Jacob Mapstone
Waynesboro,VA
Summary
Results-driven business leader with over 22 years of experience in enhancing customer satisfaction, client retention, and team development. Led initiatives to resolve escalated concerns, foster cross-functional collaboration, and cultivate long-term loyalty. Managed high-volume relationships while coaching teams to deliver outstanding service and implement process improvements for enhanced customer outcomes.
Overview
13
13
years of professional experience
Work History
Owner Operator & General Manager
POTBELLY SANDWICH WORKS
Harrisonburg, VA
08.2023 - 03.2025
- Directed operations for two franchise locations, managing customer experience, staffing, financial performance, and daily operations for a 30-member team.
- Partnered with franchise leadership to implement operational improvements that enhanced customer experience, increased efficiency, and supported business growth.
- Improved customer satisfaction metrics by 12 points through customer-focused operational improvements, team coaching, and proactive service recovery initiatives.
- Resolved escalated customer concerns and service recovery efforts, enhancing customer loyalty and strengthening brand reputation through effective issue management.
- Recruited, onboarded, trained, and developed 20 employees, and built high-performing teams dedicated to customer satisfaction and operational excellence.
- Reduced labor costs and cost of goods sold while increasing employee compensation, improving profitability without sacrificing service quality.
Front of House Manager
BLUE MOUNTAIN BREWERY
Afton, VA
04.2012 - 06.2023
- Led customer-facing operations for a high-volume hospitality business serving approximately 18,000 guests weekly during peak season and 5,000 guests weekly during off-season operations.
- Managed customer escalations and service recovery efforts, achieving consistently high guest satisfaction and loyalty.
- Served as a primary trainer and mentor within an organization of approximately 100 employees, helping develop team members and improve service consistency.
- Designed and implemented process improvements that streamlined operations and enhanced employee engagement.
- Developed cash-handling and reconciliation procedures that improved accountability, reduced errors, and strengthened operational controls.
- Fostered culture of accountability and continuous improvement, prioritizing customer-focused service delivery.
Skills
- Operational management
- Revenue growth
- Revenue retention
- Performance metrics
- Client management
- Client engagement
- Customer needs assessment
- Team development
- Stakeholder communication
- Problem solving
- Conflict resolution
- Strategic thinking
Software and CRM experience
Toast, Micros, Aloha, Square, 7Shifts, Property management systems, Hubspot (In progress), Salesforce (In progress).
Timeline
Owner Operator & General Manager
POTBELLY SANDWICH WORKS
08.2023 - 03.2025
Front of House Manager
BLUE MOUNTAIN BREWERY
04.2012 - 06.2023