Customer Service Senior Director
Resume:
Esteban Meza Espinosa
Winchester, VA *****
***.***@*******.***
LinkedIn: Esteban Meza
PROFESSIONAL SUMMARY
Dynamic hospitality and business professional with over 20 years of experience managing multi-unit operations, strategic planning, budgeting, and forecasting. Adept at building, mentoring, and leading high- performing teams that drive efficiency, collaboration, and customer satisfaction. Strong expertise in labor and food cost analytics, complemented by over a decade of experience in sales, management, finance, and customer service as a former business owner. Proven ability to transform operations, reduce turnover, and enhance business success through relationship management, strategic leadership, and innovative problem- solving. Passionate about creating positive workplace cultures that empower employees and promote excellence in service delivery. Dedicated to curating exceptional dining experiences through meticulous presentation, diverse menu offerings, and a commitment to culinary innovation. PROFESSIONAL EXPERIENCE
Senior Director of Dining Services
Morrison Living January 2024 – Present
• Oversee dining operations for a senior living community with 420 independent living residents and 80 assisted living and healthcare residents.
• Supervise five salaried managers and a team of 40 employees, fostering a cohesive and collaborative team.
• Reduced turnover rates from 27% to 6% within one semester.
• Manage client relationships with the Executive Director and senior leadership team.
• Collaborate with the Executive Chef to control food costs and implement an aggressive marketing strategy.
• Ensure contract compliance and business success through strategic initiatives.
• Developed a Dining Program and Marketing Calendar, advancing from basic to high-level strategic planning.
• Strengthened interaction and communication with resident committees, including the Dining Committee, Wellness Committee, and Residents' Association President. Key Responsibilities:
Marketing strategy Budget management Business strategy Labor control Food cost management Inventory control Client relationship management Contract oversight Team building & leadership Menu planning Customer service Event planning Quality control & assurance Financial forecasting Retail Manager II
Sodexo, Shenandoah University November 2021 – January 2024
• Managed two units: a full-service à la carte restaurant and a food court with five brands, overseeing a total of 60 employees (full-time and part-time), two senior supervisors, and four shift supervisors.
• Served as Unit Labor Champion, overseeing payroll for 120 hourly employees and coordinating labor with three salaried managers.
Key Responsibilities:
Scheduling & payroll management Marketing initiatives Budgeting & labor control Inventory & purchasing Team building & conflict resolution Employee development Hiring & staff management Customer service & menu planning
Catering Supervisor, Assistant Manager
Restaurant Associates (Compass Group), The World Bank Group October 2019 – 2021
• Coordinated banquet functions and periodic delivery services.
• Scheduled on-call and temporary staff based on business demand.
• Supervised catering staff and managed event setups.
• Trained new team members to ensure seamless operations.
• Responded promptly to client requests and complaints.
• Conducted weekly online staff training on customer service, food handling, and food safety protocols.
Events Supervisor
Walter E. Washington Convention Center, D.C. (MMP Enterprises) October 2016 – 2019
• Supervised front-of-house (FOH) and back-of-house (BOH) staff for large-scale events with over 4,000 attendees.
• Managed high-profile events such as the Presidential Inauguration (2017), Human Rights Awards
(2017-2018), and AIPAC (2016-2019).
Travel Agency Owner & Director
Sissy Tours, Bolivia July 2007 – 2016
• Managed travel packages, hotel reservations, and business delegations (domestic and international).
• Directed all aspects of business operations, including finance, HR, marketing, and contract negotiations.
• Coordinated large international groups of over 100 delegates and provided 24/7 remote assistance to business clients.
• Led on-site delegations across South America.
Digital Marketing Advisor
Shenandoah University, Winchester, VA 2024
Profile Link
Volunteer Conventions Committee Member
Jehovah’s Witnesses, Santa Cruz, Bolivia January 2007 – 2016
• Served on the Director’s Board, organizing large-scale events at stadiums and convention centers.
• Acted as a liaison with local government authorities to ensure compliance with regulations.
• Utilized leadership, communication, conflict resolution, and public speaking skills in Spanish. EDUCATION & CERTIFICATIONS
• Cornell University (Ivy League) Business Management Essentials Certificate 2023
• Cornell University Operations Management Certificate 2023
• Management and Strategy Institute (MSI) Corporate Leadership Certified 2025
• Management and Strategy Institute (MSI) Currently pursuing Six Sigma Certifications Leadership & Management Excellence Certification 2025
• Shenandoah University Currently pursuing Digital Marketing 2025 -2026
• Gabriel Gonzalez Videla Technical School, Santiago, Chile Computer Programming and System analysis 2000
SKILLS
• Customer service excellence
• Team management & leadership
• Budgeting & inventory control
• Labor management & scheduling (Kronos)
• Microsoft Office Suite (Excel - Intermediate)
• Conflict resolution
• Corporate Leadership
REFERENCES
• Mark Sigler – Regional Director of Operations, CCL Compass Group 904-***-****
• Mary Palomo – Director of Talent & Culture, National Lutheran Community Services (304) 690- 5989
• Melissa Shickle – Assistant Director of Dining Services, Morrison Living 540-***-****
• Monica Dean – Operations Manager, Purple Onion Catering Company 703-***-****
• Rachel Harr – Marketing Manager, Aramark 540-***-****
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