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
undefinedTimeline
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
Similar Profiles
Nic PetersonNic Peterson
Automotive Technician at BOBS AUTO REPAIRAutomotive Technician at BOBS AUTO REPAIR
TONJA OSBORNETONJA OSBORNE
Customer Care Coordinator at GROUND GAME HEALTHCustomer Care Coordinator at GROUND GAME HEALTH
ROCHELLE GRAVESROCHELLE GRAVES
Coordinating Nurse Practitioner at International SOSCoordinating Nurse Practitioner at International SOS
Paul F DowningPaul F Downing
National Account Manager Southeast Large Format at Monster Brewing CompanyNational Account Manager Southeast Large Format at Monster Brewing Company
Sana NazneenSana Nazneen
Manager II- People Experience and Technology at Amazon India Development CentreManager II- People Experience and Technology at Amazon India Development Centre