Client Experience & Water Stewardship Operations Leader

PHALAIR CARTER

CLIENT EXPERIENCE VENDOR PARTNERSHIPS RESTAURANT & RETAIL OPERATIONS

Chicago, IL 773-***-**** ********@*****.***

PROFESSIONAL SUMMARY

Relationship-driven operations and client experience leader with 15+ years of progressive experience across restaurant ownership, luxury retail, hospitality, customer experience, business development, and event support. Proven ability to build trusted partnerships, onboard and develop teams, coordinate multiple priorities, analyze KPIs, resolve operational issues, and deliver high-touch service. Chicago-based entrepreneur with direct knowledge of local food-service operations, third-party delivery platforms, vendor sourcing, compliance, inventory, promotions, and community-centered brand growth.

CORE COMPETENCIES

Client & Partner Relationship Management • Vendor Recruitment & Onboarding • Restaurant Operations • Business Development • Special Events & Activations • Contract & Compliance Coordination • Customer Experience • Account Growth • KPI & Performance Analysis • Operational Troubleshooting • Team Leadership & Training • Inventory & Cost Control • Local Marketing • Microsoft Excel, Word & Office Suite • CRM Systems

PROFESSIONAL EXPERIENCE

222 Holdings Unlimited Corp. (DBA Cauli Kitchen) Restaurant Operations Manager & Co-Founder

Dec 2024–Present

Co-founded and manage day-to-day operations for a Chicago food-service business, serving as a primary liaison among customers, vendors, delivery platforms, service partners, and internal leadership.

Source, evaluate, onboard, and maintain relationships with food, packaging, equipment, technology, and delivery partners; coordinate setup requirements, documentation, ordering, and issue resolution.

Oversee scheduling, inventory, purchasing, food-quality standards, customer escalations, workflow, and service execution in a fast-paced restaurant environment.

Plan and execute catering orders, promotions, pop-ups, community outreach, and customer-engagement initiatives while coordinating timelines and operational readiness.

Monitor sales, order trends, customer feedback, costs, and vendor performance to identify opportunities to improve offerings, service, and profitability.

Develop operating procedures and train team members to support consistent quality, safety, customer service, and efficient execution.

Canada Goose Assistant Experience Manager

Apr 2024–Apr 2025

Drove sales and margin goals through strategic initiatives and exceptional customer experiences in a high-touch luxury retail environment.

Led talent strategy, recruiting, onboarding, coaching, and development for a high-performing, customer-focused team.

Maintained operational excellence in inventory and shrink management while adopting new technology and selling techniques to strengthen engagement.

Supported community-centered outreach and shared customer and market feedback to help guide local opportunities and brand performance and event activations.

Zegna General Manager

Jan 2022–Jan 2023

Managed sales performance, customer experience, staffing, and daily operations; coached the team to meet sales, transaction, productivity, and service objectives.

Analyzed KPIs, established aligned individual goals, and identified local marketing and event opportunities to drive business growth.

Etro Milano Store Manager

May 2020–Oct 2022

Led store operations and a client-focused sales team, including coaching, performance management, merchandising execution, inventory, and productivity.

Used business results and customer insights to adjust priorities, improve performance, and support local marketing and events.

Independence Store Director

Apr 2019–Jul 2019

Increased sales by 500% within one month by implementing focused sales goals, promotional strategies, and staff-development initiatives.

Directed store execution, profitability, and loss-prevention procedures while maintaining a strong customer experience.

Ralph Lauren Senior Sales Professional

Mar 2015–Apr 2019

Delivered high-touch client service, produced division-leading KPIs, trained staff, and supported inventory, special events, and projects.

Ralph Lauren Operations & Cash Office Manager

Jul 2010–Mar 2015

Managed opening and closing, POS and cash-office operations, bank reconciliation, customer paperwork, promotional communications, and discrepancy escalation to senior leadership and asset protection.

EDUCATION

National Louis University — Bachelor’s-level studies, Marketing & Business Management June 2004

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