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Manager Customer Service

Elk Grove Village, IL
December 30, 2018

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*** **** ***** *** *, Des Plaines, Illinois 60016 (C) 773-***-****

Professional Summary

Results-focused management professional offering 18 years of progressive leadership experience. Transforms high-potential staff

into outstanding leaders who demonstrate the creativity and savvy that is critical to financial and operational success.


Organized Superb time management skills

Dependable Quality assurance and control

Process improvement Identifying and Developing future leaders

Customer relations specialist Employee relations

Work History

Food and Beverage Manger; Banquet and Convention Services Manager; Catering Sales Manager 05/1998 to 06/2003

Hyatt Regency – Oak Brook, Illinois

I started at Hyatt Regency as a Food and Beverage Manager and was responsible for running the 3 meal restaurant and our room

service department. In this position I was responsible for cleanliness, training, team management, scheduling, maintaining

operations and overall customer satisfaction.

After 1 year, I took over as manager of our fine dining restaurant and sports bar. In addition to the responsibilities I held in my

prior position, I was now responsible for working with our chef on daily specials, maintenance of our POS system, and working

directly with our Food and Beverage Director to ensure we kept our venues current and on point with popular trend.

After 1 year, I then moved to our Banquet and Convention Services department where I managed over 75 servers and convention

services staff. Time management, team building, communication, problem solving and organization were the critical skills I

possessed to execute this job at a high level.

After two years, I moved into the catering sales position. This position taught me how to collaborate with several different

departments to execute meetings and events to the guests satisfaction. I learned the value of asking good questions and following

up, not only with the hotel staff, but with the clients I was assisting.

Assistant Manager; General Manager Training Lead 06/2003 to 08/2012

Potbelly Sandwich Works – Chicago, Illinois

I was an assistant for 2 years and General Manager Training Lead for 7 years. My responsibilities included hiring new employees,

developing new managers, training newly hired managers/general managers, coaching, managing labor costs through efficient

scheduling and proper training, managing food costs through proper training of procedures, adhering to recipe standards, proper

ordering and use of pars, and maintaining appropriate inventory levels, general maintenance and cleanliness of the shop, execution

of company initiatives and providing exceptional customer service.

District Manager 08/2012 to 08/2015

Potbelly Sandwich Works – Chicago, Illinois

In the District Manager position, I used all the skills and experience I obtained as a General Manager to help a district of 8 stores

run more efficiently. I was responsible for ensuring that all stores were performing at top level through coaching and feedback

from visits, analyzing financial information to determine if costs were being managed efficiently and, if not, working with the

General Manager to identify the root cause of any issues and create a plan to alleviate the issue, help identify talent within the

locations and create development plans to help them reach the next level of management, actively recruit for talented managers to

bring into our organization, assist stores in creating effective marketing plans to capture more business and sales, perform

inspections of the facilities during visits to ensure stores were clean and well maintained, completed performance reviews

bi-annually, worked with other district managers to create unity amongst the districts, held monthly General Manager meetings,

reported monthly results with explanations of strong and weak results to my Market Manager and created yearly budgets.

District Manager / Assistant Operations Manager 09/2015 to Current

DIY Restaurant Group – La Grange, Illinois

As a District Manager for DIY, my responsibilities varied slightly from Potbelly. While I was still performing many, if not all of

the same functions, I was also part of developing many systems from the ground up with the company. I created training materials

for new hires in all areas of our stores (counter, pizza makers, cooks, and drivers), created training materials for shift leaders, set up

preventative maintenance for our equipment, tested out new equipment to help with efficiency ( new dough roller for speed, new

scale for consistency in product, new POS system for ease of order taking and gathering financial information), I wrote a recipe

manual complete with pictures and cost analysis, worked with our current food vendors to get online ordering, and helped

reorganize the layout of our locations for future development so we can maximize our space while minimizing the amount of labor

required to run our stores. As part of the executive team, I helped in the development of procedures for cash handling, on boarding

new hires, handling illness and injury incidents, food handling ( including a shelf life chart, getting all team members their food

handlers certificates and day dotting), employee recognition, quarterly bonus for the stores and weekly reporting of sales, labor and



Bachelor of Arts: Hospitality Management 1998

University of Illinois Urbana-Champaign - Champaign, Illinois

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