Megan E. Janes

• Played leadership role during revamp of SMB sector providing crucial insight of team dynamics, client needs, hosting weekly semi-live question and answer sessions, planning for Q1 KPI's alongside management.
• Interdepartmental primary point of contact for SMB team while providing guidance on client relations, best practice protocols ensuring best and most efficient resolutions of client issues.
• Curating positive client experiences by helping them navigate their SaaS system through use of product knowledge training and effective communication resulting in improved customer engagement and issue resolution.
• Advocating for clients who have expressed desire to churn by seeking solutions that best fit needs of their account leading to resolution of retention.
• Works as team of three to maintain portfolio with over 1k clients through use of Freshdesk, Salesforce, Gainsight, Monday.com.
• Successful involvement in department wide KPIs six quarters running resulting in retention rate over 91.5%.

*Indefinite postponement of opening resulting in lay off.

• New store opening operations including hiring, scheduling, training procedures, cash handling protocols, obtaining proper certifications, curated bar program.

• Repaired broken culture of accountability amongst team members through coaching and mentoring practices for an outcome of more thoughtful prep, production, and execution of product.
• Revamped inventory process which stabilized volatile cost of goods budget percentages from over 10% to less than 1% variance within 6 months.
• Designed solution-oriented and data-driven standard operating procedures from identified areas of opportunity during weekly cost evaluations resulting in higher sales and less product waste.
• Prepared training material and active participation sessions in order to create excitement while improving staff knowledge resulting in higher per person sales averages.
• Weekly inventory reconciliation including actual vs. theoretical data analysis, negative usage resolution to physical counts while identifying invoicing errors preventing unjustified costs.
• Submitted weekly prepared Profit and Loss statements for cost of goods to food and beverage directors and finance department.
• Managed and motivated bar and service staff with goal of creating positive and responsible individuals while pursuing highest level of hospitality.

• Redesigned outdated training program resulting in quicker training window while maintaining highest level of standards and practices.
• Weekly scheduling for 20+ team members throughout 11 services while keeping within labor budget.
• Involved in hiring, termination, disciplinary process, pricing of new products, balancing of daily financial records.