Millie Rojas
PEMBROKE PINES
Summary
Experienced in managing customer service teams and improving customer satisfaction. Proven track record of spearheading initiatives to enhance service quality and response times. Thrives in high-pressure environments with strong leadership abilities and exceptional conflict resolution skills. Committed to delivering exceptional customer experiences and driving organizational success.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Compass Group | Canteen
10.2022 - Current
- Managing a $18 million multi accounts.
- Develops an account level incremental sales plan, track performance and increase profitability.
- Collaborating with clients in all matters relating to contract and operations to build a strong business relationship.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service. representatives.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Patient Service Manager
Compass Group | Morrison Healthcare
03.2021 - 10.2022
- Improved Joint Commission standards with 0 food critical compared to last year's audit.
- Hiring, onboarding, and training union staff for front and back of house, increasing hiring satisfaction 40%
- Ensure compliance with federal and state laws.
- Engaged in new start up account and helped build a culture of service excellence and consistency.
- Develop business plan to attain overall goal and financial performance.
- Reduced wait times for patients with effective utilization of staff and resources.
- Increased patient retention rates by providing exceptional customer service and addressing concerns promptly.
- Championed ongoing professional development opportunities for staff, resulting in enhanced skills and knowledge within the team.
Director of Catering and Dining
Sodexo | Bentley University
12.2015 - 03.2021
- Oversight of Sodexo resources, systems, and use of catering programs to direct daily catering events including food production, school lunch program, inventory, invoices, and operations.
- Conducting regular audits to verify compliance with policies and procedures.
- Assists in the planning and development of marketing and branding strategies.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Developed quarterly menu cycles to fulfill resident's needs, and implanted new systems utilizing CaterTrax and GrubHub.
- Developed innovative catering menus, resulting in increased client interest and engagement.
- Coordinated logistics and staffing for large-scale events, ensuring seamless operations.
Director of Banquets
Hilton Hotel Woburn
11.2018 - 12.2015
- Managed all executive, administrative, and operational functions, including but not limited to staffing, event materials and inventory planning, set up and overall supervision and management of the success of planned events
- Work closely with sales department in planning and detailing and provide recommendations for a successful event, coordinating hotel accommodations to ensure a smooth event
- Control labor and operating expenses through effective scheduling, budgeting, purchasing decisions, and inventory
- Works with culinary team to ensure compliance to food handling and sanitation standards
Assistant Director of F&B
Hilton Hotel Back Bay
02.2013 - 12.2015
- Assist in managing all F&B outlets, including restaurants, bars, room service, and banquets
- Ensure smooth daily operations and address any service or operational issues
- Supervise food and beverage staff, ensuring high service standards
- Assist in budgeting and financial planning for the department
- Monitor revenue and expenses to ensure profitability
- Control food and beverage costs, including inventory and waste management
- Oversee vendor negotiations and supply chain management
Education
Information Management Specialist -
Bunker Hill Community College
12.2009
Skills
- Problem Solving Resolution
- Ability to lead
- Strategic account management
- Sales
- Cross-functional collaboration
- Revenue growth
Manager of the year 2024
Customer Service Manager of the Year 2024
Timeline
Customer Service Manager
Compass Group | Canteen
10.2022 - Current
Patient Service Manager
Compass Group | Morrison Healthcare
03.2021 - 10.2022
Director of Banquets
Hilton Hotel Woburn
11.2018 - 12.2015
Director of Catering and Dining
Sodexo | Bentley University
12.2015 - 03.2021
Assistant Director of F&B
Hilton Hotel Back Bay
02.2013 - 12.2015
Information Management Specialist -
Bunker Hill Community College
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