Juan Ramirez
Everett,MA
Summary
Accomplished Customer Service Manager with 15+ years of experience in the food service industry, specializing in team leadership and operational excellence. Proven track record in managing multiple locations, overseeing 250+ employees, and driving sales growth through effective training and development initiatives. Skilled in labor cost control, compliance management, and enhancing customer satisfaction. Committed to fostering a collaborative work environment and promoting talent advancement across teams. Willing to relocate to: Massachusetts - Maine Authorized to work in the US for any employer
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Manager/Assistant Manager
Stop and Shop Supermarket
06.2022 - Current
- Customer Service Excellence: Ensured a consistently high level of customer satisfaction through frontline service leadership and associate support.
- Compliance Management: Oversaw adherence to company policies, legal regulations, and operational standards to mitigate risk and maintain integrity.
- Talent Acquisition & Development: Led hiring initiatives and ongoing associate development to build strong, high-performing teams.
- Rising Stars Program Leader: Directed the Rising Stars initiative across 16 stores, mentoring and guiding associates toward career advancement opportunities.
- Labor Relations: Collaborated with union representatives to manage labor relations, address concerns, and uphold a positive work environment.
- Front-End Operations: Supervised front-end functions to ensure efficient, customer-focused service and smooth transaction processing.
- Online Order Fulfillment: Managed the Online Pickup department, optimizing workflows for timely and accurate customer order processing.
- Service Desk Oversight: Directed service desk operations, ensuring swift resolution of customer inquiries and returns.
- Community Engagement & Donations: Coordinated donation programs and community outreach efforts to strengthen brand presence and goodwill.
- Daily Operational Leadership: Ensured smooth day-to-day store operations through strategic planning and issue resolution.
- Workforce Scheduling: Created and maintained effective associate schedules to align staffing with business needs and optimize labor costs.
General Manager
McDonald's
10.2021 - 06.2022
- Oversaw recruitment, onboarding, and supervision of new staff to ensure operational readiness and team performance
- Managed labor, food, and paper cost controls to align with budget and profitability targets
- Scheduled and coordinated supervisory staff to meet business demands efficiently
- Implemented local marketing strategies to drive brand visibility and customer traffic
- Directed supply ordering and inventory management to ensure seamless operations
- Led initiatives to achieve consistent sales growth and exceed performance goals
- Handled customer recovery efforts, ensuring prompt and effective issue resolution
- Monitored customer satisfaction through surveys and implemented improvements
- Coached and developed team members for leadership and management roles
- Supported payroll processes to ensure accurate and timely compensation
- Analyzed sales data to identify trends and inform strategic decisions
Assistant General Manager
HoneyBaked Ham Co. LLC
11.2018 - 10.2021
- Talent Acquisition & Training
- Catering Management & Event Coordination
- Corporate Gifting & Customer Engagement
- Inventory Management & Stock Control
- Profit & Loss (P&L) Analysis
- Retail Operations & Merchandising
- Phone Sales & Client Relations
- Food, Labor & Cost Control
- Staff Scheduling & Workforce Planning
Regional Manager/Store Manager
McDonald's Chin Management-Brockton, MA
02.2014 - 09.2018
- Oversaw and coached the daily operations of multiple restaurant locations, ensuring consistency and excellence in execution.
- Supported General Managers in achieving and exceeding store goals within established budgets and corporate guidelines.
- Served as the primary liaison between corporate leadership, government officials, and owner-operators.
- Recruited, trained, and supervised new management and hourly staff, fostering a culture of accountability and growth.
- Managed labor, food, and paper cost controls to optimize profitability.
- Supervised scheduling to ensure appropriate staffing levels and operational efficiency.
- Directed local marketing initiatives to drive brand visibility and community engagement.
- Oversaw supply ordering, inventory management, and vendor coordination.
- Implemented sales growth strategies resulting in measurable revenue improvements.
- Led customer recovery processes to ensure guest satisfaction and retention.
- Monitored customer surveys to identify opportunities for service and performance improvement.
- Mentored and developed management-level employees for advancement opportunities.
- Assisted with payroll processing and tracked sales performance to align with business objectives.
Assistant Manager
Wichit-Boston, MA
09.2013 - 02.2014
- Recruited, trained, and supervised new team members to ensure high performance and operational excellence.
- Managed labor, food, and paper cost controls to maximize profitability and efficiency.
- Oversaw staff scheduling to maintain optimal coverage and productivity.
- Developed and executed local marketing initiatives to drive customer traffic and brand awareness.
- Coordinated supply ordering and inventory management to ensure seamless operations.
- Implemented strategies that contributed to consistent sales growth and revenue improvement.
- Led the customer recovery process to strengthen guest satisfaction and loyalty.
- Directed catering operations to support business expansion and community engagement.
- Mentored and developed management staff, fostering leadership growth and succession readiness.
General Manager
McDonald's Chin Management-Brockton, MA
01.2007 - 08.2013
- Oversaw recruitment, onboarding, and supervision of new staff to ensure operational readiness and team performance
- Managed labor, food, and paper cost controls to align with budget and profitability targets
- Scheduled and coordinated supervisory staff to meet business demands efficiently
- Implemented local marketing strategies to drive brand visibility and customer traffic
- Directed supply ordering and inventory management to ensure seamless operations
- Led initiatives to achieve consistent sales growth and exceed performance goals
- Handled customer recovery efforts, ensuring prompt and effective issue resolution
- Monitored customer satisfaction through surveys and implemented improvements
- Coached and developed team members for leadership and management roles
- Supported payroll processes to ensure accurate and timely compensation
- Analyzed sales data to identify trends and inform strategic decisions
Education
Accounting -
Ciencias Comerciales
Guatemala, Guatemala10.2002
High school or equivalent - undefined
Skills
- Restaurant Management
- Organizational skills
- Retail Management
- Human resources
- Talent acquisition
- Budgeting
- Leadership
- Communication skills
- POS
- Customer Service
- P&L Management
- Inventory
- Operations Management
- Microsoft Office
Certification
- Advance Shift Management McDonald's
- Basic Shift Management McDonald's
- Effective Management Practices McDonald's
- Restaurant Operations Leadership Practices McDonald's
- Dale Carnegie Skills for Success. With this course, I exceeded my potential on how to manage stress during difficult times at work. I gained more confidence with public speaking and also, I learned how to logically, clearly and concisely communicate with others.
- Food Safety Manager
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Manager/Assistant Manager
Stop and Shop Supermarket
06.2022 - Current
General Manager
McDonald's
10.2021 - 06.2022
Assistant General Manager
HoneyBaked Ham Co. LLC
11.2018 - 10.2021
Regional Manager/Store Manager
McDonald's Chin Management-Brockton, MA
02.2014 - 09.2018
Assistant Manager
Wichit-Boston, MA
09.2013 - 02.2014
General Manager
McDonald's Chin Management-Brockton, MA
01.2007 - 08.2013
High school or equivalent - undefined
Accounting -
Ciencias Comerciales