Customer Service Management Specialist

CAREER EXPERIENCE

Quality Management Specialist – Operational Excellence Jul 2021 – Present Steritech Tulsa, OK Steritech is an international leader in food safety, quality assurance, and customer experience management, providing auditing and consulting solutions that mitigate risks, drive operational consistency, and help businesses accelerate growth. As a Quality Management Specialist, I provid audit services to multiple brands in a multi-state region focused on customer service and food safety while traveling 75+%. • Partnered with clients to create individualized customer service training plans

• Leveraged food management background to provide personalized communication with clients • Coached & Trained clients on audit findings and provided actionable steps on corrective action plans • Managed playbook of multiple Brand Standards to increase customer service throughout the region

Assistant General ManagerFeb 2021 – Jun 2021 Hal Smith Restaurant Group, dba Upper Crust Broken Arrow, OK Upper Crust is an uptown pizzeria and wine bar specializing in wood-fired thin crust New York-style pies complimented by a full menu and wine list that is synonymous with quality. I was hired into a new role focused on bridging communication between departments and increasing customer satisfaction. • Created communication process enabling quicker preparation times increasing customer satisfaction • Decreased employee turnover through professional relationship development

• Innovated kitchen processes decreasing daily labor requirements increasing employee satisfaction

General Manager Mar 2019 – Feb 2021 DYNE Hospitality Group, dba Tropical Smoothie Tulsa, OK DYNE Hospitality Group is an Oklahoma based franchisee of Tropical Smoothie, operating several stores throughout the state. As General Manager I was in charge of daily operations, P&L responsibility, schedule management, hiring staff, and creations & implantation of training programs. Travel 50+%.

• Increased same store sales by 27% year over year

• Exceeded OSAT score goals every month

• Decreased employee turnover through professional relationship development

• Established as Training store for franchisee

• Promoted several crew members into management throughout the franchisee

District Trainer/General Manager June 2018-Mar 2019 Juice Outfitters, dba Jamba Juice Tulsa, OK Juice Outfitters is an Oklahoma based franchisee of Jamba Juice, operating various stores within the Tulsa metro area. As General Manager I was tasked with P&L responsibility, customer service management, and daily operations of the busiest branch in the market.

SHANNON NAMAHOE

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918-***-**** *********@*****.***

• Increased same store sales by 18% year over year at main store

• Directed the increase of same store sales across the area by 12% year over year through creations and implementation of training focused on customer service and employee retention

• Increased employee retention across all stores through emphasis on relationship building • Established training protocols increasing compliance with franchise standards

• Elevated & maintained OSAT scores by more than 20 points within 3 months

General Manager Sep 2016 – Mar 2018 Steak ‘n Shake Broken Arrow, OK Steak ‘n Shake is a casual restaurant concept with franchises across the United States, Europe, and the Middle East. As the General Manager, I oversaw the operations of a failing store with the expectation of turn around.

• Implemented Customer Service focused training that led to 80% in customer complaints within first quarter

• Increased same store sales by 60% year over year

• Created hiring, training, and relationship management process that led to decreased turnover and increased manager retention of over 90%

• Promoted multiple General Managers throughout the franchise, including successor

Customer Service Representative Jul 2015 – Sep 2016 Frontier Produce Tulsa, OK

Frontier Produce is an Oklahoma based multi-location wholesale provider of fresh produce and other locally sourced, farm fresh products. As the Customer Service Account Manager, I managed the customer focused process including order processing, billing, and delivery scheduling.

• Increased customer retention by 15% through relationship management

• Increased customer satisfaction by 21% through increased communication & discrepancy management

• Managed inventory control from receiving to customer delivery, decreasing product loss • Managed book of clients with over $2M in annual sales and increased book value by 9%

General Manager – Promoted from Shift Leader Jun 2010 – Jun 2015 Jamba Juice Fullerton, CA

Jamba Juice is a consumer provider of blended fruit and vegetable juices, smoothies and similar products. As the General Manager, I managed the daily operations of the store including P&L responsibility, hiring staff, & implantation of training protocols.

• Increased same store sales by 8% over prior year

• Achieved and maintained customer satisfaction ratings over 90% for 3 consecutive years • Created customer focused training program leading to increased customer satisfaction • Hired, trained, and developed team, incl. shift leaders

• Led team to exceed monthly store goals 33 consecutive months

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