ANGELA WALLER

3rd Party Development

• Partnership Management: Cultivate and maintain positive relationships with third-party delivery partners
• Negotiate and review contracts, terms, and conditions with delivery platforms
• Regularly assess and evaluate the performance of third-party partners.
• Operations Optimization: Collaborate with cross-functional teams to streamline and enhance third-party delivery operations
• Implement and enforce quality standards for order fulfillment and delivery
• Monitor and address any operational challenges or issues.
• Data Analysis: Analyze data and metrics related to third-party partnerships to identify trends and opportunities
• Develop actionable insights to drive business decisions and improve performance.
• Market Expansion: Identify and evaluate potential new third-party partnerships to expand market reach
• Conduct market research to stay informed about industry trends and competitors.
• Compliance and Quality Assurance: Ensure compliance with food safety regulations and quality standards in third-party delivery processes
• Implement and monitor quality assurance programs to maintain brand standards.
• Budget Management: Work with finance teams to develop and manage budgets related to third-party operations
• Track and report on financial performance, identifying areas for cost savings and efficiency improvements

Marketing

• Strategic Marketing Planning: Develop and executed comprehensive marketing strategies to promote the multi-unit restaurant group's brand across various channels.
• Collaborate with senior management to align marketing efforts with overall business objectives.
• Brand Management: Ensure consistent brand messaging and visual identity across all locations.
• Develop and maintain brand guidelines to be implemented by individual units.
• Digital Marketing: Oversaw digital marketing initiatives, including social media campaigns, email marketing, and online advertising.
• Monitor and analyze digital metrics to assess campaign effectiveness and identify areas for improvement.
• Local Store Marketing: Created and implemented localized marketing plans for individual restaurant locations to drive traffic and sales.
• Collaborate with store managers to tailor marketing efforts to specific community demographics.
• Promotions and Events: Planned and executed promotional campaigns and events to boost customer engagement and loyalty.
• Coordinate with each restaurant unit to ensure seamless execution of promotions at the local level.
• Collaboration with Agencies and Vendors: Manage relationships with marketing agencies, printers, and other vendors to ensure cost-effective and high-quality marketing materials.
• Negotiate contracts and agreements to optimize resources.
• Market Research: Stayed abreast of industry trends and conducted market research to identify opportunities and challenges.
• Provide insights and recommendations based on market analysis.
• Analytics and Reporting: Utilize analytics tools to measure the performance of marketing campaigns and reported findings to senior management.
• Implement data-driven decisions to enhance future marketing initiatives.
• Budget Management: Develop and manage marketing budgets for each restaurant unit.
• Track expenses and ensured adherence to allocated budgets.
• Cross-Functional Collaboration: Collaborate with other departments, including operations and finance, to ensure marketing efforts aligned with overall business goals.
• Work closely with store managers and regional teams to gather insights and feedback for continuous improvement.
• Training and Support: Provide training and support to restaurant staff on marketing initiatives, ensuring consistent messaging and customer interactions.
• Crisis Management: Develop crisis communication plans and strategies to address any negative publicity or challenges that may arise.

• Off Premise| Digital
• Build strong internal partnerships to test, learn, and launch healthy growth opportunities
• Partner closely with Operational Design and Implementation, Operations, Brand Marketing and other key stakeholder and provide brand support for delivery
• Serve as a representative of Zaxby’s for all national delivery accounts - Doordash, Grubhub, Uber Eats, Waitr, Postmates
• Facilitate winning decisions with data, facts, and thoughtful analysis, biased to customer benefits but understanding of operator perspective
• Support the technology roadmap based on identification of the healthiest growth opportunities
• Support the direction of how delivery fulfillment options are displayed in ordering channels, both owned and non-owned
• Contribute an “operations perspective” to cross-functional delivery decisions
• Serve as an internal expert and Franchisee resource for digital sales channels and platforms troubleshooting and supporting digital ordering issues that arise.
• Support menu, pricing and promotional initiatives to build delivery and online sales channel
• Manage day-to-day support for off premise operations in support of restaurants and franchisees
• Olo Management including, but not limited to – Rails Management, Olo Expo, Menu Integration, User Management
• Operations Consultant
• Determine the scope of operational improvement initiatives via consultation and evaluation.
• Recommend cost-effective solutions to operational challenges
• Restructure departments and defining employee roles
• Facilitate training initiatives and promoting best practices
• Oversee the implementation of operational improvement strategies
• Perform cost calculations and coordinating budgets
• Document processes, monitoring progress, and preparing status reports
• Integrate new technologies and promoting adherence to industry standards
• Enhance operations by reviewing key metrics with licensees, managers and staff, suggesting solutions to arising issues and follow up with progress on identified issues
• Strategize and implement methods with licensees and managers for maintaining and improving store performance, streamlining processes, controlling costs and modernizing operations
• Maintain food and safety standards with current, accurate and fully compliant training and development tools
• Implement store development by performing food safety and restaurant evaluation inspections, working closely with licensees and managers to correct inconsistencies

