Jillian Watkins

• Capriotti’s Sandwich Shop was my family’s franchise, which began in June 1976 in Wilmington, DE. It is not a family-owned business anymore, however there are a few stores still owned and operated by a member of the Capriotti family, and my store is one of those.
• I began working in my mother’s stores (she had 2 Capriotti’s in Dover, DE) when I was much younger, and I grew up learning the business. I was fortunate enough to buy one of her stores in 2018. In total, I have worked for Capriotti’s for 31 years. Below are some examples of what I have done in the last 6+ years as owner…
• Established strong customer relationships through excellent communication and attentive service.
• Interacted well with customers to build connections and nurture relationships.
• Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Trained and motivated employees to perform daily business functions.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Enhanced company profitability by reducing overhead costs and negotiating favorable contracts with suppliers.
• Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Implemented innovative programs to increase employee loyalty and reduce turnover.
• Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Cultivated strong online presence, managing social media platforms to engage with customers and build community.
• Achieved significant cost savings by renegotiating service contracts without sacrificing quality or service levels.
• Mastered conflict resolution, maintaining harmonious internal relationships and ensuring focus on common goals.
• Improved team productivity with ongoing training and development programs, fostering culture of continuous improvement.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Managed time efficiently in order to complete all tasks within deadlines.
• Worked flexible hours across night, weekend, and holiday shifts.
• Organized and detail-oriented with a strong work ethic.
• Paid attention to detail while completing assignments.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Strengthened communication skills through regular interactions with others.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Proved successful working within tight deadlines and a fast-paced environment.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.

In my 16.5 years at the YMCA, I worked in many aspects of child care - the Kid Zone room (babysitting), teaching gymnastics and tumbling classes, overseeing youth activity events, and the last part of my time at the Y was spent as Child Care Registrar. I also worked at the front desk - which entails all areas of member services - at the beginning of my time there and towards the end as well.

The YMCA did a clean sweep of almost everyone I worked with over the years, and no one who is currently employed at the Dover YMCA was employed while I was, but I can provide references if needed.

I left the YMCA in October 2018, after I bought my restaurant in September 2018.