Customer Service Food Manager

Fabiola Brace, MBA

Canton, Michigan

734-***-**** ******@****.***

www.linkedin.com/in/fabiola-brace-mba

ACCOUNT MANAGER

Visionary Business Partner – Identifying new strategies and processes to enhance financial performance, increase revenue and improve employee retention and productivity.

Relationship Manager – Establishing relationships with customers to facilitate mutually beneficial business transactions. Delivering an exceptional customer experience with a “treat them like family” approach.

Solution-Oriented Communicator – Listening to customers to develop solutions that achieve their goals. Earning the trust of stakeholders at all organizational levels to move plans forward. Identifying new opportunities for growth and utilizing the right resources to implement new initiatives.

Motivational Team Leader – Assembling engaged and committed teams focused on providing exceptional customer service. Improving retention with consistent training and buy-in to the company mission.

Expertise

Strategic Planning Operations Productivity Customer Relationship Management P&L

Management Financial Analysis Budget Management Reporting Cost Analysis Process

Development Process Improvement Compliance Recruiting Hiring Training Customer

Experience Customer Satisfaction

Professional Experience

Italian American Banquet and

Conference center of Livonia, Livonia, Michigan, 2010–Present

General Manager (2011–Present)

Banquet Manager (2010–2011)

Leadership P&L Management Financial Management High Level Presentations Customer

Relationship Management Operations Budget Management Performance Management Sales

Marketing Logistics Financial Controls Customer Experience Payroll Benefits Human Resources

Hired to manage banquet center. Promoted within one year to manage entire facility. Mandate included improving operations, revenues and productivity. Oversee planning and execution of 150+ events a year and leading sales, marketing, logistics, quality, staffing and facilities management. Budget: $2.5 million Team: 50

Results:

Boosted organization’s net income 25% with multi-pronged strategy spanning branding, sales, marketing, facility management, operations and customer experience.

Spurred company from $1.5 million in annual sales to $2.5 million in seven years.

Revamped branding creating consistent, recognized brand across website, signage, menus and brochures increasing local reputation and recognition among targeted customer base.

Managed $1.7 million facility remodel in 2020 from conception to completion.

Proposed and won board’s buy-in to build new outside ceremony area and additional interior rooms; new space increased facilities event capacity with booked events increasing 50% from prior year.

Hired Sales Coordinator and Marketing Coordinator and hired new Chef.

Improved tracking of customer satisfaction KPIs and worked with team to improve customer service; facility voted by customers as “preferred choice” on two leading industry websites.

Acquired 135 five-star reviews from customers over five years.

Transformed passive workforce into performance-oriented team focused on delivering exceptional customer service; implemented innovative performance improvement processes.

Created strategy to improve recruiting focusing on social networks of current team members and customers.

Led a team through the pandemic and created an even stronger, agile organization.

Little Italy, Northville, Michigan, 1998–2010

General Manager (2000–2010)

Dining Room Manager/Training Manager (1998–2000)

Leadership Operations Relationship Management Recruiting Hiring Budget Development

Forecasts Regulatory Compliance Financial Controls SOPs Customer Relationship Management

Hired to oversee dining room and implement training program. Promoted quickly to GM after restaurant added bar and market. First person to hold position.

5

Results:

Architected business plan to propel restaurant to greater market share based on analysis of current demand, competitive research, financials, marketing and sales.

Exceeded revenue target by increasing revenue to $1.6 million within one year due to process improvements, strategic hiring and implementing focused training and mentoring program.

Delivered year-over-year growth achieving $1.9 million in sales.

Monitored costs of supplies and labor to achieve and maintain profitability; reduced staff 13% in 2009 to minimize losses.

Reduced waste; refined menu; improved food and beverage selection and preparation.

Negotiated contracts with third-party vendors and developed preferred supplier lists.

Developed new and improved existing processes; implemented system improvements to enhance customer service, safety, product quality and productivity.

Fostered strong relationships with community leaders.

Orchestrated PR strategy to enhance restaurant’s reputation as upscale dining establishment and broaden customer base.

Recognized by Detroit Free Press as “highly successful restaurant manager” in feature article.

Sourced and selected new event management system that improved planning and customer experience automating several processes.

Education

DeVry University – Keller Graduate School of Management

Master of Business Administration & Graduate Certificate in Health Services Management

Tirana University, Bachelor of Science, Physics

Certifications

TAM First Aid and Safety Certified Food Manager (CFM)

Software

MS Word MS Excel Caterease Micrografx Designer All Seated

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