NATHAN P. LORD
**** ****** **** **, *********, TN 37922 C: 864-***-**** acn3l0@r.postjobfree.com
Strategically focused and highly motivated leader with a track record of success driving
improvements in customer service, operations and profitability with proven ability in
problem solving, strategic planning, team sourcing and development.
Summary of Qualifications
3+ years experience multi unit management of a $10M portfolio of 22+ locations.
6+ years progressive retail management experience focused on efficient and profitable
operations, sourcing and developing strong teams of 30 employees and delivering
consistent results for key business metrics.
18 years progressive experience in management, customer service, inventory
management, training and leadership.
M.S. in Management completed in 2006 while working full time.
Proven people person who can adapt leadership and communication style to audience
to not only achieve business results but also to build strong self motivated and
successful teams.
Professional Experience
Starbucks Coffee Company 08/2005 to Current
Knoxville, TN
District Manager, 2/2012-Current
Store Manager, 11/2007-2/2012
Assistant Manager, 2/2007-11/2007
Barista and Shift Supervisor, 8/2005-2/2007
District Manager, Retail
Multi-Unit Manager of a $10 Million portfolio comprised of 22 Starbucks Coffee locations
operated by 7 different licensed organizations across 5 industries (Retail, grocery, higher
education, travel and hospitality.) Developed partnerships and inspired leadership within each
licensee organization to influence change, achieve mutual goals and increase profitability.
Consulted, supported, and coached Licensees to obtain operational excellence and provide a
fast friendly customer experience. Analyzed reports, customer surveys, and visit observations
to strategically plan calendar and tactics to meet each business’s need exceeding Starbucks'
sales projections.
Driving 8% revenue growth annually, product quality and profitability by providing
strategic consultative support and service.
Achieving 90%+ annual average in Ecosure audits and consistent operational
excellence and Quality Assurance Assessments by creating implementation plans to
support execution of key initiatives.
Earning 85%+ Customer Satisfaction scores across district annually by focusing on
customer facing behaviors, improving efficiencies and driving product quality.
Influencing store management teams to take urgent action in identifying problems
and opportunities for improvement then applying effective solutions.
Leveraging performance coaching when standards and goals not consistently
achieved
Creating and Leading strategic business reviews and marketing plans
Lead the growth of the Knoxville area market by 8 stores since 2012
Store Manager
Managed and operated Starbucks store with a focus on customer service and providing the
Starbucks Experience through team work. Led store to record growth year over year for over 4
years with high level training and customer engagement while maintaining superior cleanliness
and food safety guidelines. Coached and developed talent across area, motivating and
inspiring others to achieve store and personal goals.
Drove annual revenue growth by 30% over 4 years from $750,000-$1.1M annual
sales.
Achieved customer satisfaction of 95% Highly Satisfied FYs 2010-2012
Earned Cleanliness and Food Safety/Ecosure audit of 90%+ FYs 2008-2012
Developed strong team of leaders from which 6 former supervisors are current
Starbucks Store Managers.
Managed controllable costs such as inventory, labor and COGS to +/- 2% variance
to standard operating expectation FYs 2009-2012.
Held several Dual/Multi Unit Store Manager Assignments FYs 2010-2012
Key Team Member in developing Greenville, SC market from 3 to 15 stores, 2005-
2012
Recognized as Store Manager of the Quarter 3 Quarters FYs 2009-2011
Education
Master of Science, Management 2006
Southern Wesleyan University Greenville, SC
Graduated Top 5% of Class
Emphasis in Strategic Management and Organizational Development
Bachelor of Arts, Religion and Counseling 1999
Bob Jones University Greenville, SC
Who's Who, College and Universities, 1999
Leader various clubs and groups on campus
Community
Treasurer, Knox County Council PTA Current
President, West Valley Middle School Education Foundation Current