Susan Lafranchise
Annapolis,MD
Summary
Motivated professional with extensive experience in customer service, sales and administrative tasks.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Proven leader with a track record of enhancing operational efficiency and customer satisfaction. Excelled in organizational management and achieving high employee satisfaction and meeting financial targets. Skilled in MS Office and fostering positive customer relationships, consistently improving service standards.
Overview
7
7
years of professional experience
Work History
Manager of Operations
Always Ice Cream
04.2024 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
General Manager / Office Manager
Potbelly's Sandwich Shop
01.2022 - 04.2024
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
General Manager /Assistant Office Manager
Smoothie King
01.2017 - 12.2021
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Education
Bachelor of Arts -
Salisbury University
Salisbury, MD05.2002
Skills
- Schedule Management
- Customer Service
- Problem-Solving
- Organizational Management
- Superb time management skills
- Customer Relationship Management
- Staff Training
- MS Office
- Deadline-oriented
- Scheduling and calendar management
- Inventory Management
- File Management
- Event Planning
- Operations Management
- Computer Proficiency
- Dedicated Team Player
- Strong Problem Solver
Timeline
Manager of Operations
Always Ice Cream
04.2024 - Current
General Manager / Office Manager
Potbelly's Sandwich Shop
01.2022 - 04.2024
General Manager /Assistant Office Manager
Smoothie King
01.2017 - 12.2021
Bachelor of Arts -
Salisbury University
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