Piper Guy
Richardson,TX
Summary
Focused Support Manager with 10 plus years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Interim Ceo
Duff's Cakemix
05.2023 - 07.2023
- Managed partnerships and strategic business relationships with 10 vendors by negotiating contract terms and handling conflicts.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Managed financial, operational and human resources to optimize business performance.
- Managed all ordering, scheduling, payroll, vendor relationships, and all business operations until closing of company
Senior Project Manager
Duff's Cake Mix
03.2022 - 05.2023
- Negotiated with 10 plus vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Assisted with the development and opening of 4 new locations; spearhead closing 2 locations (closures due to Covid-19)
- Led team meetings to redefine problems and reach solutions based on different perspectives.
- Reduced financial inconsistencies while assessing and verifying monthly billing invoices and expense reports.
- Mentored and coached team members to foster productive and engaging work environment.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Area Manager
Duff's Cake Mix
01.2019 - 03.2022
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Tracked a over 50 employees attendance and punctuality, addressing repeat problems quickly with store onsite managers to prevent long-term habits.
- Enforced compliance with local, state and federal regulations and company standards.
- Reviewed employees shift schedules submitted by store managers , taking into account customer traffic and employee(s) strengths.
- Recruited, hired, and trained personnel, working to establish key internal functions and outline scope of positions for new organization.
- Resolved conflicts promptly to promote positive environment for customers.
- Implemented business strategies, increasing revenue, and effectively targeting new markets, organized/ collaborated with community planners
Store Manager
Duff's Cakemix
01.2017 - 01.2019
- Rotated merchandise and displays to feature new products and promotions.
- Managed inventory control, cash control, and store opening and closing procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Approved regular payroll submissions for over 50 employees.
Shift Leader
Duff's Cakemix
05.2015 - 01.2017
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Devised and implemented processes and procedures to streamline operations.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Managed shift operations and inventory, supplied resources and monitored team performance to keep business profitable and running smoothly serving 150+ customers per day.
Team Member
Duff's Cakemix
04.2014 - 05.2015
- Contributed to team success by completing jobs quickly and accurately, servicing 150+ customers.
- Worked different stations to provide optimal coverage and meet production goals.
- Learned all required tasks quickly to maximize performance.
Education
Associate of Arts - Liberal Arts And General Studies
Antelope Valley College
Lancaster, CA05.2005
Skills
- Adaptability and Flexibility
- Operational Efficiency
- Employee Development
- Performance Improvement
- Business Forecasting
- Customer Service Management
- KPI Tracking
- Policy Development and Enforcement
- Payroll Administration/ Timekeeping along with other aspects of Human Resource
- Interpersonal Communication
- Innovative and Problem-solving solutions
- Process Improvements
- Schedule oversight
Certification
Manager Food Handler Certificate
Accomplishments
- Community event planning/teaching
- Proficient Microsoft Word/ Excel
- Created first Cake Summer Camp
- Collaborated with team of 6 in the development of Franchise Sales Program.
- Supervised team of 50 staff members.
- Achieved lowering labor through effectively helping with monitoring of schedules vs business.
- Effectively cut supply costs by revamping ordering system
- 3x Food Network contestant
- Decorating Tutorial for The Emoji movie
Timeline
Interim Ceo
Duff's Cakemix
05.2023 - 07.2023
Senior Project Manager
Duff's Cake Mix
03.2022 - 05.2023
Area Manager
Duff's Cake Mix
01.2019 - 03.2022
Store Manager
Duff's Cakemix
01.2017 - 01.2019
Shift Leader
Duff's Cakemix
05.2015 - 01.2017
Team Member
Duff's Cakemix
04.2014 - 05.2015
Associate of Arts - Liberal Arts And General Studies
Antelope Valley College
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