Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Melissa Gibson

Penrith,Australia

Summary

Experienced Operations Leader with a proven track record in the QSR industry, specifically within a leading brand. Recognized for ability to effectively lead, coach, and manage high-performing teams, resulting in delivery of exceptional outcomes benefiting customers and the business. Known for exceptional people management skills, collaborative approach, problem-solving abilities, and strategic planning expertise. Adept at negotiating and ensuring projects are completed on time. Strong operations professional with a Masters in Retail Management from the University of Wollongong.

Overview

12
12
years of professional experience

Work History

Director of Operations Excellence

Pizza Hut Australia
06.2019 - Current
  • Manage the national day-to-day operations of the business, including physical and mobile sites
  • Lead, manage and implement operational excellence projects
  • improved operational efficiency by implementing new systems
  • Lead a national team to continuously improve Brand standards, compliance and scorecard results across and within the business
  • Ensure store visits and audits are completely within required expectations
  • Project Management: Deliver and implement processes and systems to ensure franchisees are set up for success
  • Deliver outcomes within time and quality expectations
  • Stakeholder Management: Manage relationships with internal and external stakeholders to execute the leading operations engagement approach
  • Operational management: Deliver day to day operational support to franchisees and provide sign off for operational activities for new sites
  • Implemented a national management system and order tracking tool across 270 sites within a 3-month period
  • Improved food safety compliance audit results from 19% to 82%.
  • Implemented a new Point of Sale (POS) system within 6 months
  • Developed a 'Food Truck' sales stream, resulting in over $600k in sales from ten events. Reaching crowds of over 1.5 million people
  • Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
  • Collaborated with senior management to develop and execute long-term corporate goals and objectives.
  • Mentored and coached team members to foster productive and engaging work environment.
  • Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
  • Increased customer satisfaction with detailed quality control checks, ensuring all products met stringent quality standards before release.
  • Fostered culture of continuous improvement by leading workshops and training sessions on best practices and innovative operational strategies.

Market Operations Manager

Pizza Hut Australia
07.2018 - 06.2019
  • Manage the day-to-day operations of the Equity side of the business
  • Leadership: Management of over 200 staff including Area managers and instore restaurant staff
  • Operational management: Manage the overall P&L for the Equity portion of the business, including inventory and labour costs to a budget
  • Operational Management: Completed payroll for 200 employees on a weekly basis
  • Operational Management: Develop sales and profit forecasting
  • Stakeholder Management: Collaborate with GMs in the business to deliver innovate marketing campaigns and plans for local stores
  • Improved overall compliance and audit results by 30%
  • Coached and developed multiple 4 Restaurant Managers into promotional roles in the head office

Area Operations Manager - Equity

Pizza Hut Australia
08.2017 - 07.2018
  • Lead and inspire the equity store network to build and maintain profitable operations and execute 100% Guest Experience
  • Training and Development: Complete regular store visits and provide onsite training and development
  • Leadership: Lead teams to deliver on operational key performance indicators, such as sales, profits, guest experience and compliance
  • Coach and Mentor: Coach and guide teams to continuously improve

Franchise Operations Consultant

Pizza Hut Australia
01.2017 - 08.2017
  • Provide support to franchise partners to help drive strategic plans in a commercial context
  • Leadership: Engage, lead, and motivate teams to achieve operational key performance indicators through regular store visits
  • Training and Development: Provide support and guidance on key business outcomes

Operations Specialist

Pizza Hut Australia
06.2015 - 01.2017
  • Developed and maintained operational procedures to ensure compliance with industry standards and regulations for food safety and brand standards.
  • Conducted regular audits across 270 stores ensuring compliance standards were met..
  • Fostered culture of continuous improvement by encouraging feedback and innovative ideas from all team members.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Provided operational support to new franchisees ensuring they are set up for success.

Franchisee

Pizza Hut Australia
10.2012 - 09.2015
  • Managed day-to-day operations, overseeing staff scheduling, inventory management, and financial reporting.
  • Coordinated successful promotional events aimed at increasing brand awareness and attracting new clientele to the franchise location.
  • Ensured compliance with all franchisor requirements, maintaining high standards in product quality and customer service.
  • Optimized staffing levels during peak hours to ensure optimal customer service while minimizing labor costs during slower periods throughout each day.
  • Collaborated with fellow franchisees on best practices sharing to optimize operations across multiple locations within the network.
  • Improved overall customer experience by consistently delivering exceptional service and promptly addressing any issues or concerns.
  • Fostered a positive work environment by addressing employee concerns promptly and effectively resolving conflicts as they arose.
  • Developed and executed local advertising campaigns to attract new customers and increase brand visibility within the community.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.

Education

Master of Retail Management -

University on Wollongong
01.2011

Skills

  • Leadership
  • Stakeholder management
  • Problem-solving
  • Communication
  • Training and Development
  • Coaching and mentoring
  • Project management
  • Customer focused
  • Adaptable
  • People development

References

To be provided upon request.

Timeline

Director of Operations Excellence

Pizza Hut Australia
06.2019 - Current

Market Operations Manager

Pizza Hut Australia
07.2018 - 06.2019

Area Operations Manager - Equity

Pizza Hut Australia
08.2017 - 07.2018

Franchise Operations Consultant

Pizza Hut Australia
01.2017 - 08.2017

Operations Specialist

Pizza Hut Australia
06.2015 - 01.2017

Franchisee

Pizza Hut Australia
10.2012 - 09.2015

Master of Retail Management -

University on Wollongong

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Melissa Gibson