From Language Barriers to Leadership Roles

The Inspiring Journeys of Marlene, Luis, and Arnie at Pagliacci 

Though they arrived in Seattle separately and as strangers to each other, Marlene Tun-Gil, Luis Bibiano-Lopez, and Arnie Rosario shared more than just their Mexican heritage — they shared a desire to make a new beginning in a foreign land. They also faced the challenge of building a life in their new city with limited English proficiency. Coincidentally, each found their way to Pagliacci Pizza around the same time, embarking on a journey that would see them rise from entry-level positions to valued General Managers within the company. 

Marlene Tun-Gil: Leading with Heart on Mercer Island 

Marlene began her Pagliacci career 18 years ago, stepping into a role where she understood little of the language spoken around her. “When somebody asked me something, I always said yes,” she recalls with a laugh. Recognizing her dedication, Pagliacci sponsored English as a Second Language (ESL) classes for her during work hours. With improved language skills and support from mentors like Jeff Woodruff, Chief of Operations, and others, Marlene steadily climbed the ranks. 

After several years in leadership roles at various Eastside locations, Marlene was promoted to GM of the Mercer Island store, where she quickly made her mark. “When I arrived, they had a great team that just needed some leadership,” she says. “I told them, ‘I’m not here to boss you around. I’m here to help you be better at your job.’” By engaging each employee individually and setting clear expectations, Marlene transformed the store within six months. “Now, I don’t have any stress at work. Everything is cool. Numbers are good. Customers and crew are happy,” she smiles.  

“Marlene is a remarkable leader,” says Jeff. “She sets a high standard and inspires those around her. She’s one of the best we have.” 

Luis Bibiano-Lopez: Embracing Change at Ballinger 

Luis’s journey with Pagliacci began over two decades ago. Despite language barriers, Luis steadily advanced from shift leader to associate manager, with a stint in the commissary, and eventually GM at the Valley Street location. “Pagliacci gives everyone equal opportunity,” he says. 

Initially hesitant to leave his comfort zone at Valley Street, Luis embraced a new challenge this year at the Ballinger store. “When I accepted the change, I was a little nervous,” he admits. He credits Pagliacci for recognizing his hard work and offering opportunities for growth, including ESL classes and leadership training under Erin Galvin, VP of Human Resources.  

“Luis is one of the most kind-hearted, committed guys we have,” says John Clifford, Senior Director of Training and Development. “He’s developed strong relationships with his crew and is remarkably consistent. His commitment to quality has won him several company awards, and he’s even featured in a few tossing videos because he’s very, very good.” 

As the GM at Ballinger, Luis focuses on increasing sales and nurturing his team. “Training people is the key to success. That work never ends,” he says.  

Arnie Rosario: Building Community at Main Street 

Arnie’s path to leadership was marked by reluctance—and encouragement. Starting at Pagliacci in 2008 with no pizza-making experience, he was hesitant to take on managerial roles. “I didn’t want to do it and have people get mad at me because I ask them to do things,” he admits. But it was Marlene’s belief in him that spurred him forward. “She saw something in me that I didn’t see,” Arnie reflects. 

Working alongside Marlene as an associate manager, Arnie thrived. “We speak the same language, so we can understand each other,” he says. Later, when Pagliacci opened the Sammamish store, Arnie helped launch it as an associate manager. During this time, Pagliacci sponsored ESL classes for him, Marlene, and Luis. “It was only the three of us in the ESL class,” Arnie recalls. “The company paid us to go to school. Nobody else is doing that! It was so helpful.” 

With his improved English, Arnie was promoted to GM of the Main Street location, where he has built a close-knit, hardworking team. Over his time there, he’s hired several other Spanish speakers. “They respect me because of the way I work with them. I work alongside them, teaching them,” he says. “I tell my crew there are opportunities for them, and I’m here to help you.” 

Looking Ahead 

Marlene, Luis, and Arnie continue to inspire those around them. Marlene dreams big, half-joking with Jeff Woodruff about one day taking his job. Luis remains focused on growth, both for his store and his team. Arnie finds fulfillment in offering opportunities to others who, like him, started with little more than a willingness to work hard.  

They have become the mentors they once needed, embodying the very opportunities that helped them rise. As they continue to lead with humility and determination, they inspire a new generation of employees to overcome their own obstacles and reach for success. 

Their lives outside of Pagliacci are as rich as their careers. Marlene finds inspiration in her 12-year-old daughter’s beautiful singing voice, attending every choir concert with pride. Luis celebrates his son’s achievements in the classroom and on the football field and balances his time between work and family. Arnie dreams of one day returning to Guerrero to cultivate a farm, bringing his journey full circle.  

To read in Spanish, download the PDF.