Customer Service District Manager

Shannan Cook

***********@*****.*** 267-***-****

PROFESSIONAL PROFILE

Passionate leader, mentor, and trainer with 15+ years of experience driving hospitality success. Passionate about developing staff and creating cultures of professionalism, respect, communication, collaboration, and service.

Leadership Hospitality Human Resources Team Management Training Development & Facilitation

Succession Planning Internal Auditing Standard Operating Procedures (SOPs) Policy Development

Operational Efficiency Financial Acumen Customer Satisfaction Procurement Inventory Management Reporting

Customer/Client Service Relationship Development Collaboration Problem Solving Critical Thinking

EXPERIENCE HIGHLIGHTS

Zoup!

District Manager March 2015 to Present

Create initiatives and incentives designed to increase service metrics, increase employee retention, and improve throughput. Perform weekly store visits and conduct thorough meetings with General Managers to review financial records, training metrics, and standards, to ensure development of leadership teams and profitability of each location. Liaise with vendors, distributors, and manufacturers to ensure product availability and timely delivery.

Notable Accomplishments

Within 3 months of inheriting district of 6 fledgling locations, service metrics including customer satisfaction, food quality, portion size, atmosphere, and likelihood of returning, exceeded company standards by 12%

Within 9 months, all store financials met corporate guidelines and ranked within top 10 in service metrics

Reduced delivery time for critical product stock by 80% by contacting product manufacturer and negotiating financially viable procurement and delivery system

Increased profitability of each location by an average of 5% over first 60 days

Chick-Fil-A

Director of Operations October 2020 to July 2022

Facilitated toxic culture to one of accountability, professionalism, collaboration, and continuous learning by designing, and analyzing employee satisfaction survey and implementing leadership, staffing, training, and operational changes. Increased transparency and motivation by raising awareness of existing metrics, creating targeted goals, and developing strategic initiatives and plans. Designed personal training plans for leadership team. Created staff certification initiative in key areas of operation. Reassigned leadership team to roles that matched scores and interests.

Notable Accomplishments

Achieved personal certification in Front of House areas within first 10 days, and all areas within the first 30 days

Improved customer service metrics from top 50% to top 5% in territory

Expanded employee satisfaction scores by 102% within 6 months

Advanced customer service metrics to acceptable range within 90 days

Met or exceeded system averages after 6 months

Panera Bread

Assistant General Manager May 2018 to July 2020

Selected by District Manager after completion of 4 weeks of training to act as on-site consultant for various locations to assist with issues including staffing, training, cross training, food cost and ordering issues, and system adherence. Collaborated with existing management to identify areas of operational improvement. Reviewed and interpreted sales reports, leveraging results to create accurate baseline for ordering. Created single inventory taking system designed to reduce human error. Utilized multiple hiring techniques to recruit, interview, select, hire, and onboard 30+ new employees.

Notable Accomplishments

Within 6 months, rose from top 50% in profitability to top 5% in company

Created LEAN procedures that resulted in a 17% reduction in overall expenses

Facilitated achievement of variance requirements for 15+ locations

Streamlined inventory processes creating 33% time savings

Achieved 95% staffing and training levels within 3 months

Other Experience

Personal Trainer Self Employed

Warehouse Production Floor Supervisor Lansdale

Assistant General Manager Skippack

Office Manager JMS Enterprises

EDUCATION

Personal Trainer Certification American College of Sports Medicine

Studied Business Administration Montgomery County Community College

Marie Johnson Page 2

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