General Manager Customer Service

Jack Foster

**** * ******** **** #**** 787-***-****/787-***-****

Westminster, CO 80003 ************@*****.***

Professional Experience

Wendys Corp.

Assistant General Manager January 2022-Present

Supervisor: Holly Kent Store #1250-Arvada, CO

Supervisor: Sabina Richardson Store #565-Denver, CO

• Operational Management: Oversee daily restaurant operations, ensuring efficiency, profitability, and adherence to company policies and standards.

• Policy Adherence: Interpret and implement food safety regulations, health guidelines, and corporate policies to ensure compliance.

• Team Leadership: Direct and supervise teams of 40–60 employees per restaurant, fostering a collaborative, high-performance work culture.

• Financial Oversight: Manage food and labor costs, budget inventory purchases, and implement cost-saving initiatives to maintain profitability.

• Customer Experience: Uphold brand standards by delivering exceptional customer service, promptly addressing concerns, and enhancing overall guest satisfaction.

• Employee Development: Interview, hire, train, and mentor crew members, providing leadership and coaching to drive skill development and career growth.

• Scheduling & Workforce Management: Design weekly employee schedules to optimize staff efficiency while balancing labor costs.

• Sales & Performance Growth: Strategically lead initiatives that contribute to an annual sales average of $2.5M–$3.5M per restaurant.

• Strategic Execution: Collaborate with the General Manager on sales strategies, revenue optimization, and long-term business planning.

• Safety & Compliance: Maintain a safe working environment by enforcing industry’s best practices and conducting routine inspections.

• Equipment & Technology Use: Operate key restaurant equipment, including machinery, oven, grills, POS systems and inventory management tools, to streamline operations.

• Brand Representation: Embody Wendy’s core values by maintaining a clean, professional, and inviting restaurant atmosphere for customers and employees alike. Department of Homeland Security Region II

Federal Emergency Management Agency (FEMA) 11/2017-3/2025 Public Assistance: Emergency Management Specialist Program Delivery Manager Bowling Green, KY

Joint Regional Office FEMA-DR-4702-KY 06/2023-11/2023 Supervisor: Keith Beisler 347-***-****

• Public Assistance Process Management: Oversee the entire Public Assistance model, from initial Exploratory Call through the Transition Meeting, ensuring compliance with the Stafford Act and FEMA policies.

• Interagency Coordination: Develop and maintain productive working relationships with the Consolidated Resources Center (CRC), 406 Hazard Mitigation, Environmental & Historic Preservation teams, and Site Inspectors.

• Stakeholder Engagement: Establish partnerships with Local, State, Tribal, and eligible Non- Profit organizations to ensure equal access to disaster recovery services and funding.

• Emergency Management Planning: Design and implement disaster recovery plans for grant management administration, ensuring a timely return to pre-disaster conditions while maintaining legal and policy compliance.

• Project Development & Implementation: Manage damage assessment and reconstruction projects ranging from $3,500 to $1M.

• Data & Process Optimization: Complete daily reports, track project progress in the Grants Manager system, and improve efficiency through quality process enhancements.

• Grant Administration: Secure, manage, and monitor Applicant agreements to ensure disaster-related damages are accurately reported and processed.

• Compliance & Performance Management: Guide applicants through recovery briefings, damage assessments, scope of work development, and site inspections, consistently meeting or exceeding FEMA performance standards.

Program Delivery Manager

PR COVID-19 Vaccination Task Force Team & Training Specialist Guaynabo, PR Joint Regional Office FEMA-DR-4493-PR 05/2021-11/2021 Supervisor: Charlene Portell 202-***-****

• Special Mission Assignment: Led efforts for the Puerto Rico COVID-19 Vaccination Task Force, repositioning Puerto Rico from 25th to 9th nationwide in vaccinations per 100,000 population.

• Data Integrity & Process Improvement: Assisted in closing reporting gaps between Tiberius and the Puerto Rico Electronic Immunization System (PREIS), reducing data backlog.

• Training & Workforce Development: Mentored and coached teams, providing programmatic resources for the implementation of VAMS across 400+ vaccination sites in 78 municipalities.

• Interagency Collaboration: Partnered with the Puerto Rico Department of Health (PRDOH), CDC, and Cardinal Health Federal Pharmacy Program to streamline vaccine distribution.

• Technical & Operational Support: Delivered detailed VAMS training via PowerPoint presentations, ensuring proper reporting and real-time demographic data accuracy.

