Jaice Brown
Saint Louis,MO
Summary
Highly accomplished Director of Operations with 20 years of progressive experience in large-scale retail, food service, and university dining environments & 10+ Years Upper-Level / Senior Management Project Management. Proven expertise in strategic planning, program management, and end-to-end execution of projects that significantly transform operational processes, drive efficiency, and enhance customer experience. Adept at managing multi-million dollar budgets, leading diverse cross-functional teams (50+ staff), and influencing senior leadership. Possesses strong critical thinking and data analysis skills, with a track record of identifying complex problems, developing data-driven solutions, and ensuring optimal process outcomes while minimizing risks. Enthusiastic about applying a deep understanding of operational intricacies and customer- facing dynamics. Driven Small Business Owner with excellent business acumen, creativity, and leadership skills. Offers advanced experience in developing marketing strategies, identifying business opportunities, and generating sales in the Digital Media & Content Creation industry. Collaborative leader partners with coworkers to promote engaged, empowering work culture.
Overview
10
10
years of professional experience
Work History
Senior Catering Captain
Bon Appetit Management Company
St Louis, MO
01.2026 - Current
- Led event logistics to ensure seamless execution of high-profile catering events.
- Trained and mentored new staff on operational procedures and service excellence.
- Collaborated with culinary team to develop seasonal menus that enhanced guest experiences.
- Managed inventory levels, optimizing supply chain processes for efficient operations.
- Analyzed event feedback to refine service delivery and improve future offerings.
- Coordinated with vendors to secure high-quality ingredients while negotiating favorable terms.
- Maximized event success by expertly coordinating logistics such as venue setup, equipment rental, transportation arrangements, and staffing schedules.
- Established a strong rapport with fellow employees across all departments – fostering a collaborative work environment that promoted teamwork and supported collective goals.
- Assisted in budget management by monitoring inventory levels and negotiating pricing with vendors, reducing overall costs without compromising quality or service standards.
- Enhanced guest satisfaction by efficiently managing food and beverage service in various event settings.
- Ensured adherence to all company policies and procedures, as well as local health department regulations, maintaining a safe and compliant work environment.
Temporary Licensed Medicare Sales Agent
TTEC
Remote
09.2025 - 01.2026
- Client education: Explaining Medicare benefits, coverage options, and plan comparisons to potential and existing clients.
- Sales and enrollment: Guiding clients through the enrollment process for new or transitioning plans.
- Prospecting: Facilitating inbound calls to prospective members and following up on leads.
- Customer service: Assisting members via inbound and outbound calls to answer questions, resolve issues, and build rapport.
- Compliance: Ensuring all sales activities comply with federal and state Medicare regulations and deadlines.
- Record keeping: Maintaining accurate and detailed records of client interactions and sales activities using CRM systems.
- Continuous learning: Currently adhering to Missouri Insurance License regulations concerning ongoing training requirements for recertification.
Sole Proprietor
Blite Consulting LLC
St.Louis, MO
08.2024 - 09.2025
- Studied markets to determine optimal pricing of goods and capitalize on emerging opportunities.
- Optimized team hiring, training, and performance.
- Entered income and expense details into business databases to track purchases and address variances.
- Consulted with customers to assess needs and propose optimal solutions.
- Identified plans and resources required to meet project goals and objectives.
- Planned, designed, and scheduled phases for large projects.
Director of Operations
Kaldi’s Coffee Roasting Company
St.Louis, MO
08.2022 - 08.2024
- Led end-to-end execution of large-scale projects focused on creating operational efficiencies, implementing new standard operating procedures that transformed business processes across three establishments, significantly improving top-line metrics and team member retention.
- Functioned as a steward for critical support processes, ensuring proposals for change optimized key metrics, elevated the customer experience (prioritizing the 'GOAT experience'), and systematically minimized potential risks in high-volume environments.
- Partnered closely with cross-functional stakeholders, including external vendors, clients, and internal General Managers, to scope and execute initiatives, demonstrating ability to manage multiple stakeholders with varying priorities and drive commitment to shared goals.
- Managed a substantial $15 million operational budget, applying critical thinking and data-analysis skills to navigate complex financial data sets and inform strategic decision-making that optimized costs and drove profitability.
- Served as a subject matter expert for a team of 50+ staff, driving process improvement and optimization efforts by revamping existing systems, resulting in lowered Cost of Goods Sold (COGS), higher volume, and enhanced guest satisfaction. Directly managed stakeholders in senior leadership, reporting to the Chief Operating Officer and contributing to strategic planning and execution to maximize operational impact.
