George Saffo

Drive projects that are vital to the successful implementation of a Phase franchise partnership, like:

• Learning Management Systems Implementation - content creation (write/develop) content for learning system and operations manual
• Franchise Compliance and Quality Control processes and Systems Administration - ideation, development, and implementation of quality control for corporate offices and franchisees
• Develop systems and procedures to improve operational quality and team efficiency.
• Implementing and Management of Preschool Enrollment / Staffing Concierge
• Assist with establishing team priorities, maintaining schedules, and monitoring performance.
• Assist in organizing and overseeing team assignments to drive operational excellence.
• Assist with Human Resources and Culture Development as needed.
• Conduct regular facility inspections to identify repair needs or improvements.
• Develop and implement strategies to maximize customer satisfaction.

• Served staff of twenty-two (22) employees
• Helped to create and design company culture club made up of employees to enhance company DEIB alignment
• Maintained "open door" policy to encourage employee communication and resolution of issues.
• Coordinated and worked with executive and mid-level managers to ensure smooth performance evaluations, supervisory practices, dispute resolution, and employee accountability.
• Worked with CFO to process company payroll.
• Served employees to help with benefits questions.
• Drafted and implemented employee handbook for company employees.
• Developed comprehensive process to improve candidate quality by evaluating both analytical and interpersonal attributes to ensure EDI culture fit.
• Designed employee engagement strategies to improve morale, retain talent and maintain business continuity.
• Managed third-party contract negotiations to obtain favorable pricing and scheduling parameters for phones and office equipment.
• Onboarded new employees with training and new hire documentation.
• Managed daily office stand-ups, office devotionals, and team-building activities.
• Maximized performance by monitoring daily activities and mentoring team members through periodic one-on-one sessions.
• Worked with CEO and CFO annually to select medical, dental, short and long-term disability, life insurance, and worker's compensation programs for employees.
• Worked with internal partners quarterly to design and execute strategic communications and programs to increase overall employee alignment and engagement.
• Oversaw staff development through in-depth training, workshops, seminars, and other learning opportunities.
• Developed new business relationships and maintained existing ones through regular communications and effective account management.
• Maintained consistent communication with executive leadership team to convey customer service effectiveness through reporting on performance metrics.
• Responded to disruptive customer events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Configured hardware, devices, and software to set up workstations for employees.
• Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
• Level 2 computer tech support for office.

• Helped large volume of 100 + customers every day with positive attitude and focus on customer satisfaction.
• Listened to customers' questions and concerns to provide answers or responses.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Defused customer concerns with exceptional conflict and problem resolution skills.
• Directed team to enhance across-the-board customer support and better meet company service demands.
• Provided clarity to team members of executive-level changes for job visibility.
• Met or exceeded quality goal by carefully applying scripts and personal knowledge to address and correct problems.
• Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
• Communicated with accounting department to resolve credit and billing issues.
• Drove sales by educating customers about products and services.
• Kept accurate records of all customer interactions and transactions.
• Coordinated timely responses to online customer communication and researched complex issues.

• Conducted training and mentored team of three to promote productivity, accuracy and commitment to friendly service.
• Team managed 50-75 calls and 100+ emails per day
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Developed documentation and logs of implemented solutions and generated and submitted reports.
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.

• Established team priorities, maintained schedules and monitored performance.
• Supervised site investigations, reported issues and escalated those that required further assistance.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Developed productive relationships with key account holders.
• Carried out day-day-day duties accurately and efficiently.
• Acted as brand ambassador to educate candidates on culture, career growth, benefits and advantages of working for company.
• Maintained effective and lasting vendor relationships through dynamic communication, collaboration and intelligent questioning skills.
• Online and app platforms aggregated over 100k pieces of content (text, audio, and video) with almost 500 providers.

• Conducted full claim investigations and reported updates and legal actions.
• Examined claims forms and other records to determine insurance coverage.
• Researched claims and incident information to deliver solutions and resolve problems.
• Negotiated auto damage settlement agreements to resolve disputes.
• Directed and coordinated various investigations conducted by field investigation team.
• Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial.
• Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
• Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.

• Documented damage with photographs and detailed written descriptions.
• Inspected vehicles to evaluate necessary repairs and determine extent of damage.
• Provided quotes on repairs with great accuracy, taking insurance, type of car and extent of damage into consideration.
• Liaised between car owners and insurance agencies about auto damage and insurance claims.
• Completed appraisals on automobiles, light trucks, custom cars, vans and many other vehicle types.
• Advised clients on plans for repairs, possible value of salvage parts and appropriate mechanics for repairs needed.

• Documented damage with photographs and detailed written descriptions.
• Inspected vehicles to evaluate necessary repairs and determine extent of damage.
• Provided quotes on repairs with great accuracy, taking insurance, type of car and extent of damage into consideration.
• Liaised between car owners and insurance agencies about auto damage and insurance claims.
• Used Mitchell Ultramate to calculate damages and claim values.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Drafted invoices for completed work.
• Input income and expense details into database to track business finances and address variances.
• Reconciled daily sales, returns and financial reports in QuickBooks.
• Created and monitored promotional approaches to increase sales and profit levels.

• Led employee relations through effective communication, coaching, training and development.
• Evaluated employee performance on annual basis and coached and trained seven team members, increasing quality of work and employee motivation.
• Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
• Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
• Onboarded new employees with training and new hire documentation.
• Prepared and recommended long-range plans for development of department personnel.