NICHOLE BROWN
Columbus
Summary
Operations and Franchise Performance Leader with a wealth of experience spanning over a decade in optimizing franchise systems and operational strategies across diverse markets. Known for pioneering innovative solutions in franchise onboarding and driving sales growth through strategic KPI coaching and performance analytics. Passionate about fostering robust franchisee relationships and aligning operations with brand standards to unlock new profit avenues and elevate guest satisfaction.
Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Overview
16
16
years of professional experience
Work History
Manager
Franchise Performance, Restaurant Brands International
01.2022 - Current
- Guided franchises to operational success, achieving 3% sales growth and 10% higher guest satisfaction.
- Implemented strategic KPI coaching, enhancing franchisee performance and identifying profit opportunities.
- Authored a comprehensive New Markets Playbook, standardizing franchisee onboarding and operations.
- Utilized P&L analysis for operational diagnostics, driving measurable improvements in service speed and accuracy.
- Implemented strategic training programs for franchisees, leading to noticeable gains in operational efficiency and improved service delivery.
Sr. Customer Success & Operations Manager
CloudKitchens
01.2020 - 05.2022
- Led the launch of virtual kitchens, enhancing efficiency and establishing a scalable model.
- Analyzed feedback to identify service gaps, driving training that improved service quality.
- Developed standardized procedures, ensuring consistency and smooth transitions across locations.
- Mentored team members, fostering a culture of continuous improvement and collaboration.
- Cultivated client relationships, securing repeat business and contributing to revenue growth.
Director of Operations
Matrix Meats
05.2021 - 01.2022
- Directed recruitment, onboarding, and performance reviews, enhancing team efficiency and cohesion.
- Optimized internal policies and benefits, improving employee satisfaction and retention.
- Coordinated vendor relations, ensuring timely delivery and cost-effective procurement.
- Led manufacturing operations, achieving rapid scale-up and increased production capacity.
Area Manager
Cantina Hospitality
02.2017 - 12.2019
- Managed operations for 7 restaurants, enhancing efficiency and boosting customer satisfaction.
- Implemented inventory systems, reducing waste and optimizing stock levels, ensuring consistent supply.
- Analyzed sales trends, driving strategic decisions that significantly increased revenue.
- Coordinated training programs, equipping staff with skills to improve customer engagement.
Market Training Manager
YUM Brands
01.2010 - 02.2017
- Evaluated training impact, boosting staff productivity and streamlining operations.
- Fostered a collaborative learning culture, enhancing team unity and morale.
- Assessed training programs, offering insights that optimized staff performance and efficiency.
Education
Bachelor's of Science -
Franklin University
Columbus, OhioSkills
- Customer relationship management
- Effective relationship management
- KPI development and monitoring
- Revenue enhancement
- Kitchen workflow enhancement
- Google Workspace proficiency
- Tableau data visualization
- Profit and loss management
- Expense management
- Workplace safety management
- Team development
- Financial planning
- Managing performance assessment processes
Timeline
Manager
Franchise Performance, Restaurant Brands International
01.2022 - Current
Director of Operations
Matrix Meats
05.2021 - 01.2022
Sr. Customer Success & Operations Manager
CloudKitchens
01.2020 - 05.2022
Area Manager
Cantina Hospitality
02.2017 - 12.2019
Market Training Manager
YUM Brands
01.2010 - 02.2017
Bachelor's of Science -
Franklin University