Michael Ponte
Billerica,MA
Summary
Operations and account management professional with over 20 years of experience in the foodservice and hospitality industries. Recognized for building strategic customer relationships and leading cross-functional teams to drive operational enhancements and business growth.
Overview
24
24
years of professional experience
Work History
Account Manager
Peet's Coffee
05.2024 - Current
- Manage a portfolio of licensed and Proudly Pouring accounts across higher education, healthcare, hospitality, and corporate dining.
- Partner with sales, marketing, supply chain, distribution, and service teams to resolve operational challenges and improve customer satisfaction.
- Built strategic customer relationships through business reviews, operational consulting, and on-site training to enhance account retention.
- Presented business insights and growth opportunities based on sales and operational analytics to drive informed decision-making.
- Lead seasonal beverage launches, equipment installations, marketing refreshes, and operational improvement initiatives.
- Coordinated inventory planning, product forecasting, equipment maintenance, and supply chain communication to ensure seamless operations and customer success.
Restaurant General Manager
Dunkin'
01.2019 - 05.2024
- Led operations for high-volume restaurant, managing team of 100+ employees to ensure exceptional service and operational efficiency.
- Increased sales by approximately 75% through operational improvements and guest experience initiatives.
- Oversaw budgeting, forecasting, payroll, scheduling, inventory management, food safety, and cost control to maintain profitability and compliance.
- Maintained strong financial performance through labor optimization, inventory control, and data-driven decision-making.
- Recruited, hired, trained, and developed employees and managers, fostering positive, high-performing culture that enhanced team engagement.
- Delivered operational and leadership training as a Network Trainer and ensured consistent execution of brand standards.
Restaurant Manager / Shift Leader / Network Trainer
Dunkin'
01.2003 - 01.2019
Education
University of Massachusetts Lowell
Lowell, MASkills
- Customer success
- Strategic account management
- Sales analytics
- Business development
- Operations management
- Budgeting and forecasting
- Inventory management
- Food safety and compliance
- Project management
- Cross-functional leadership
- Employee engagement
- Executive presentations
Timeline
Account Manager
Peet's Coffee
05.2024 - Current
Restaurant General Manager
Dunkin'
01.2019 - 05.2024
Restaurant Manager / Shift Leader / Network Trainer
Dunkin'
01.2003 - 01.2019
University of Massachusetts Lowell