Denise Snow

Franchise Business Consultant, FASTSIGNS, Dallas, TX

Manager of Training and Development, Starbucks Coffee Company, Dallas, TX

District Manager, Starbucks Coffee Company, Dallas, TX

Fulfills a critical role identifying and securing opportunities to improve efficiency and productivity across all areas of operations, providing direct support to the Chief Human Resources Officer and the People Learning & Development department

• Leveraged cross-functional teams to execute directives and achieve department goals
• Strengthened efficiencies through process improvement, removing redundant efforts and
• Introduced automation to eliminate manual workflows, increasing accuracy by 20%
• Developed and executed a restructuring project that applied skills-based redeployment of the workforce across five departments. Improved job satisfaction of impacted teams by 35%
• Delivered a company-wide project to re-engineer the policy governance process and eliminate outdated and conflicting policies

Transitioned to a role focused on improving the overall quality of the distributor experience. Led a company-wide project to create customized solutions to improve processes, people, systems and culture.

• Successfully improved distributor engagement from 45% of distributors rating as 'highly engaged' to 72% in six months
• Pioneered the launch of the Customer Experience department and created an improvement plan leveraging insights gained from the Voice of the Customer, Voice of the Employee, market research, and key performance indicators
• Created the Serving the IB Way philosophy, and engaged with C-level executives to build a strategic roadmap for company-wide adoption
• Partnered with HR Business Partner and Director of Operations to implement department restructures and a talent share program
• Developed onboarding and new hire training programs to meet new standards.
• Conducted change management training and design thinking sessions

Supervised a team of ten franchise business consultants working with franchise owners to achieve and maintain corporate standards of operational excellence

• Identified and resolved sources of inefficiency within operations and deployed a sales-focused support model
• Established a commercial sales team
• Strengthened the capabilities of the franchise business consultants through training and role changes, increasing accountability
• Partnered with colleagues in Sales and Marketing to streamline processes and provide Franchisees an easy to execute commercial sales programs
• Served as the architect of a program improvement plan for the Call Center and Customer Support teams. Improved conversion rates by 17% and reduced abandoned call rates by 30%
• Wrote operations manuals and defined new job descriptions for the Customer Support teams and business consultants

Spearheaded company initiatives to innovate and improve operational programs, training curriculum, and support frameworks for the Franchise network. Coached teams to effectively execute FASTSIGNS operational and sales programs. Produced all FASTSIGNS conventions and sales con

Delivered an innovative Outside Sales Program to address a gap in the FASTSIGNS business model. This program provided comprehensive sales systems and processes to support Franchise Partner implementation, resulting in growing average center sales to $1M, increasing overall profitability by 27% and improving Franchise Partner Satisfaction Net Promoter Scores.
• Performed needs analysis to create a strategy addressing immediate organizational needs and long-term solutions. Utilized KPI's to track and measure progress.
•Developed sales tools, training programs, and resources for effective program implementation.
• Completed performance assessments and needs analysis to identify salesperson training and/or development needs.
• Developed and facilitated leadership development webinars and sales training sessions.
• Implemented performance-based programs to drive same center sales.
• Established a team of sales coaches to support daily Franchisee sales efforts and activities.