• Public Outreach & Relations: Managed engagement initiatives with health providers, scheduled meetings, workshops, and conferences, and maintained organized communication records.

• Courier Mission & Logistics: Coordinated transportation logistics for 243,264 vaccine administrations, ensuring timely delivery and accurate recordkeeping.

• Fleet & Safety Compliance: Safely operated FEMA federal vehicles in compliance with DOT and the agency safety regulations, efficiently managing daily pick-up and delivery routes.

• Customer Service & Communication: Managed high-volume interactions, completing 40– 60 calls daily with English and Spanish-speaking health providers via phone and email. Public Assistance: Emergency Management Specialist Program Delivery Manager – Site Inspector Specialist Ponce, PR Joint Regional Office FEMA-DR-4473-PR 01/2021-05/2021 Supervisor: Ramon Tiru Ruiz 202-***-****

• Comprehensive Earthquake Damage Assessment: Conducted 200+ specialized site inspections (Categories C-G), evaluating infrastructure, including roads, bridges, recreational facilities, government buildings, schools, hospitals, universities, and churches in partnership with Puerto Rico’s Department of Education and Housing Administration.

• Program Delivery & Compliance: Maintained a consistent Program Delivery Plan, ensuring eligibility recommendations and document validation aligned with FEMA policies and standards.

• Operational Coordination & Reporting: Managed daily reports, providing leadership with real-time workload progress and data-driven insights for decision-making.

• Interagency Collaboration: Facilitated logistics for inspections, coordinating efforts with Environmental and Historic Preservation (EHP), Mitigation teams, and governmental counterparts to streamline site assessments.

• Stakeholder Engagement: Led structured applicant interactions, ensuring organized, clear communication of the site inspection process to enhance understanding and compliance.

• Technical Advisory & Innovation: Delivered client-centered technical services, driving program delivery improvements and addressing emerging disaster recovery challenges.

• Hazard Identification & Risk Assessment: Identified potential hazardous earthquake structural damage, mitigating risks to affected communities.

• Data Documentation & Analysis: Captured high-quality assessment data, developing Damage Description and Dimensions (DDD) and Scope of Work entries using the Grants Manager Program—integrating photographs, site sketches, technical details, GIS mapping, and GPS logistics for precise reporting.

Public Assistance: Emergency Management Specialist Site Inspector Specialist Caguas, PR

Joint Regional Office FEMA-DR-4339-PR, DR-4336-PR 04/2019-01/2021 Supervisor: Victor Sierra 202-***-****

• Extensive Damage Assessment & Recovery Efforts: Conducted over 800 site inspections for public-owned damaged facilities (Categories A-G, Z), including debris removal, emergency protective measures, schools, roads, bridges, parks, recreational spaces, vehicles, and government assets across 78 municipalities.

• Interagency Coordination & Compliance: Collaborated with Environmental and Historic Preservation (EHP), Mitigation teams, and governmental counterparts to streamline site inspections and ensure compliance with federal disaster recovery policies.

• Stakeholder Education & Process Guidance: Provided detailed instruction to applicants on their roles, site inspection protocols, and project development processes from initial assessment through funding disbursement.

• Comprehensive Damage Documentation: Captured high-quality data for Damage Description and Dimensions (DDD) and Scope of Work (SOW) through Grants Manager Program, integrating site sketches, measurements, technical specifications, and location mapping.

• Technical Report Development: Generated facility descriptions with exact damage dimensions, material specifications, and structural capacity assessments to support project funding and restoration efforts.

• Strategic Engagement & Collaboration: Led coordination efforts for site inspections, facilitating meetings with EHP and Mitigation teams to align objectives and optimize recovery strategies.

• Cost Analysis & Grant Development: Developed detailed damage estimates, scopes of work, and cost assessments for FEMA Project Worksheets (PWs), ensuring accurate financial documentation for disaster relief initiatives.

• Regulatory Compliance & Documentation: Maintained up-to-date reports, required forms, and tracking documents, ensuring adherence to program guidelines and timely submission of critical disaster recovery records.

Emergency Management Specialist

Project Specialist Public Assistance Caguas, PR

Joint Regional Office FEMA-DR-4339-PR, DR-4336-PR 11/2017-04/2019 Supervisor: Manuel R Sosa (Deceased) 202-***-****

• Public Assistance Process Management: Oversaw the full Public Assistance model lifecycle, from initial Exploratory Calls to Transition Meetings, ensuring seamless compliance with the Stafford Act and FEMA policy frameworks.

