Gophr App

Chief Operations Officer

As a member of this early stage e-commerce company, I wear many different hats depending on the needs of the business. My primary responsibilities are:

Merchant Account Management:

◦ Provide oversight and organization of merchant information, onboarding and account management

◦ Utilize deployment flowcharts to map, visualize and streamline the merchant onboarding process

◦ Monitor status of merchants, verify accuracy of information, identify and resolve issues

◦ Act as liaison between merchants and the Field Operations team

◦ Collaborate with the Marketing team on monthly merchant emails and training materials


Inventory & Team Management:

◦ Provide oversight, support and direction to inventory team

◦ Utilize process flowcharts to create, map, visualize and streamline the inventory entry processes

◦ Evaluate the inventory entry process and identify areas for process improvement

◦ Introduce Operational Excellence techniques to drive improvements and expand capabilities

◦ Perform Quality Control on all merchant inventories, create and streamline the QC process

◦ Communicate and implement process changes to increase efficiency and eliminate bottlenecks


Data Analysis & Business Intelligence:

◦ Collect and interpret data to discover useful information for supporting strategic business decisions and goals

◦ Build data visualization dashboards, charts and graphs to communicate data clearly and concisely

◦ Provide insights to inform decision making and drive increased company performance

◦ Identify trends to assist all departments with operational effectiveness


Financial Modeling & Reporting:

◦ Research and model data used in pro forma financial statements and forecasting

◦ Create pro forma financial statements based on the Discovery Driven Planning methodology

◦ Evaluate and monitor key data points for correlation to assumptions and revise pro forma accordingly

◦ Compile relevant data to create, update, and present investor summary and reports

Director Of Merchant Operations

Waitr

I was an early employee at this high-growth, trailblazing restaurant delivery company and I proudly contributed to our amazing journey from startup to Nasdaq.

◦ Worked directly with the CEO and Founders to execute their initial vision and business plan

◦ Reported to the COO and helped direct the company’s day-to-day operational activities to ensure productivity, efficiency, and high performance

◦ Collaborated with executive management to create and implement strategies for growth, scalability and profitability

◦ Served as a member of the Growth and Operations Stewardship Councils

◦ Scaled the Restaurant Operations department from five corporate employees to ~200 nationwide

◦ Led and supported members of the Restaurant and Customer Success, Photography, Quality Control and Technical Support teams throughout the restaurant on-boarding process and partner life cycle 

◦ Directed the cultivation of relationships and account management of over 10,000 restaurant partners

◦ Created and implemented KPIs, and optimized systems and processes to improve operational efficiencies

◦ Evaluated departmental and company progress by gathering, analyzing and interpreting data and metrics; created reports to communicate information across the company

◦ Mentored and directed Operations Managers to ensure customer and employee satisfaction

◦ Inspired and coached the Customer Success teams to achieve world-class customer experience, logistics and response times

◦ Recruited, interviewed, hired, and developed employees to achieve their maximum potential and engagement

◦ Partnered with Human Resources in the development of SOPs, policies, manuals and training processes

◦ Cultivated a positive work environment and unique company culture by fostering our core values 

◦ Facilitated communication between Operations, Engineering, Marketing and Sales departments to enhance teamwork and collaboration, ultimately creating a superior product and customer experience

Director of Restaurant Operations

Coyote Blues

A top performing property in the Coyote Blues family, we opened the Lake Charles restaurant in December of 2010 and proved ourselves to be one of the best restaurants in the area

● Member of the 2010 opening team; quickly established a prominent and well respected market presence by focusing on providing something unique

● Achieved financial objectives by delivering revenue growth through higher guest counts and check averages, implementing aggressive cost controls and maximizing profits

● Controlled purchases and inventory by evaluating usage and forecasting sales; consistently achieving the lowest cost of goods and highest profit margins in the company

● Maintained and improved operations by creating and enforcing policies and procedures; implementing efficiency, production, productivity, quality and guest service standards; determining and implementing improvements; resolved problems

