Vicky Chustz
Cumming,GA
Summary
Operational expert with 20+ years of experience in the QSR space. Consistently achieves record-high guest satisfaction rankings, improvements to the bottom line by driving efficiencies in numerous aspects of the business. Respected builder and leader of guest-focused teams; instill a shared, enthusiastic commitment to employee engagement and guest service as a key drivers of company goal attainment. Leads by example and ensure the execution of all safety, security, quality, while implementing innovated solutions.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Sr. Director Operations Services
Smalls Sliders
04.2024 - Current
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Cultivated a culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies in line with overall business objectives.
- Established data-driven decision-making processes and implemented best practices in analytics to optimize performance across the organization.
- Drove strategic improvements to enhance operational and organizational efficiencies.
Sr. Director of Operations Services
Inspire Brands- Arby's
04.2011 - 04.2024
- Leads the Operations Technology & Systems, Operations Integration, and Guest Relations, teams.
- Leads all brand initiatives to test, implement and execute LTO Products.
- Ensure that operating procedures, systems, tools, equipment, smallware, packaging and technology are in place to support excellent execution for the Arby’s brand. Partner with the Arby’s Training Team to develop Activation Materials for the system.
- Evaluates current system processes and procedures
- Systemically analyzes the root cause of restaurant related problems
- Clearly identify and frame the problem and collects needed data to make recommendations for solving a problem
- Present new methods, ideas, or approaches to improve or solve identified deficiencies and/or cost savings
- Maintain content in the Operations Manual for the Arby's brand
- Lead operational voice for packaging, small-wares and supply chain for the Arby's brand
- Work cross-functionally to solve for pain points and bottle necks by increasing efficiencies and simplifying processes
- Act as Operations Representative when attending and participating cross functional meetings, Core Team Reviews, special equipment, and device showings, etc. to strengthen Arby’s brand relationship with board and councils such as AFA, Ops Council, IT, and ARCOP.
Area Manager
Inspire Brands- Arby's
04.2011 - 09.2013
- Supervised 8 restaurants in the Charleston Market with $10+ million in yearly sales
- Raised customer feedback metrics 15 points and reduced average speed of service for the area by 115 seconds
- Developed 15 shift managers, 5 assistants and 3 GM's successfully to A level
- Received Instant Impact Award, and Best Team Member Training Program Award, Work Hard Values Award and Manager of the Year (2016).
Area Manager
Capriotti's Sandwich Shop
01.2009 - 04.2011
- Recruit, train, supervise opening of a new market for the company
- Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance
- Designed and implemented the first franchise and company field evaluation to include Food Safety, HACCP and Service categories
- Designed and implemented system-wide distribution and utilization of manager Redbooks
- Streamlined operational procedures to ensure maximum efficiency and lowest food cost without sacrificing quality.
Franchise Business Consultant
Capriotti's Sandwich Shop
01.2009 - 04.2011
- Recruit, train, supervise opening of a new market for the company
- Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance
- Designed and implemented the first franchise and company field evaluation to include Food Safety, HACCP and Service categories
- Designed and implemented system-wide distribution and utilization of manager Redbooks
- Streamlined operational procedures to ensure maximum efficiency and lowest food cost without sacrificing quality.
Franchise Consultant/ District Manager
7-11 Corporation
05.2007 - 01.2009
- Supervised a group of ten 7-11 stores with $35 million in yearly revenue
- Consulted with Franchisees and/or Store Managers to develop, update and execute annual budgets and business plans
- Monitor all aspects of store operations, providing advice, coaching and assistance to store management
- Ensure key processes are in place through store visits, store and staff evaluations and data analysis.
Area Manager
Jack in the Box, INC
01.1998 - 05.2007
- Promoted several times during career with Jack in the Box
- As Area Manager, was responsible for $25 million in sales covering 11 stores in Northern Arizona
- Responsible for all aspects of P&L for all stores in my area
- As Data Analyst, was responsible for importing third party data, investigating information for anomalies and tampering, restructuring data into actionable reports and distributing to 2000+ locations nationwide
- Responsible for performing daily and ad hoc queries for all levels of corporate executives interpreting data and giving recommendations
- Other responsibilities included preparing training presentations for all corporate and franchise level executives and employees
- Accountable for traveling nationwide to present information to groups of 50-300
- As internal inspector for 70+ restaurant territory conducted quarterly audits
- Audits included food safety, cleanliness, guest service, brand & marketing, and accounting compliance.
Internal Inspector
Jack in the Box, INC
01.1998 - 05.2007
- Promoted several times during career with Jack in the Box
- As Area Manager, was responsible for $25 million in sales covering 11 stores in Northern Arizona
- Responsible for all aspects of P&L for all stores in my area
- As Data Analyst, was responsible for importing third party data, investigating information for anomalies and tampering, restructuring data into actionable reports and distributing to 2000+ locations nationwide
- Responsible for performing daily and ad hoc queries for all levels of corporate executives interpreting data and giving recommendations
- Other responsibilities included preparing training presentations for all corporate and franchise level executives and employees
- Accountable for traveling nationwide to present information to groups of 50-300
- As internal inspector for 70+ restaurant territory conducted quarterly audits
- Audits included food safety, cleanliness, guest service, brand & marketing, and accounting compliance.
Education
1999
1996
1993
Skills
- Project and Process Management
- Food Safety and HACCP Expert
- Guest Satisfaction Enhancement
- Franchise Consulting
- Sales & Margin Improvement
- Team building & Training
- Cost-Reduction Strategies
- Out of the Box Problem Solving
- Microsoft Office, Excel, Outlook, PowerPoint
- InDesign, Photoshop, Premier Rush (Adobe Products)
- Collaborative leadership
Certification
Serve Safe Certified Instructor and Proctor
I.H.E. (Increasing Human Effectiveness)
Managing Multiple Projects (Skill Path seminars)
Communicating for Results (Skill Path seminars)
Conflict Management (Skill Path seminars)
Timeline
Sr. Director Operations Services - Smalls Sliders
04.2024 - Current
Sr. Director of Operations Services - Inspire Brands- Arby's
04.2011 - 04.2024
Area Manager - Inspire Brands- Arby's
04.2011 - 09.2013
Area Manager - Capriotti's Sandwich Shop
01.2009 - 04.2011
Franchise Business Consultant - Capriotti's Sandwich Shop
01.2009 - 04.2011
Franchise Consultant/ District Manager - 7-11 Corporation
05.2007 - 01.2009
Area Manager - Jack in the Box, INC
01.1998 - 05.2007
Internal Inspector - Jack in the Box, INC
01.1998 - 05.2007
Flagstaff High School, Brigham Young University
Coconino Community College - ,
Serve Safe Certified Instructor and Proctor
I.H.E. (Increasing Human Effectiveness)
Managing Multiple Projects (Skill Path seminars)
Communicating for Results (Skill Path seminars)
Conflict Management (Skill Path seminars)
Arizona State University - ,
Coconino Community College - ,
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