Summary
Overview
Work History
Education
Skills
Timeline
OperationsManager

Joseph Montenegro

Operations Manager
St Petersburg,FL

Summary

Business operations leader wearing multiple hats with 7 years’ experience in business development, team building, process improvement, high-level customer/client service, SaaS business operations and project management. Involved in various roles in the restaurant delivery industry, with a strong focus on operations, customer success and long-term growth. Proven in managing cross-team collaboration to ensure process improvement, project completion, on-going training and effectively translate complex operational concepts into tangible action plans. Currently assisting a national delivery company develop internal systems, discover and spec software improvements and manage a team of employees and contractors (U.S. and overseas based) for efficiency improvements, cost reduction, long term sustainability and scale.

Overview

7
7
years of professional experience
5
5
years of post-secondary education

Work History

Operations Manager of People & Technology

DeliverClub
Tampa, FL
03.2021 - Current
  • Manage day to day operations of dispatch and customer service operations, ensuring operational excellence for 1,000-2,500 food delivery orders per day
  • Assist with co-managers and senior management on training and professional development of team
  • Continual process improvement through SOP and technical solutions to drive efficiencies across all processes, working with development team to spec and prioritize key software features and fix software bugs
  • Manage clients and lead weekly meetings to provide feedback on improvements and discuss best practices for optimal efficiency

Social Media Manager & Fitness Coach Intern

Full Torque Fitness
Largo, FL
10.2020 - 04.2021
  • Developed marketing content such as blogs, promotional materials and advertisements for social media.
  • Assisted with social media promotion of new location launch to ensure continued client acquisition
  • Assisted fitness coaches in individual and group training sessions and learning fundamentals of fitness training
  • Ended internship due to personal conflicts of full-time job and school commitments

Operations Manager

DeliverClub
Tampa, FL
02.2019 - 03.2021
  • Co-managed foundation of dispatch and customer service team with focus on technology solutions, scheduling, hiring and training, SOP development and client onboarding
  • Manage external stakeholders through effective communication and creating reasonable expectations of services provided
  • Ensuring clients, employees, contractors (US and overseas based) are provided training and material to be successful in their roles
  • Worked with senior management and software development team to spec and design software features as related to SaaS platform (restaurant food delivery and online ordering software)

Co-Founder, President

RDS Operations, INC.
Fort Myers, FL
06.2016 - 02.2019
  • Co-founded and led decentralized call-center providing dispatch, customer service and menu entry services to restaurant delivery services throughout the US
  • Designed and developed SOP and training guidelines for various processes to ensure operational excellence and client satisfaction
  • Sales and marketing to fuel business growth through outbound prospecting, conference engagements (speaker), and digital strategies
  • Provided feedback and expertise in contracted duties with DeliverClub as Director of Dispatch and providing dispatch, customer service and menu entry services to DeliverClub clients
  • Grew and managed team from 2 to 15 contractors based throughout US before merging with DeliverClub in 2019 to allow further growth after seeing 85% revenue growth in 2018

Area Development Manager

FOODNOW
Fort Myers, FL
08.2016 - 04.2017
  • Developed new area for expanding restaurant delivery service through new restaurant sales, marketing, customer acquisition, driver contractor management
  • Signed over 30 restaurant partners in 3 months prior to launch
  • Quickly developed area into 15-20 order per day market within 2 months of launch
  • FOODNOW was acquired by national restaurant delivery service in 2017

Call Center Operations Manager

GoWaiter
Fort Myers, FL
09.2014 - 06.2016
  • Hired on as Customer Support Representative (Sept 2014-Nov 2014) before being promoted to Assistant Manager
  • Promoted to Assistant Manager to Call Center Operations Manager in September 2015
  • Hired, onboarded and trained various dispatcher, CSR, driver positions to ensure ideal candidates who were good fit for company and role
  • Managed day to day operations of call center operations for corporate office of franchised delivery services
  • Managed dispatch and customer service related issues with franchisees and independent restaurant delivery service clients to ensure client satisfaction for services provided
  • Call center closed in June 2016

Education

Bachelor of Arts - Interdisciplinary Studies

University of Massachusetts Amherst
Amherst, MA
09.2009 - 05.2021

Skills

Client Account Management

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Timeline

Operations Manager of People & Technology

DeliverClub
03.2021 - Current

Social Media Manager & Fitness Coach Intern

Full Torque Fitness
10.2020 - 04.2021

Operations Manager

DeliverClub
02.2019 - 03.2021

Area Development Manager

FOODNOW
08.2016 - 04.2017

Co-Founder, President

RDS Operations, INC.
06.2016 - 02.2019

Call Center Operations Manager

GoWaiter
09.2014 - 06.2016

Bachelor of Arts - Interdisciplinary Studies

University of Massachusetts Amherst
09.2009 - 05.2021

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Joseph MontenegroOperations Manager