Sotapop Resume


	Joel H. Satovsky, Owner/President
	Results-oriented restaurant consultant with eighteen years of in-depth experience in the hospitality industry. Skilled in developing relationships that increase customer retention, loyalty and reduce operating expenses. Strong communicator with expertise in process improvement and project management. Interfaces well with all levels of personnel.
Education		Tools/Skills
1993 - MBA: Hospitality Administration Golden Gate University, San Francisco, CA 1989 - BSBA: Marketing Management University of Denver - Denver, CO		Customer Relationship Management Databases (Remedy) Networking (TCP/IP, Netbeui) Scopus/Oracle experience Microsoft Products (Access, Excel, Word, Visio) Internet (HTML webpages, Java, FTP, Telnet) Project Management Quick Books Touch Screens PC (DOS/Windows/ NT/2000/XP) Macintosh Platform Familiarity C & C++ programming Systems Analysis Unix Cisco technology A+ Hardware Networking + SQL
Technical Certifications
2002 - Certificate: Total Quality Management City College San Francisco 1999 - Certificates: A+, Networking+, Microsoft Certified Professional - National Exams 1999 - Certificates: Networking/Telecommunications, Computer Programming, Unix/Open Systems - City College San Francisco
Professional Experience
Sotapop Consulting, San Francisco, CA Owner, 1995 - Present Sotapop Consulting provides management consulting services to startup and turnaround food service. Account management and relationship accountability to principal of business. Currently developing opportunities in Networking/Telecommunications. Increased sales and customer base by 300% through creative marketing and targeted promotions, which resulted in increased revenue of $250,000 per year. Developed and implemented efficient accounting systems that integrated with the company touch screen inventory module that allowed for a more accurate procurement process. Established non-liquor procurement system for food service facilities in the San Francisco Airport which resulted in 100% availability of goods, increasing customer satisfaction. Instituted sanitation standards and loss prevention techniques, which ensured regulatory compliance. Developed and implemented functional job descriptions and standards, which increased employee productivity by 30%. Krutman Electronics / East Bay Point of Sale San Francisco, CA / Oakland, CA Lead Technician / Trainer, 1997-present Krutman Electronics & East Bay Point of Sale provide cash registers, surveillance, and touch screen systems to the hospitality industry. Responsible for project/account management in Bay Area restaurants as well as post-installation sales opportunities. Design, installation, and technical support for DOS and Windows-based data networks. Provide product demonstrations and recommended solutions to increase sales. Train staff and provide technical support for Cash Register and Touch Screen Systems. Develop menus for implementation of automated equipment with owners and staff. Integrate credit card systems with external vendors. Integrations were managed from inception through completion managing all phases of project management. Excite@Home, Redwood City, CA Manager Partner Support Relations, 1999-2002 Excite@Home was the world's leading provider of broadband access services for residential and business customers with over 4.2 million subscribers. Project management of the launch and ongoing technical support of Cable Partners Tier I Customer Contact Centers throughout the Excite@Home Community. Ensured Account Relationships received all necessary tools, documentation and training to successfully support the Excite@Home residential service. Managed Tier 1 escalation contact rates through rapid growth (1-4Million subscribers). Designed/implemented new Tier I operational model, which reduced contact rate by 68% & annual expenses by $1.3 million. Achieved extraordinary level of customer satisfaction with Cable Partners. Instrumental in retaining key accounts. Developed and implemented project plans for new Customer Service Contact Centers. Assist accounts in opening of twelve Customer Care Centers within seven months. All Customer Service Contact Centers were opened on schedule, with a minimal negative impact on customer satisfaction. Analyzed cost caused by poor business processes and developed recommendations to improve quality and reduce expenses. Developed and delivered presentations to internal/external audiences. Active participant in Excite@Home Process Improvement Initiative Project, utilizing reliability and Six Sigma tools. Developed/delivered technology & customer service training which improved the customer experience/reduced expenses. Hospitality Experience – CA, CO, KS, MI, WY Multiple Responsibilities, 1985-1995 Held various positions of increasing responsibility in the hospitality industry while completing education. Provided leadership and direction to hospitality staff of up to twenty direct reports. Responsibilities included all aspects of performance management, staff scheduling, training, inventory control and bottom line profit and loss accountability. Employers included: America’s Pizza Café, Appeteaser Café, Best Western, Benihana, C.A. Muer Corporation, Camp Nahelu, Chi Chi’s, Door2Door Delivery, Host/Marriott, Marriott, Morrison’s Corporation, and Wyatt Cafeterias