• Grant Funding Excellence: Successfully coordinated over 120 project works, resulting in the disbursement of $244M (Cat A-B), $201M (Cat C-G), and $13.3M (Cat Z) federal disaster funds, advancing recovery priorities for affected communities.

• Technical Supervision and QA: Directed technical and administrative supervision for staff, ensuring quality assurance, compliance, and adherence to FEMA Public Assistance policies and regulations across all grant programs.

• Applicant Support: Led site inspections and eligibility assessments, developed damage inventories, grouped project categories, and provided technical assistance to applicants under FEMA's 406 and 428 programs.

• Project Leadership: Created, implemented, and adapted interrelated project work plans while ensuring strategic prioritization and seamless coordination among stakeholders.

• Stakeholder Communication: Conducted Exploratory Calls, Recovery Scope Meetings, and collaborative sessions with municipalities, fostering productive relationships for grant formulation and approval.

• Grant Review and Reporting: Delivered comprehensive quality reviews, RFIs, and determination memos, ensuring precise documentation and compliance throughout the project lifecycle.

• Hazard Mitigation: Developed 406 Hazard Mitigation proposals in collaboration with applicants to enhance disaster resilience and long-term recovery outcomes. Faccio Pizza Inc.

General Manager/Head Chef Guaynabo, PR

Esmeralda Ave. Branch 06/2003-11/2017

Supervisor: Ángel Faccio 787-***-****

• Operational Leadership: Directed all aspects of daily restaurant operations, supervising and developing a team of 40+ employees to deliver exceptional service and operational excellence.

• Policy & Procedure Implementation: Designed and enforced standard operating procedures to optimize productivity, quality, and overall efficiency.

• Talent Development: Spearheaded employee lifecycle strategies, including recruitment, training, mentorship, and performance management, ensuring a cohesive and motivated team.

• Industry Innovation: Leveraged emerging gastronomy trends by attending educational workshops to maintain competitive edge and professional growth.

• Strategic Business Planning: Crafted comprehensive business plans addressing market analysis, competitive positioning, sales forecasting, and budget optimization.

• Financial Stewardship: Oversaw financial operations, including budgeting, pricing strategy, expense control, and accurate bank account management.

• Marketing & Customer Engagement: Developed innovative marketing plans, advertising strategies, and customer loyalty initiatives to drive customer acquisition and retention.

• Budget Analysis: Conducted in-depth budget reviews to optimize inventory pricing, minimize costs, and adjust purchasing strategies, enhancing overall profitability.

• Exceptional Dining Experience: Ensured outstanding guest satisfaction through meticulous attention to food presentation, taste, service standards, and ambiance.

• Team Cohesion: Fostered collaboration among employees, creating a supportive and communicative work environment.

• Regulatory Compliance: Maintained adherence to local health and safety regulations, food handling standards, and workplace hazard prevention guidelines.

• Technology Integration: Explored new customer engagement methods via technology and social media platforms to enhance brand visibility.

• Comprehensive Operational Oversight: Managed logistics, supply chain coordination, scheduling, and marketing to ensure seamless restaurant functionality. Pizza and Beer Inc.

General Manager / Head Chef Hato Rey, PR

Roosevelt Ave. Branch 03/2006-11/2006

Supervisor: Alberto Faccio (Deceased) 787-***-****

• Leadership in Operations: Directed restaurant operations, managing a team of 20+ employees to uphold high standards of quality and service.

• Strategic Decision-Making: Drove decision-making processes, scheduling, and planning while maintaining compliance with company policies and operational standards.

• Financial Management: Ensured timely and accurate completion of financial tasks, including invoicing, reporting, and payroll processing.

• Health & Safety Enforcement: Upheld sanitary practices and compliance with local food safety regulations to create a secure dining environment.

• Quality Assurance: Maintained consistent excellence in food preparation and service through rigorous quality control measures.

• Inventory & Procurement: Managed inventory levels and streamlined supply chain operations to maintain stock availability and reduce waste.

• Workplace Security: Established comprehensive safety protocols to protect employees, guests, and company assets.

• Incident Management: Promptly handled accident reports and ensured a safe working environment for all staff members.

Jomana Maintenance & Construction Contractors Inc. Project Manager Guaynabo, PR

Construction Contractor 09/2006-04/2007

Supervisor: Jorge Machicote 939-***-****

• Budget Strategy & Optimization: Crafted and submitted comprehensive budgets aligned with project scopes, ensuring efficient allocation of resources and adherence to financial objectives.

