Customer Service Project Management
Resume:
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JEAN AUGUSTIN
School Diploma Business Administration, Management & Operations
Palmetto Senior High School - Miami, Florida 1991
Quick Service Restaurant (QSR) Operations & Manufacturing Project Management
A highly resourceful and dynamic executive with 30 years of extensive experience in the QSR industry, specializing in optimizing performance across multiple locations. Expert in leading cross-functional team collaborations, executing strategic initiatives, and driving continuous improvement to achieve superior business results. Proven track record in sales forecasting, operational budgeting, and consistently delivering outstanding performance. Dedicated to advancing the service industry through exceptional training and development programs. Committed to fostering a positive work environment and thriving organizational success through innovative strategies and data-driven insights.
ServSafe Certified
Situational Leadership Certification
Revitalized 39 underperforming outlets within 9 months, boosting sales by 9% and surpassing profit targets by 2.4%.
Achieved a top 2 ranking among 8 regions and generated $2.5M in additional revenue within 1 year, significantly enhancing the company’s market position.
Increased employee coverage from 70% to 92% within 10 months, improving productivity and financial performance.
Strategic Planning
Operations Management
Sales & Revenue Growth
Inventory Management
P&L Management
Budget Management & Cost Control
Workflow Optimization
Change Management
Supply Chain Management
Drive-Thru Operations
Data Analysis & Reporting
Capital Management
Employee Supervision
Team Leadership
Customer Service Excellence
Technical Communication
Programming Languages Knowledge
Computer Operations
Process Improvement & Innovation
Quality Assurance & Standardization
Customer Satisfaction
Staff Recruitment and Retention
Staff Training & Development
Conflict Resolution
Adaptability
Food Safety Compliance
Wendy’s International - Central Florida
Director Of Operations Jan 2018 - Aug 2024
Directed multi-million-dollar retail operations of 40 locations in Orlando and Tampa regions, consistently achieving annual revenue targets and improving market share.
Led and motivated more than 1700 employees, fostering a high-performance culture through training, mentorship, and strategic performance metrics.
Developed and implemented policies that significantly boosted employee retention, reducing turnover by 35% within six months.
Ensured 100% compliance with health and safety standards to maintain a safe and productive work environment.
Monitored key performance indicators (KPIs) to track operational efficiency, identified areas for improvement, and enforced strategies to ensure high service standards.
Managed budgeting and financial forecasting, optimizing resource allocation and controlling costs to maintain profitability and financial health.
Oversaw marketing and promotional initiatives to increase brand visibility and drive customer engagement, increasing foot traffic and sales.
Collaborated with cross-functional teams to streamline communication across departments, significantly enhancing customer service efficiency.
Field Training Manager Apr 2014 - Dec 2017
Conducted comprehensive needs assessments to identify field team training requirements and skill gaps.
Designed and developed training programs, including curriculum creation, training manuals, and interactive sessions.
Delivered on-site training sessions and workshops, providing hands-on instruction and practical demonstrations.
Managed remote training initiatives using virtual platforms, ensuring effective learning for geographically dispersed teams.
Monitored and evaluated training effectiveness through assessments, feedback, and performance metrics; made data-driven adjustments to improve outcomes.
Provided ongoing coaching and support to employees, facilitating the integration of new skills into daily work routines.
Collaborated with management and team leaders to align training objectives with organizational goals and strategies.
Prepared and presented detailed reports on training progress, outcomes, and recommendations for program enhancements.
Stayed updated on industry trends and best practices, incorporating new techniques and technologies into training programs.
Collected and integrated feedback from trainees and field managers to continuously refine and improve training strategies.
Key Skills:
Leadership and team management
Effective communication and presentation
Strong organizational and planning abilities
Adaptability to changing training needs
Proficiency with training technologies and tools
Marlin Thomas
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Clarence Bailey
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Scott Brady
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Kamilah Champion
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Rebecca Colomn
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District Manager
Wendy’s International - South Florida May 2004 - Mar 2014
Efficiently directed the operations of 8+ Wendy’s locations in South Florida for over 10 years, mentoring 30+ General Managers and driving a culture of high-performance
Delivered annual profit margins between $15M and $25M in the Miami/West Palm Beach area by leveraging financial expertise and deep market knowledge
Established effective hiring and coaching programs, achieving a remarkable 90% retention rate for employees
Restaurant Training Manager/General Manager/Assistant Manager
Wendy’s International - Miami, FL Apr 1994 - Apr 2004
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