Victoria D'Amico
Greater Philadelphia Area
Summary
Skilled Operations Manager and Team Leader experienced in delivering agile and lean techniques to focus on delivering value against product vision. Dedicated to a collaborative team approach and facilitating positive outcomes that drive consistent growth. Excellent communication and relationship-building skills. Data driven decision maker who thrives in fast paced, ever changing environments. Wearer of many hats. Challenge seeker.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Manager, Delivery Operations
EatStreet Delivery
Madison, WI
09.2021 - Current
- Serve as the main point of contact for a team of Driver Scheduling & Quality Managers, and their respective delivery driver teams in varying cities across the US, providing support and guidance on navigating everyday operational happenings
- Collect & analyze employee performance and retention based data to optimize service and tenure with all employees serving under the Operations umbrella, working primarily through Tableau and EatStreet proprietary programs and databases
- Create, outline & implement SOPs and KPIs to define, maximize and uphold operational excellence while by extension, improving customer and restaurant relationships
- Strategically plan for scalability and implementation of new verticals relating to operations in all 23 of our delivery cities in additional to our 250+ marketplace cities, inclusive of launching new delivery markets and delivery services outside of third party restaurant-based partnerships
Partnership Manager
EatStreet Delivery
Madison, WI
11.2020 - 09.2021
- Manage ghost kitchen projects & initiatives, inclusive of concept development through launching of new brands
- Establish & maintain B2B & B2C relationships with new, prospective and existing restaurant partners across the country to help create brand identity and operational consistency through data analysis and real time coaching strategies
- Creating additional revenue through implementation of new ghost kitchen brands while minimizing additional overhead for partners across all markets
- Create, outline & implement SOPs and brand based KPIs to define, maximize and uphold operational excellence while by extension, improving customer and restaurant experience
- Partner directly with Senior Manager of New Verticals and SVP of Operations to analyze sales data & customer + partner feedback to optimize brand performance and ensure continued sustainable growth through strategic planning
Driver Scheduling & Quality Manager
EatStreet Delivery
Madison, WI
04.2018 - 11.2020
- Manage five teams of ~75 - 110 employees per individual market inclusive of training & coaching, schedule making, employee engagement, and conflict resolution
- Communicate cross functionally with Sales & Customer Support/Dispatch team members to ensure consistency in service to delivery customers and restaurant partners alike
- Contribute to delivery driver team monthly newsletter reporting on performance expectations, important goals and milestones, and recognizing contributions from core team members to boost morale and keep employees informed in a relatable and meaningful way
Cardiac Safety Tier 1 Customer Service Rep
eResearch Technology
Philadelphia, PA
06.2017 - 04.2018
- Serve as first point of contact for patients and doctors participating in cardiac drug trials internationally in both proactive and emergency situations
- Troubleshoot and assist with cardiac safety devices and the confidential, double blind data stored within them for patients and doctors alike
- Triage complex technical problems and escalate among higher tiered agents and project / program managers as needed
- Review, manage and resolve incoming tickets, phone calls and chat requests
- Create and maintain knowledge base articles for easier, more concise information sharing across a team spanning through several different parts of the world
Shift Lead
Zoomer Delivery
Philadelphia, PA
08.2016 - 02.2017
- Support and guide Dispatchers & Support agents servicing restaurants, customers and delivery drivers across 30+ cities
- Resolve complex logistical problems through data analysis and real time reporting
- Maintain customer and restaurant accounts and profiles
- Real time management of delivery markets, driver scheduling and communication and restaurant customer service
- Manually dispatch delivery orders to drivers across all markets to ensure fast service for restaurant partners and customers alike
- Evaluate and communicate market specific needs cross functionally between department leads to ensure clear oversight of operations at any given time
Education
Associate of Arts - Creative Writing
Rowan College At Burlington County
Pemberton, NJSkills
- Business performance management
- Operations planning & management
- Data-driven decision-making
- Cross-functional team leadership
- Employee engagement
- Compliance
- Training development
- Leadership development
- Issue and conflict resolution
Certification
- Adult Mental Health First Aid (2022)
- Adult Substance Abuse First Aid (2022)
- First Aid (2019)
- CPR (2019)
- BBP & Infection Control (2019, NYC only)
- Body Modification License (2019, NYC only)
Other Experience
Head Cashier, M.O.D. Barnes & Noble Booksellers
June 2015 - August 2016
Business Manager / Licensed Body Modification Artist Eternal Tattoo
December 2009 - June 2015
Timeline
Senior Manager, Delivery Operations
EatStreet Delivery
09.2021 - Current
Partnership Manager
EatStreet Delivery
11.2020 - 09.2021
Driver Scheduling & Quality Manager
EatStreet Delivery
04.2018 - 11.2020
Cardiac Safety Tier 1 Customer Service Rep
eResearch Technology
06.2017 - 04.2018
Shift Lead
Zoomer Delivery
08.2016 - 02.2017
Associate of Arts - Creative Writing
Rowan College At Burlington County
Similar Profiles
Sean ConleySean Conley
Head of Analytics at EatStreetHead of Analytics at EatStreet
Joshua MawutorJoshua Mawutor
Food Delivery Driver at EatstreetFood Delivery Driver at Eatstreet
Jessica ChildsJessica Childs
Account Specialist & Dispatch Agent at Eatstreet Inc.Account Specialist & Dispatch Agent at Eatstreet Inc.