on Bonus Committee to augment bonus program for operators and provide mentorship to multiple new area directors.

Fulfilled role in Hiring Committee to enhance hiring programs for hourly and salaried personnel.

Brand leading customer experience results from 2011 – 2013.

Education & Certification

High School Graduate – Chariho High School

ServSafe Certified

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