Shelley Ford
Clayton
Summary
Accomplished professional with a strong record in driving operational efficiency and talent development. Known for achieving top market metrics and successfully launching new locations, ready to leverage expertise for continued growth and enhanced customer engagement.
Overview
20
20
years of professional experience
Work History
Director of Retail Operations
Panera Bread
Raleigh, NC
09.2019 - Current
- Led cross-functional teams to enhance customer experience and service efficiency.
- Evaluated performance metrics of market's 10 cafes to identify opportunities for process improvements, sales growth, and cost reduction.
- Evaluated employee performance regularly, offering constructive feedback and tailored development plans to drive continuous improvement in results.
- Drove market metrics to reach Top 10% in the company.
- Successfully opened 5 new locations.
- Trained and mentored 3 Directors.
- Facilitated Inaugural Top Talent Program in the Region.
Delivery Operations Manager
Panera Bread
Atlanta, GA
07.2017 - 09.2019
- Facilitated the rollout of the delivery program in the Atlanta market, from training of 22 cafe's Managerment teams, to the hiring, onboarding, legal compliance and training of the delivery team.
- Streamlined delivery processes to enhance operational efficiency and reduce delays of 13 cafes in my market.
- Developed training programs for staff on best practices in delivery operations.
- Created marketing strategies for building sales in each delivery map.
- Set performance targets for the team, monitoring progress towards goals and addressing any gaps or areas of improvement proactively.
General Manager
Panera Bread
Lithonia, GA
09.2015 - 07.2017
- Created a people-driven culture where I decreased turnover by 60%, while developing a team of 30 associates, 8 certified trainers, and 3 new Managers.
- Maintained a Guest-first environment where Satisfaction Surveys improved by 12%.
- Managed financial performance through accurate forecasting, strategic diagnosis of gaps, and strong ability to create action plans that drove results maximize profitability. Increased Controllable Profit by 10%.
- Cafe was working through Training Certification when I was promoted to Delivery Operations Manager.
Dual Unit Managing Partner
Johnny Carino's/Carino's Italian Grill
East Point, GA & Columbus, GA
08.2006 - 09.2015
- Directed operational strategies to optimize restaurant performance and enhance customer satisfaction of 2 restaurants.
- Implemented cost-control measures to improve profitability while maintaining high service standards, reducing food cost by 6%, labor cost by 4%, and increasing sales by 13%.
- Trained all new Managers for the company, including 2 GMs and 6 Assistant Managers.
- Enhanced employee engagement through initiatives focused on training, development, and recognition programs, reducing turnover from 140% to 80%.
- Created marketing strategy for catering for both cafes to drive additional sales.
- Conducted regular performance reviews for staff members to ensure alignment with company goals and foster professional development.
Education
Economics
University of Georgia
Athens, GAEconomics
University of North Carolina
Greensboro, NCSkills
Talent development
Enhancing performance
Assessing interpersonal dynamics
Relationship Management
Innovative problem resolution
Long-term strategic planning
Strategic visioning
Strong business insight
Organizational efficiency
Driving performance improvements
Timeline
Director of Retail Operations
Panera Bread
09.2019 - Current
Delivery Operations Manager
Panera Bread
07.2017 - 09.2019
General Manager
Panera Bread
09.2015 - 07.2017
Dual Unit Managing Partner
Johnny Carino's/Carino's Italian Grill
08.2006 - 09.2015
Economics
University of Georgia
Economics
University of North Carolina