• Manage 400 temporary associates and 2 on-site managers
• Compose weekly schedules for employees; Change headcount and schedules based on business trends and staffing needs
• Daily use of NOVAtime and CRM systems
• Serve as a client representative to other departments, collaborating with technical support and product development
• Provide full customer service and support to resolve any escalated issues that are not fixed by on-site managing team
• Prepare statistical charts on product performance and utilize reports in marketing material
• Develop in-depth understanding of company products, industry trends and competition
• Travel to industry conferences, and meetings serving as company representative at client events
• Review payroll through NOVAtime audit reports and make necessary adjustments
• Develop ways to retain all employees through motivation and encouragement
• Manage employee pool by hiring, performing orientations and on the job training, retaining or terminating of same, evaluate performance and counsel employees to improve performance
• Develop relationships with clients and provided individualized customer service to maintain longevity of accounts
• Connect with current customers to assess satisfaction, determine needs and offer new services
• Streamline operational efficiencies by developing customer service protocols and standards
• Standardize relationship-building expectations by training employees in business lead generation
• Ensure client satisfaction ratings by actively listening and resolving customers comments and concerns
• Deescalate customer issues and concerns with prompt follow-thru
• Achieve client loyalty through quality, productivity, service and proactive management
• Optimize revenue levels by developing engaging promotional programs

• Conduct training for 32 schools
• Conduct food and physical safety audits
• Conduct district wide safety meetings to equip food service workers with knowledge and skills to serve the consumer efficiently and safely
• Maintain curriculum for weekly physical safety and food safety instructional talks
• Maintain training records and curriculum participation
• Liaison to the health department for all War Acres, Bethany and Oklahoma City schools
• Workman's Compensation liaison
• Maintain 100% compliance of state and city licensing
• Maintain 100% compliance of Serv Safe certification
• Perform all new hire orientations for the Putnam City, Piedmont and Bethany Schools
• Proactively identify and solve complex problems impacting operations management and business direction
• Prepare agendas and notes and sent out automatic notifications for upcoming meetings
• Resolve conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
• Deliver an exceptional level of service to each customer by listening to concerns and answering questions

• Train and develop departmental employees on software systems, platforms, health and safety regulations, protocols, inventory tracking system and database manager operations
• Create new hire schedules, administrated evaluations, testing and recorded employee performance
• Maintain updated curriculum database and training records
• Submit monthly reports and feedback on employee's performance for meritorious increases
• Map out training plans, design and develop training programs for corporate, HR training and more
• Market available training opportunities to employees and provide necessary information
• Conduct organization wide needs assessment and identify skills or knowledge gaps that need to be addressed
• Hand-selected qualified instructors aimed at providing diversified learning environments
• Support on-boarding of new employees by hosting orientation sessions
• Communicate key information from trainers to participants and vice versa
• Lead strategic planning and execution of user assistance documentation, product training and self-support for knowledge solutions, including curriculum development, materials and presentations
• Implement inventory training and labor curriculum for management and support personnel
• Develop and integrate scratch-built training program and curriculum schedule for internal management and support representatives
• Collect information about course success and participant satisfaction
• Enroll employees in off-site training opportunities by registering staff in training courses
• Deliver comprehensive training to departmental employees on software systems, platforms, health and safety regulations, courier protocols, cost budgeting and database manager operations
• Research and incorporate new training methods, tools and resources to offer updated, quality training content