Shannon DaSilva
Westport,USA
Summary
Influential and results- driven Business Consultant bringing with over 25 years of experience in the restaurant industry. Skilled in driving organizational change and optimizing Food Service Operations through innovation, operational excellence and building high- performance teams and Franchisees. A strong background in restaurant openings, equipment, and design. Dept of knowledge in industry best practices, financial acumen, training, and development. Enthusiastic professional with strong interpersonal skills fostering a success-driven culture.
Overview
20
20
years of professional experience
Work History
Operating Services Manager
Inspire Brands, Dunkin
09.2022 - Current
- Led the development and implementation of a new products and window launches
- Collaborated with cross-functional teams including R&D, marketing, commercialization and culinary to ensure a seamless product launch execution
- Work cross functionally to deliver key messages from call center, marketing, and field
- Review operational complexity of the marketing calendar to streamline process and standardize operating procedures
- Led pilot testing and market research initiatives to gather consumer and field feedback to refine products and operations
- Serve as primary support to store operators by providing guidance on executing business strategy, systems, and initiatives
- Manage timeline expectations within and with cross functional partners to deliver timely
- Preparing business consultants and field teams with the resources they need to train and prepare their franchisee and teams with the tools to execute-job aids, readiness kits and smallware’s
- Led projects from culinary handoff to alpha, market, and national launches and consistently followed up on market tours to ensure the test is being executed and pulled through at the store level
- Led training workshops for field teams and business consultants on new equipment, new products and process changes and improvements
Franchisee Business Consultant
Dunkin
09.2017 - 08.2022
- Lead through an annual Franchisee Business Review with each franchisee in the portfolio, aligning on goals and gaining commitment in all areas that will drive the business, including but not limited to sales, profitability, network growth & development, training practices, and organizational structure
- Leverage data and metrics to assess and drive operational performance for each franchisee, reviewing Food Safety Reviews, Operations Reviews, Training Completions, and Guest Service data - identifying trends and providing recommendations to franchisees that will maximize strengths and improve areas of opportunity
- Drive Franchisee and restaurant growth by identifying expandable franchisees and partnering with Business Development to identify viable opportunities to build new restaurants
- Partner with cross functional team members, including Field Marketing, Learning & Deployment, and Construction & Real Estate – to ensure the market is meeting or exceeding goals in all areas of the business
- Conduct Successor License assessments and assist franchisees in understanding the processes for remodeling and building new restaurants using the Road Map for Brand Revitalization
- Work closely with the construction team and the franchisee to ensure all projects stay on schedule
- Follow up to ensure that completed facilities meet required operational specifications, and support during all remodel and new store openings
- Mentored and trained new business consultants, providing guidance, best practices, and strategic approaches before transitioning into their new role
Area Manager
Papa Gino’s
10.2014 - 09.2017
- Led and supported store managers and district managers, driving operational excellence and strategic growth across multiple locations
- Serve as primary support to store operators by providing guidance on executing business strategy, systems, and initiatives
- Drove sales, corporate operations, workforce planning, training and development, performance reviews, and compensation decisions
- Build, manage, and coach a team of 10 General Managers, on goal setting and team development strategies
- Evaluated schedules, orders, and forecasts to plan processes and meet timetables
- Developed and implemented food safety audits, identifying critical control points, and ensuring consistent adherence to quality standards
- Coached managers on restaurant P&L management optimizing financial performance and operational efficiencies
- Analyze store data to maximize sales and profit, collaborate with Store Managers to identify growth opportunities, and ensure all division merchandise and innovative programs are implemented
- Assess and respond to demographic and market trends within the retail industry and monitor competitors
- Collaborate and led meetings with fellow Area Managers to share knowledge and drive results
- Ensure that the company's policies are communicated and implemented
Area Director
Dunkin
08.2009 - 10.2014
- Advised Multi Unit Managers on store operations and maximizing revenue
- Led multi-unit operations across locations, ensuring alignment with company goals, brand standards and financial targets
- Drive sales growth and profitability by analyzing P&L reports, controlling food, paper, and beverage costs, and implementing revenue-boosting strategies
- Coached and developed district mangers to enhance leadership skills, operational execution, and team performance
- Played key role in leading all aspects of quarterly market meetings, including an agenda to reinforce company goals and strategies
- Oversaw hiring and retention strategies to training build high performing teams and reduce turnover
Franchisee
Tim Hortons, Cold Stone Creamery
01.2005 - 01.2009
Education
Serve Safe Certified -
01.2025
Bachelor of Science degree - Food Service Management & Culinary Arts
Johnson & Wales University
01.2003
Skills
- Ability to coach, influence, and motivate teams
- Excellent communication, presentation, and people skills
- Project Management
- Talent development and mentorship
- Cross-functional collaboration and leadership
- Strategic planning and execution
- Ability to identify and remove obstacles to success
- Effective action planning and critical thinking skills
- Experience leading through major business changes and challenges such as acquisitions
- Budgeting and cost control
- Process improvement and Optimization
Websites
Awards
- Director’s Award, 2011, Dunkin
- Area Manager of the Year Award, 2015
- Maverick Award, 2024, Inspire Brands, Dunkin
Timeline
Operating Services Manager
Inspire Brands, Dunkin
09.2022 - Current
Franchisee Business Consultant
Dunkin
09.2017 - 08.2022
Area Manager
Papa Gino’s
10.2014 - 09.2017
Area Director
Dunkin
08.2009 - 10.2014
Franchisee
Tim Hortons, Cold Stone Creamery
01.2005 - 01.2009
Serve Safe Certified -
Bachelor of Science degree - Food Service Management & Culinary Arts
Johnson & Wales University
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