● Accomplished human resource objectives by recruiting, selecting, orienting, training, scheduling, coaching, counseling, and disciplining 40-50 employees; communicated job expectations; monitored and appraised job performance

● Publicized the restaurant by assisting in the design and placement of advertisements; planning and executing promotions and events; established and administered an effective social media marketing campaign and loyalty program

● Capitalized on the increasing demand for our product and service; identified demand and implemented off-premise catering and delivery programs

● Engaged guests and cultivated relationships; resulting in increased satisfaction, loyalty, repeat business and revenue growth

● Managed all aspects of daily lunch and dinner shifts with a focus on guest service and bar operations

● Exerted a calm influence and professional leadership in a chaotic and challenging high-paced environment

Restaurant Manager

Renaissance Renovation and Design

Co-Founder

Townhouse Restaurant and Catering

McCormick & Schmick's

An iconic Portland restaurant for over 20 years, Jake's Grill is an award winning seafood and steak restaurant and was one of the top three properties in the McCormick and Schmicks restaurant group

● Grossed $12 million in annual sales including a 25,000 square foot catering operation. Direct responsibility of ~$7 million in restaurant sales

● Achieved financial objectives by collaboration with the management team to increase sales and control costs; prepared the annual budget with senior and executive level management; analyzed monthly variances; created variance reports and initiated corrective actions to ensure maximum profitability 

● Achieved restaurant operational objectives by contributing information and recommendations for strategic plans; ensured adherence to organizational, productivity, quality, and guest service standards

● Accomplished human resource objectives by recruiting, selecting, orienting, training, scheduling, coaching, counseling, and disciplining 80-100 employees; communicated job expectations; monitored, appraised and reviewed job performance; enforced policies and procedures

● Directed 401k and insurance benefits program for all employees and management

● Developed and maintained a hotel concierge rewards program which led to increased guest count and foot traffic

● Implemented wine service seminars and tastings with local winegrowers and winemakers 

● Increased wine sales to ~$1 million a year by creating and implementing training seminars, contests and incentives as well as developing a comprehensive wine list featuring local and regional wines

● Managed and supervised all daily operations of a 300+ seat high volume fine dining operation with an emphasis on guest service, bar and wine programs

Operations Manager

Jazz de Opus

It was an honor to be in charge of this 30 year old Portland institution of live jazz and fine dining. I led a small team of employees in restoring the operation to its former glory and profitability by implementing simple changes

● Full P&L responsibility and accountability 

● Managed all daily operations including hiring, training, scheduling, purchasing, inventory, sanitation, organization and administration 

● Redesigned the menus and wine list, implemented seasonal changes, daily specials and featured local wines 

● Planned and developed the menus by collaboration with chefs; sourced local products such as seafood and produce; ensured high quality of preparation, execution and guest service

● Controlled food costs by analyzing the product mix and monitoring portion control, improved purchasing and minimized waste

● Maximized bar profitability with portion and inventory control while increasing sales

● Publicized the restaurant by designing and placing advertisements; established a grassroots marketing campaign; invited food editors to review the restaurant; implemented a hotel concierge program

● Booked world class local, regional and national jazz artists; introduced, planned and managed special events such as five course jazz and wine dinners

● Engaged the guests, improved the dining experience and captured foot traffic by broadcasting the live music into the dining room and patio areas 

● Developed and cultivated relationships with not only the guests but also vendors, local winemakers, businesses, hotel concierges, artists and musicians; re-established our reputation as a high quality destination

General Manager

Hotel Monaco - Salt Lake City, a Kimpton Hotel

Assistant Bar Manager

Capitol Café

With eight years of senior leadership in tech startups and more years in Hospitality than I care to admit, I've honed my skills in making operations run smoothly and efficiently. I enjoy tackling challenges, leading teams, and finding creative solutions to keep everything on track.

I love innovation and collaboration; I’m all about strategic planning and execution, optimizing processes, and helping people grow. 

Ultimately I want to make a positive impact and drive success in everything I do. Let's connect and see how we can achieve great things together!

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