FIELD SERVICE NEWSLETTER
March, April, and May 2024
FIELD SERVICE TO OPERATIONS
The field service program is designed for all members to be a part of a mentorship program and work on career development. We are excited to share another story of one of our field service members moving into their local operation.
QCD's Field Service team is pleased to announce that Chris Hebb, former Field Service Representative Supervisor, has been appointed to the role of Operations Supervisor at QCD Indianapolis. Chris was one of our first representatives and played a key role in the development of the program since launch. During his tenure with the Field Service team, Chris supported in onboarding and training new representatives while proudly representing QCD in our Indianapolis and Minneapolis markets. His interest in deploying operational excellence initiatives left a lasting impression with our associates and our valued restaurant partners and created a natural development roadmap into an operations leadership role. His customer-first mindset and willingness to learn set him up for success in his new role and we look forward to hearing more of his success.
In 2024 we’re looking forward to additional career stories to share.
improvements in 2024!
HIGHLIGHTS
Know Your Rep!
Darwin Mercado
• Market: San Antonio & Alburquerque
• QCD Service: 6 Years
• Field Service: 2 years
• Career Goals: Operation Supervisor/Manager, Field Service Supervisor, or Safety Manager
• Interesting Facts: Darwin has a keen interest in furniture upholstery and vintage items. He loves traveling, cooking, and spending time with family.
• Market: Denver
RESTAURANT VISITS
391+ Restaurant Visits completed in March, April & May
• QCD Service: 7 Years
• Field Service: 1 Year
• Career Goals: Field Service Supervisor or Human Resources
• Interesting Facts: Sacy has 20 siblings, and she is the middle child! She also loves to travel with her 3 kiddos and husband.
Christina Alcala Sacy Vue
• Market: Fontana
• QCD Service: 6 Years
• Field Service: 1 Year
• Career Goals: Operation Manager or Safety Manager
• Interesting Facts: Christina loves to travel, explore new things, and enjoys visiting Disneyland with her family.
CUSTOMER ENGAGEMENTS
As Chipotle's presence in Florida continues to grow, QCD's Field Service team recognized the need for more accessibility to representation in the marketplace and support with continuous improvement initiatives. To support this request the team familiarized Kenya, QCD Miami's Field Service Representative, on Chipotle operations and their customer profile. Since then, she's supported Jassy in deploying performance action plans that are leading to an upward trajectory in both quantifiable performance metrics and customer perception of service. We are confident that this structure will enhance our customer's experience and the development of our Field Service Team.
Chick fil A Apopka Visit
On Monday, June 18th, 2024, Apopka welcomed DC Operator Jamey Vance and a group of employees. The objective of the visit was to learn about the DC and their culture and what they do as a distribution company and how to strengthen our partnership. This is a way to allow restaurant staff to have a better understanding of what goes on at time of order selection. They learned about delivery readiness and how we can work together making each night a success. They learned about the importance of consistent inventory and check in processes. Jamey is excited to share the experience they had with other operators.
RESTAURANT RECOGNITION
Darwin would like to recognize the operators below.
“Our restaurants are thankful for the support they receive from Jassy. He is always diligent with communication to staff and keeping them informed about their deliveries and addressing any concerns.”
Chris Juarez, Store CF4910, for being an outstanding restaurant partner with the Albuquerque distribution center. In October 2023, Chris's restaurant was undercharged for a whole pallet of product. When the distribution center discovered the mistake almost eight months later, Chris and his team promptly acknowledged the error. They were very understanding and honored the charge, despite the significant time that had passed since the mistake occurred. For this reason, we would like to commend Chris Juarez for his exemplary ownership and partnership with QCD Albuquerque.
Darwin has worked with David Baily since Chick-fil-A launched in San Antonio in 2019. David, along with the late operator Kevin Sharp, who passed away in early March of this year, has significantly contributed to my understanding of restaurant operations. They have partnered with me to improve service not only for their store but for other stores in the area as well. Their support has been instrumental in my growth, both in Customer Service at the distribution center and in my role as a field service representative. I would like to recognize David and Kevin for their partnership. Despite any hiccups with deliveries and products, they have always been understanding and committed to ensuring mutual success.
What the team will focus on over the next two months:
WHAT IS FIELD SERVICE?
• Performs restaurant visits 2x annually
• Maintains high after visit survey scores
• After customer escalation resolution support
• Identify trends with customer opportunities
• New restaurant opening ownership
• Customer KPI reporting
• Restaurant credit analytics and follow-up
• SWAT support (initiatives, launches etc.)
• Delivery observations
• Restaurant & driver recognition
Shannon Dominguez Field Service Rep OPEN POSITION Field Service Rep Charlotte
JASSY ELIE Field Service Lead
CHRISTINA ALCALA Field Service Rep
STEFFANIE BLOUNT Field Service Rep
DARWIN MERCADO Field Service Rep
KENYA SUMMEROUR Field Service Rep
SACY VUE Field Service Rep