- Spearheaded innovative approaches to resource allocation and strategic planning. Leveraged professional networks and industry knowledge to strengthen client relationships.
- Collected and interpreted key metrics to determine which programs met desired outcomes or required further streamlining for success.
- Managed procurement activities to secure resource acquisitions at best possible cost.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Retail Manager, Washington University
Bon Appetit Management Co
St.Louis, MO
01.2019 - 08.2022
- Promoted from Supervisor to Management after 6 months.
- Oversaw and optimized business processes across diverse university dining and retail operations (coffee shop, bakery, grocery, dining facility), ensuring effective and efficient workflows that supported a positive customer experience.
- Utilized critical thinking and data-analysis skills to meticulously track and report on key performance indicators (KPIs), including cash handling, sales performance, inventory analyses, and P&L adjustments, to the Controller and other senior stakeholders.
- Partnered cross-functionally with the university Marketing department to design and execute marketing initiatives, demonstrating strong communication skills articulate complex strategies and align teams towards shared goals.
- Acted as a crucial liaison between the university and management, successfully navigating varied priorities and ensuring alignment of operational goals with institutional objectives and new project launches.
- Drove support-centric projects related to health and safety (e.g., COVID-19 prevention protocols), demonstrating an acute interest ir digging into process details to ensure compliance and minimize operational risks.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
General Manager
Fridas
St.Louis, MO
01.2016 - 01.2019
- Managed program initiatives to transform company operations, including implementing a revised inventory system focused on optimizing storage and ordering, leading to a quantifiable 6% decrease in food waste-related losses.
- Improved support processes and operational efficiency, achieving a remarkable 19% increase in daily covers served without additional labor costs, by enhancing service sequences, order expediting, and table-turn times across dining outlets.
- Demonstrated experience digging in to understand how new technical products work by training 40+ staff on multiple POS systems (Toast, Aloha, Zomato Base, Square), identifying and addressing agent pain points during adoption.
- Consistently exceeded monthly sales goals by 10%+, leveraging data analysis and process improvements in front-of-house operations to optimize customer engagement and drive top-line revenue.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Air Transportation Journeyman
US Air Force
Ramstein, Germany
01.2016 - 01.2019
- Dedicated Air Transportation Journeyman with 4 years of comprehensive experience in overseeing cargo operations and ensuring compliance with safety protocols. Proficient in managing logistics and coordinating complex air transportation activities. Committed to enhancing operational efficiency and delivering high-quality service in fast-paced environments.
- Skills: Safety Compliance, Conflict Resolution, Training And Mentoring, Dangerous Goods Handling, Air Transportation Logistics, Materials Handling Equipment Operation
- Assessed competing priorities to determine necessary supplies, vehicles and personnel to complete transport duties.
- Adhered to established protocols and safety procedures for loading and transporting potentially hazardous cargo.
- Coordinated transport of food and medical supplies for prompt delivery to correct destination.
- Inspected all received aircraft parts to verify compliance with FAA regulations, including planning, scheduling, and processing eligible passengers and cargo.
- Maintained air movement records and reports, utilizing computer systems to provide in-transit visibility over passenger and cargo movement operations, demonstrating early experience with operational data management.
- Analyzed engineering drawings and schematics to troubleshoot systems and diagnose solutions.
- Managed and adjusted planned transportation activities to accommodate unexpected challenges or emergencies airdrops.
Education
No Degree - Accounting
University of Missouri Saint Louis
St.Louis Missouri01-2017
Skills
- Proficiency: Mondaycom, Trello, Aloha, Toast, Oracle, PeopleReady, PeopleHub, Microsoft Office Suite (Word, Excel, PowerPoint,Access), 7Shifts, PlateIQ, XtraChef, FoodPro, Zomato Base, Square POS, Capcut, NexsusClips, KlingAi, Flow, OBS
- Software Knowledge: N8N, Tableau & Jira, Workday, ADP, Kronos, HubSpot CRM, Salesforce Sales Cloud
Timeline
Senior Catering Captain
Bon Appetit Management Company
01.2026 - Current
Temporary Licensed Medicare Sales Agent
TTEC
09.2025 - 01.2026
Sole Proprietor
Blite Consulting LLC
08.2024 - 09.2025
Director of Operations
Kaldi’s Coffee Roasting Company
08.2022 - 08.2024
Retail Manager, Washington University
Bon Appetit Management Co
01.2019 - 08.2022
General Manager
Fridas
01.2016 - 01.2019
Air Transportation Journeyman
US Air Force
01.2016 - 01.2019
No Degree - Accounting
University of Missouri Saint Louis