JENNIFER JACKSON
Poughkeepsie
Summary
Big-picture leader and difference-maker leveraging invaluable leadership and operational expertise in customer-centric roles to optimize processes, develop solid client relationships, and guarantee long-term customer satisfaction and loyalty. Offering outstanding understanding of customer lifecycle, encompassing customer acquisition, onboarding, and growth, cultivating a culture prioritizing customers’ positive experience. Unmatched expertise in gathering and analyzing customer feedback and performance strategies to inform data-driven decisions and strengthen account/customer health.
Experienced with business strategy, financial oversight, and team leadership. Utilizes effective communication and negotiation skills to foster partnerships and drive success. Track record of optimizing operational processes and enhancing organizational performance.
Overview
16
16
years of professional experience
Work History
Operations Excellence Partner
Original ChopShop
06.2021 - Current
- Brought on board to take ownership of restaurant operations, focusing on maximizing customer satisfaction.
- Expanded business by launching 3 new strategic locations and training and mentoring general managers to assume critical leadership roles, boosting operational efficiency and growth.
- Attained sustained operational success amidst budget constraints by optimizing employee scheduling and implementing comprehensive training programs, igniting enhanced productivity and resource utilization.
- Devised and implemented targeted outreach and grassroots marketing strategy, driving 15% increase in catering sales and fostering business growth through increased customer engagement.
- Streamlined operational processes to enhance productivity and reduce costs.
- Developed and implemented training programs for new team members, improving onboarding efficiency.
General Manager
Panera Bread
04.2017 - 06.2021
- Assembled and led team of 35 employees overseeing all daily operations, including inventory, purchasing, waste management, and P&L. Strengthened compliance with all safety and regulatory standards. Delivered customers with stellar service.
- Improved delivery speed by implementing innovative strategies, slashing service times by 19% and fostering more efficient and customer-centric experience.
- Added $25K to bottom line within first 4 months, achieved through strategic optimization of labor management, sales growth initiatives, and optimal control of production costs.
General Manager
Melt Shop
10.2014 - 03.2017
- Championed all daily operations within store across purchasing, inventory, waste, ordering, and P&L. Managed staff recruitment, scheduling, and development.
- Led store location to consistently achieve exceptional scores of 90+ on multiple food safety audits.
Crew >> Shift Lead >> General Manager
Travel Centers of America
11.2009 - 09.2014
- Promoted twice within 6 months to lead a team of 40 staff in executing store operations across 2 stores, including product ordering, weekly inventory tracking, and P&L. Maintained compliance with all food safety and quality standards.
- Accelerated store performance across vital metrics by steering 13% increase in sales, bolstering employee retention, and slashing drive-thru times by 50%.
Education
BBA -
University of Houston
Houston, TXSkills
- Customer Success Leadership
- Feedback and Metrics Analysis
- Issues and Escalations Resolution
- Strategic Planning and Tactical Execution
- Revenue and Profitability Management
- Product Sales Improvement
- Reporting and Documentation
- Service Support Excellence
- Customer Acquisition and Retention
- Client Satisfaction Maximization
- Team Training and Development
- Team leadership
Timeline
Operations Excellence Partner
Original ChopShop
06.2021 - Current
General Manager
Panera Bread
04.2017 - 06.2021
General Manager
Melt Shop
10.2014 - 03.2017
Crew >> Shift Lead >> General Manager
Travel Centers of America
11.2009 - 09.2014
BBA -
University of Houston