Kellyann Gallagher
Philadelphia,PA
Summary
Dynamic operations leader specializing in team management and operational efficiency. Successfully implemented health and safety protocols while optimizing processes to drive guest satisfaction and reduce costs. Eager to leverage extensive experience to enhance organizational performance.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Director of Operations
People Capital Group /Dunkin
Philadelphia, PA
12.2021 - Current
- Managed team schedules to ensure adequate staffing during peak hours.
- Trained new employees on operational procedures and customer service standards.
- Implemented health and safety protocols to ensure compliance with regulations.
- Resolved customer complaints promptly, enhancing overall guest satisfaction experience.
- Analyzed sales data to identify trends and inform staffing decisions and promotions.
- Recruited, trained, supervised, evaluated, coached, and mentored employees.
- Analyzed pricing trends in order to identify cost-saving opportunities.
- Monitored restaurant performance, identified areas of improvement, and developed strategies to increase sales.
- Enforced company policies among staff members, while maintaining a positive work environment.
- Developed promotional campaigns designed to attract new customers, while increasing repeat business.
- Adhered to company food, safety, quality, and sanitation policies.
- Conducted performance evaluations for staff, providing feedback, and setting goals for improvement.
- Conducted regular staff meetings to discuss operational improvements, and address concerns.
- Updated restaurant policies and procedures as needed.
- Managed cash flow, overseeing daily receipts, and bank deposits.
- Oversaw the maintenance and repair of restaurant equipment.
- Planning and executing special events, and catering services.
- Implemented cost control measures to reduce expenses and increase profitability, including pricing.
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.
- Delegated work to staff, setting priorities, and goals.
- Coached staff on strategies to enhance performance and improve customer relations.
- Identified discrepancies between physical counts and computer records; investigated causes and took corrective action as needed.
- Created templates for job descriptions, performance appraisals, onboarding documents, and other HR materials.
- Developed, implemented and monitored HR policies and procedures.
Marketing and Training Director
Dunkin' Donuts Franchising
Philadelphia, PA
01.2020 - 03.2022
- Developed training programs for team members across multiple locations.
- Facilitated workshops to enhance employee skills and service standards.
- Collaborated with management to identify training needs and gaps.
- Conducted candidate screenings to identify suitable applicants for various positions.
- Collaborated with HR team to design effective recruitment strategies and initiatives.
- Assisted in implementing employee referral programs to enhance talent acquisition efforts.
- Developed and implemented recruitment strategies to attract qualified candidates.
- Provided leadership by setting a positive example for staff members in terms of attitude, attendance, punctuality, appearance, work ethic and job knowledge.
Regional Manager
Jbc & Associates
04.2017 - 03.2019
- Led regional teams to implement operational strategies for service improvement.
- Coordinated training programs to enhance employee skills and productivity.
- Managed budget allocations to optimize resource utilization across regions.
- Trained staff on product knowledge, customer service techniques, sales strategies.
- Monitored team progress towards achievement of goals and objectives set forth by executive management.
- Handled human resource concerns and established plans to handle issues consistently and efficiently.
- Controlled shrink through strategic inventory management and loss prevention approaches.
- Developed visual merchandising displays to attract customers and promote sales.
- Oversaw inventory management, including stock ordering and loss prevention measures.
- Managed daily store operations and ensured compliance with company policies.
- Supervised daily operations of the retail store, including staff scheduling, inventory management and customer service.
- Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
- Hired and trained positive, enthusiastic employees to boost talents of retail team.
- Established weekly and monthly goals for sales staff to achieve desired results.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Improved profitability by executing daily, weekly, and monthly floor plan changes.
- Assisted in training new ambassadors on brand messaging and product knowledge.
- Managed promotional materials and ensured proper display in retail locations.
- Facilitated training sessions for users on new system functionalities.
- Conducted training sessions for users on how to use the newly implemented software program.
- Managed configuration, installation and troubleshooting of applications and software for clients.
- Verified that every client received highest level of support, assistance and professionalism to uphold company's commitment to service.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring to client needs.
- Served as liaison between customer support team and technical team members in order to resolve any issues or questions that arose during implementation.
- Worked with vendors when necessary in order to obtain needed resources or materials.
Education
Bachelor of Science - Marketing And Design
Fidm
Los Angeles, CA 08.2005 - 05.2009
Skills
- Inventory management
- Brand Excellence
- Budget analysis
- Quality control
- Leadership training
- Operational efficiency
- Operational strategy
- Conflict resolution
- Leadership development
- Marketing strategy
- Budget management
Timeline
Director of Operations
People Capital Group /Dunkin
12.2021 - Current
Marketing and Training Director
Dunkin' Donuts Franchising
01.2020 - 03.2022
Regional Manager
Jbc & Associates
04.2017 - 03.2019
Bachelor of Science - Marketing And Design
Fidm
08.2005 - 05.2009