• Strategic Collaboration: Partnered with engineers, architects, and stakeholders to define project specifications, driving alignment and clarity across all phases.

• Vendor Negotiations: Secured profitable agreements through meticulous contract negotiations with external vendors, optimizing cost efficiency and project deliverables.

• Regulatory Compliance: Navigated permitting processes and obtained necessary licenses from governing authorities, ensuring seamless project execution.

• Resource Planning: Identified resource requirements, balancing project needs with budgetary constraints for on-time and within budget completion.

• Scheduling Expertise: Orchestrated construction schedules and intermediate phases to meet critical deadlines, maintaining momentum and accountability.

• Inventory Oversight: Managed procurement of equipment and materials while closely monitoring inventory levels to prevent project disruptions.

• Leadership & Supervision: Recruited and assigned responsibilities to contractors and staff, fostering a motivated and efficient workforce.

• Operational Excellence: Directed daily operations, offering guidance to laborers and contractors to maintain progress and uphold quality standards.

• Performance Monitoring: Conducted site inspections to evaluate progress, resolve emerging challenges, and maintain adherence to health and safety standards.

• Crisis Management: Addressed unforeseen delays caused by adverse weather, emergencies, or other obstacles, ensuring project resilience.

• Administrative Proficiency: Oversaw construction materials, supplies, tools, and equipment to support seamless execution of operations.

• Landmark Projects: Successfully managed remodeling initiatives for prominent sites, including La Concha Hotel, Robinson School, and San Pablo Medical Center, achieving outstanding quality and client satisfaction.

Education

Master’s Degree Business Administration - Global Management University of Phoenix Guaynabo, Puerto Rico

GPA: 3.50 Graduated: 08/2012

• Relevant Coursework: Organizational Leadership, Quantitative Reasoning for Business, International Economics, Business Research & Statistics, International Operations Management, Corporate Finance, Marketing, Strategic Planning & Implementation. Bachelor of Business Administration in Management

Universidad de Puerto Rico Carolina, PR

GPA: 3.22 Graduated: 12/2009

• Relevant Coursework: Production Management, Strategic Management, Statistics I & II, Macro & Microeconomics, Basic Accounting, Intermediate & Managerial Accounting, Business Law.

Minor Degree in Hotel/Restaurant Management & International Cuisine Universidad de Puerto Rico Carolina, PR

GPA: 3.16 Graduated: 08/2007

• Relevant Coursework: International Italian Cuisine Chef, Hotel & Restaurant Management, Food & Beverage Management.

• Business Studies: Conducted fieldwork across 20+ international countries, developing cross- cultural expertise.

S.B.A. Certification

Small Business & Technology Development Center Hato Rey, PR

• Courses: New Entrepreneur Development, Business Plan Formation, Business Strategies. Federal Certifications

• Emergency Management Institute (EMI) Certifications (2017–2023): Project Specialist, Public Assistance Site Inspection, Debris Technical Specialist, Elements of Supervision, FEMA EEO Supervisor Course, Cost Analysis, Grants Manager Basics.

• Virtual Telework Federal Certification

• HIPAA Certification

• SERV Safe Certification (2022)

Skills

• Program & Project Management: Expert in implementing computerized techniques for resource and information management, producing detailed financial and project reports.

• Infrastructure Development: Skilled in Road Construction, Road Safety, and Traffic Efficiency project evaluations.

• Agility in Dynamic Environments: Proven ability to adapt to organizational changes and manage priorities under tight deadlines.

• Customer Relationship Management: Focused on fostering positive rapport and delivering quality service.

• Leadership & Team Building: Effective administrator of multi-disciplinary teams with a strong emphasis on collaboration and leadership.

• Communication: Advanced verbal and written proficiency in English and Spanish; adept at influencing stakeholders at all levels.

• Analytical Thinking: High conceptual aptitude for problem-solving and process improvement, supported by initiative and flexibility.

• Technical Proficiency: Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), FEMA Grants Manager, Google Earth Pro, GPS mapping tools, VAMS, POS Aldelo, PR Flood Advisory Elevation Maps.

• Event Planning & Gastronomy: Extensive knowledge of international cuisine and event logistics, paired with hands-on experience.

• Global Expertise: Conducted business studies in 20+ countries abroad, specializing in international tourism, travel planning, scheduling, logistics, and foreign currency management.

Language Proficiency

• English: Advanced (Spoken, Written, Read)

• Spanish: Advanced (Spoken, Written, Read)

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