Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic
NICOLE PAPALIOS

NICOLE PAPALIOS

Cleveland,OH

Summary

Customer-focused operations and project manager with 5+ years of experience across the restaurant, property, and retail industries, specializing in CRM strategy, process improvement, and client relationship management. Proficient in platforms like Toast, SpotOn, 7shifts, Salesforce and HubSpot to enhance team performance and customer retention in fast-paced, service-driven environments. Known for building strong cross-functional relationships, leading with collaboration, and driving operational efficiency through smart, solutions-oriented decision-making.

Overview

10
10
years of professional experience
1
1
Language

Work History

PROJECT MANAGER

GMP Properties
01.2024 - Current
  • Successfully managed daily operations of multi-unit residential properties.
  • Successfully planned and executed multiple projects simultaneously.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Led the implementation of a property-focused CRM and project management software, streamlining maintenance and leasing.
  • Created SOPs for tenant onboarding, payment collection, and maintenance scheduling, increasing operational efficiency.

MANAGER

Love.Life Nourish
03.2023 - 10.2023
  • From the ground up launched a pioneering plant-based restaurant.
  • Led and managed staff training and professional development to cultivate a high-performing team.
  • Designed and implemented innovative systems using the Critical Path Method and detailed SOPs.
  • Spearheaded a successful job fair, hiring and onboarding the entire front-of-house team.

REGIONAL MANAGER / GENERAL MANAGER

Matthew Kenney Cuisine
04.2019 - 12.2022
  • Oversaw operations at 10 high-volume restaurant locations.
  • Utilized restaurant CRM and POS systems such as Toast, SpotOn, and 7shifts to manage scheduling, labor, sales analytics, and customer loyalty initiatives.
  • Through hands-on leadership trained front- and back-of-house teams on CRM tools and service protocols, improving reporting accuracy and customer satisfaction.
  • Developed and rolled out SOPs across all locations.
  • Managed P&L performance to exceed financial targets by identifying cost inefficiencies, and implementing corrective strategies.
  • Managed HR processes including payroll, performance evaluations and compliance records.

RETAIL CONSULTANT

R+CO
10.2018 - 04.2020
  • Managed B2B client relationships and provided product education tailored to salon needs.
  • Tracked sales and customer engagement using CRM tools, produced reports to guide strategy and training.
  • Supported new client onboarding and led product trainings, contributing to increased retention and revenue growth.

SALES MANAGER

The Collected Group - JOIE
11.2017 - 08.2018
  • Promoted a client-focused sales culture by actively engaging customers and setting the pace on the sales floor.
  • Fostered long-term client connections through personalized service and strategic relationship-building.
  • Streamlined daily operations by reinforcing best practices and ensuring alignment with company standards.

CONTRACT SALES PROJECT MANAGER

Mana Products Cosmetics Manufacturer
01.2016 - 11.2017
  • Managed day-to-day client operations and supported strategic growth initiatives.
  • Coordinated product development processes in partnership with laboratories.
  • Acted as the key liaison between clients and internal teams including production, engineering, and planning.
  • Maintained production timelines and schedules to ensure on-time delivery.
  • Oversaw product testing and compliance, ensuring regulatory standards and launch readiness.

Education

Bachelor of Applied Science - Fashion Merchandising

YOUNGSTOWN STATE UNIVERSITY

Skills

  • Customer Relationship Management – Building and nurturing long-term client partnerships to drive satisfaction and retention

  • Client Onboarding & Support – Leading seamless onboarding experiences and providing ongoing success support

  • CRM & Project Management Tools – Proficient with platforms such as Salesforce, HubSpot, Asana, and Trello

  • Strategic Communication – Clear, persuasive communicator skilled at aligning customer goals with business value

  • Customer Service Excellence – Proven ability to deliver responsive, solution-focused service across varied client needs

  • Team Training & Process Development – Designing and executing team training programs and scalable customer success processes

  • POS & Operational Software – Experienced with restaurant POS systems including Toast, Square, and SpotOn

  • CRM Implementation – Supporting end-to-end implementation, configuration, and adoption of CRM solutions

  • Cross-Functional Collaboration – Partnering across teams to resolve issues, drive initiatives, and elevate the customer experience

Accomplishments

  • Reduced onboarding time by 30% by streamlining training materials and automating key steps.
  • Increased customer retention through proactive account management and personalized support.
  • Led successful implementation of Salesforce CRM, training 20+ team members.
  • Trained and mentored a team of 100+ staff on client support procedures, boosting team productivity

Timeline

PROJECT MANAGER

GMP Properties
01.2024 - Current

MANAGER

Love.Life Nourish
03.2023 - 10.2023

REGIONAL MANAGER / GENERAL MANAGER

Matthew Kenney Cuisine
04.2019 - 12.2022

RETAIL CONSULTANT

R+CO
10.2018 - 04.2020

SALES MANAGER

The Collected Group - JOIE
11.2017 - 08.2018

CONTRACT SALES PROJECT MANAGER

Mana Products Cosmetics Manufacturer
01.2016 - 11.2017

Bachelor of Applied Science - Fashion Merchandising

YOUNGSTOWN STATE UNIVERSITY

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