Director of Operations
Em Carroll
Blue Eyed Baker
Buffalo,NEW YORK
11
years of professional experience
I have been working in food service for more than a decade, most recently in the bakery and café sector. I am very knowledgeable in gluten-free and vegan baking and cooking, and have many years of managerial experience at a number of food service institutions. I have managed scheduling, hiring and onboarding, inventory management, cost analysis, and systems operations across multiple departments.
Work History
Director of Operations
4 Years 2 Months- Streamlined operational workflows to enhance efficiency and reduce production delays.
- Oversaw daily operations across multiple departments and locations, ensuring coordination and efficient execution of tasks.
- Conducted regular performance reviews of middle management to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Defined, implemented, and revised operational policies and guidelines.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Hiring and onboarding of staff across all internal departments
- Maintained weekly schedules for upwards of 130 employees across three locations and 12 departments
- Interacted with customers to ensure great service
- Led teams for production, custom orders, and execution of catering
- Handled private event bookings from start to finish, including customer interactions and meetings, staffing, invoicing, planning, creating Run of Show, and final execution of the event
- Handled wedding bookings from consultation to final delivery
- Managed off-site markets and events, including staffing, transportation, set up, production execution, load in and load out
- Facilitated staff training in all departments
- Managed labor through thoughtful and intentional staff scheduling
- Conducted one-on-one meetings with all managers (13 in total across all departments and locations)
- Facilitated menu development, including testing, design via canva, and implementation with staff and customers
- Facilitated all back end interactions for Point of Sale through Toast, including invoicing, menu POS adjustments, price increases, online ordering and delivery services
- Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed vendors at off-site markets run by the company (EA Winter Market and Classic Corner Market in EA)
- Managed Social Media when necessary, and interacted with customers via social media
General Manager
4 Years 1 Month- Opened store and exceeded sales and profit goals by end of first year.
- Managed business operations, maintaining social media, website, and general online presence.
- Managed business operations, enhancing social media presence and website engagement.
- Oversaw food preparation and cooking activities to uphold safe and sanitary practices, including safety checks for cross-contamination.
- Inspected received food items to verify quality, quantity, and freshness of goods received.
- Coordinated delivery schedules with suppliers and vendors to ensure timely product availability and freshness.
- Conducted staff hiring and firing processes to ensure optimal team performance.
- Oversaw daily store operations, including baking, food preparation, and customer service tasks.
Store Manager
3 Years- Modeled excellent customer service to encourage staff to proactively assist customers and meet needs, building customer loyalty and retention.
- Engaged dissatisfied customers using tactful approaches and made best efforts to resolve problems related to sales, products, and store operations.
- Oversaw food preparation and cooking activities to uphold safe and sanitary practices.
- Coordinated delivery, vendor, and staff schedules to ensure smooth operations and timely service.
- Inspected received food items to verify quality, quantity, and freshness of goods received.
- Demonstrated excellent customer service to inspire staff to proactively assist customers, fostering loyalty and retention.
- Interviewed job applicants, processed new hire paperwork, and provided on-the-job training.
- Resolved customer issues related to sales, products, and store operations through tactful engagement, enhancing customer satisfaction.
Education
High School Diploma
- Education Major
Skills
Operations management
Inventory control
Process improvements
Financial analysis
Staff recruitment
Schedule management
Employee relations
Training and development
Leadership training
Customer service
Pastry production
Operational oversight
Facility management
Timeline
Director of Operations
Blue Eyed Baker
09.2022 - CurrentRead More
General Manager
Two Wheels Bakery
09.2018 - 10.2022Read More
Store Manager
Perks Cafe
11.2015 - 11.2018Read More
Bowling Green State University
from Education Major
Read More
Delaware Hayes High School
High School Diploma
Read More