Jonathan Santos
Chelmsford,MA
Summary
Seasoned General Manager with proven leadership skills. Background includes managing diverse teams, strategic planning and business development in fast-paced environments. Known for improving operational efficiencies, driving revenue growth and fostering customer satisfaction. Committed to building strong team cultures that encourage innovation and openness.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant General Manger
Tatte Bakery And Cafe
06.2024 - Current
- Developed and implemented strategies to better the guest experience
- Monitored financial performance, set budgets, and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
CEO / Director of Wholesale
Tiny Arms Coffee
Lowell, MA
01.2020 - 01.2025
- Business & Partnership Development: Raised $750,000 in sponsorship funds to expand operations, leveraging strong community relationships.
- Team Building: Defined roles, responsibilities, and processes to cultivate a collaborative work environment and support sustainable growth.
- Operations Management: Oversaw market expansions, aligning offerings with evolving customer needs and maintaining a commitment to high-quality, scratch-made products.
- Handle all the design aspects of Tiny Arms Coffee (branding, social media, and more).
- Developed strategies for improving customer service standards throughout the company.
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies, and company policies.
- Analyzed market trends and customer data to inform decision-making processes.
- Represented the organization at conferences, events, and networking activities as needed.
General Manager
Blue Bottle Cafe
Boston, MA
04.2018 - 01.2020
- Customer Engagement: Delivered exceptional service in a high-traffic environment, adeptly preparing specialty beverages and off-menu requests.
- Staff Training: Onboarded and coached new baristas, optimizing productivity and morale while upholding store policies.
- Quality Assurance: Quickly resolved customer complaints and ensured consistent beverage quality, driving repeat business.
Education
Bachelor of Arts - Photojournalism
Boston University
Boston, MA04.2017
Skills
- Program Administration
- P&L Management
- Financial Administration
- Supply Chain Management
- Workflow Planning
- Quality Management
- Operations Oversight
- Budget administration
- Business administration
- Account management
- Operations oversight
- Staff-retention programs
- Product development
- Team player
- Succession planning
Accomplishments
- Voted by coffee shop in massachusetts in Food & Wine 2022
- Featured in Sprudge, perfect daily grind, & Yankee magazine.
- Supervised team of 48 staff members.
- Double Tiny Arms wholesale operation
Certification
- JavaScript Certification 2022
- HTML Certification 2022
- Servsafe 2023-2028
- Coffee Quality Control - Barista Hustle 2019
- SHRM-CP 2024
Languages
Spanish
Professional
Portuguese
Professional
Timeline
Assistant General Manger
Tatte Bakery And Cafe
06.2024 - Current
CEO / Director of Wholesale
Tiny Arms Coffee
01.2020 - 01.2025
General Manager
Blue Bottle Cafe
04.2018 - 01.2020
Bachelor of Arts - Photojournalism
Boston University
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