Briana Daniel

• Developed a high-performing team by providing ongoing training, coaching, and performance evaluations.
• Managed multiple projects concurrently while maintaining strict adherence to deadlines and quality standards.
• Negotiated beneficial contracts beside the District and General Manager with suppliers/vendors resulting in cost savings without sacrificing quality or reliability.
• Achieved consistent on-time project completion by effectively managing schedules, resources, and budgets.
• Improved service operations efficiency by implementing standardized processes and procedures.

Challenge: Plan and direct the turnaround and return to profitability of a $3M establishment plagued with cost overrides, poor productivity, low staffing, dissatisfied customers, with thousand-dollar annual losses.

Action: Replaced most of the service team with new hires, and restructured service expectations and departmental policies to expedite production flow and increase profits. Also retrained service staff and communicated expectations in an effective manner while holding each individual accountable for their actions.

Results: Achieved most turnaround objectives and returned the operation to profitability with an increase of sales compared to last year within 6 months. Delivered strong and sustainable gains.

• 50% growth of revenue.
• 70% improvement in operating efficiency.
• 85% increase in service quality ratings/Google reviews.

Additionally, introduced stringent standards to achieve Health & Safety compliance and a 100% score on FSE evaluation.

• Handled cash accurately and prepared deposits.
• Collaborated with the General Manager and Director of Operations on marketing initiatives to increase brand awareness and drive sales growth.
• Oversaw inventory management processes to maintain proper stock levels and minimize loss or waste.
• Motivated, trained, and disciplined employees to maximize performance.
• Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
• Analyzed customer feedback data to identify areas of improvement and develop solutions.

Challenge: Raise low levels of customer service in high-turnover industry. Recruit and hire top candidates to ensure excellent service and customer satisfaction to turn around the poor financial performance of a $2M restaurant while maintaining budgets/inventories, controlling costs of goods, and overhead expenses to improve operations, restore it to a position of prominence, and forecast higher return of revenues for the district and company shareholders. Create innovative engaging training programs, policies, and agendas for current and new employees in a post COVID work environment.

Action: Formulated a weekly action plan to tackle and gain control of wasted products and assets with the help and partnership of employees. Conducted an anonymous experiment by creating a survey for employees to fill out in order to gain knowledge of departmental strengths, weaknesses, areas of improvement, and changes people would like to see. Presented and shared results with senior leadership. Identified and capitalized on every opportunity to increase revenues, minimize costs, and upgrade customer relationships and outreach. Led respectfully and professionally by example and exemplified hospitality and customer service through action.

Results: Surpassed most company objectives, achieved target metrics, and helped the operation grow in sales by 50% compared to the previous year resulting in bonuses and incentives received. Onboarded more than 25 new employees to redefine organizational structure and enhance productivity. Saved thousands of dollars, met headcount/position objectives, and ensured attainment of P&L target.

• 50% improvement in customer service
• 4 consecutive years of market-share growth.

• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.

Challenge: Organize specialized tasks and assign projects to various employees to help facilitate higher productivity and collection activity for the company. Responsible for the governance, review, and control of the department’s claim activities including evaluations, adjustments, investigations, processing of medical insurance claims, and all payments. Resolve customer and client complaints promptly and effectively within a limited time frame, while maintaining renowned levels of customer and business satisfaction by retaining clients and gaining new clients.

Action: Facilitated training sessions and power point presentations utilizing company materials while supporting the development and process of training programs to help old and new agents effectively retain and apply new methods to enhance their skills and boost customer satisfaction. Orchestrated total restructuring of the patient services training operation. Launched a management leadership and mentoring program. Created self-directed teams to instill ownership for service levels, payments, scheduling, and department performance.

Results: Increased productivity, engagement, and participation in team meetings. Earned numerous rewards for outstanding performance, mentorship, and paying it forward. Improved communication and a cohesive leadership team was made stronger.

• 20% drop in collection accounts