Wadhan Haroon
Vienna,VA
Summary
Customer-focused operations specialist with 3 years of progressive experience at illycaffè, advancing from intern to specialist while managing quality operations and partner relationships across the DMV market. Skilled in account retention, training, and portfolio growth, with a track record of re-signing key accounts, conducting 500+ quality audits, and generating over $250K in additional sales. Recognized for building strong partnerships, improving operational standards, and supporting high-volume client programs.
Overview
3
3
years of professional experience
Work History
Specialist - Training and Quality
Illy Cafe
Washington DC
02.2024 - Current
- Promoted to a full-time role with illycaffè, overseeing 150+ client accounts across the DMV region, ensuring consistent brand standards, quality control, and operational efficiency.
- Conducted 500+ quality audits and account visits, improving product consistency, equipment maintenance, and customer experience across partner locations.
- Retained key business by re-signing 30 accounts in two years, securing $500K in recurring revenue.
- Delivered 30+ professional training sessions annually for partners and staff, helping Washington, DC emerge as a model market for quality standards and high-volume sales performance.
- Drove $150K in new portfolio sales, contributing to $250K in total incremental revenue and helping the region exceed annual sales targets.
- Partnered closely with sales and technical teams to coordinate service, training, and operational support for a large multi-account territory.
Quality Auditor
Illy Caffe
Washington, DC
07.2023 - 02.2024
- Working as a Quality Auditor for Illy caffe in the Washington DC area, under the direct supervision of the regional sales manager. Performed Quality Audits at 15+ cafes, restaurants, and hotels per week. Ensured that premium coffee was being served required by Illy standards. Filled out quality audit forms and reached out to owners/managers informing them of the business’s service. Provided insights and techniques to make their service and coffee better and answered questions and solved any problems that were being faced.
- Providing the clientele training, which included techniques to steam milk for cappuccino, and latte. Which enabled them to increase their drinks quality and increase their customer satisfaction level. Routinely Interacted with food and beverage/ café managers from accounts like World Bank, and Marriott to ensure Illy standard procedures were being followed and hygiene/cleaning procedures were being maintained.
- Performing weekly reviews with the regional sales manager, discussed weekly plans ahead of time to ensure every account was catered and quality audits were performed on time. Made sure that every account had received feedback. Installed the cold brew machines at different accounts and showed the managers on how to replace the coffee in the machine to make sure that the coffee being served was of Illy standard quality.
Administrative Assistant/Intern
The George Washington University, School of Business Office of Instructional Design
Washington, DC
08.2023 - 08.2023
- Provided Insights on Marketing Courses, beta test the course that was created by checking and analyzing the content and making sure it was up to par. Counter-checked the online course with the actual book and came up with recommendations to make the course better and how more tech advancements could help the course. Furthermore the course was given a go ahead and ready for the students.
- Scheduled meetings and managing Monday.com for my supervisor. At the beginning of every shift, I updated Monday and classified tasks according to their importance and kept my supervisor updated. created to-dos, multiplate working modules that kept track of tasks and schedules. Through these I was able to make multiple modules and classifications and addition of timelines, because of which tasks were achieved in a more efficient manner.
Intern
Illy caffe
New York
05.2023 - 06.2023
- Interned as a Sales Intern, working with the Sr. Director of sales Gruppo illy Products and National Accounts. Exclusively worked on the HORECA and United Airlines project and performed Quality Audits ensuring top quality Illy Café standards were maintained. Made Service calls to accounts in North America and ensured after sales and service quality was maintained and customer service was improved.
- Worked on classifying quality audits done at United airline lounges for the senior management so that data could be interpreted on excel files. Worked as a trainee quality auditor in New York city and helped improve quality standards of 20+ including hotels, cafes, and restaurants. Interacted with food and beverage managers to see if they were facing any problems and required training, through which I was able to enhance Illy's reputation as customer friendly and a reliable brand.
Education
Master of Science - Management
The George Washington University, School of Business
Washington, DC05.2024
Bachelor of Science B.S.C - Marketing
The George Washington University, School of Business
Washington, DC05.2023
High School Diploma -
ROOTS IVY INTERNATIONAL
Islamabad, F-8 CAMPUS, Pakistan05.2019
Skills
- Technical: Microsoft Office Suite (Highly Proficient), Social Media (Proficient), Google Drive (Proficient), Slack(Proficient), Canvas (Proficient)
- E-learning design
- Creative problem solving
- Planning and coordination
- Interpersonal communication
- Public speaking
Websites
SKILLS/ACTIVITIES
Languages: English (Fluent), Urdu (Fluent), Hindi (Fluent) Punjabi (Basic) Member
Timeline
Specialist - Training and Quality
Illy Cafe
02.2024 - Current
Administrative Assistant/Intern
The George Washington University, School of Business Office of Instructional Design
08.2023 - 08.2023
Quality Auditor
Illy Caffe
07.2023 - 02.2024
Intern
Illy caffe
05.2023 - 06.2023
Bachelor of Science B.S.C - Marketing
The George Washington University, School of Business
Master of Science - Management
The George Washington University, School of Business
High School Diploma -
ROOTS IVY INTERNATIONAL