Customer Service Quality Assurance

RENEE W. WALKER

*** ******** *****

Newport News, VA 23608

757-***-**** (Home)

919-***-**** (Cell)

***********@*****.***

SUMMARY OF QUALIFICATIONS

Restaurant Management

Results-proven operations manager with 25+ years of leadership experience

and track record of success in improving business development,

profitability, service, and quality for multi-brand and multimillion-

dollar business

Responsible for inventory control, payroll, payment of invoices, food

ordering and scheduling

Hired, trained and supervised 30 to 40 employees in restaurant with home

delivery doing 1 million a year plus in sales

Identify and record product stability records, report data to appropriate

department for reconciliation and/or action to maintain quality and safety

standards

Establish food quality documentation system by writing and updating quality

assurance procedures

Regularly audit company procedures, property, and employees to ensure that

all good practices are being followed, which include development of

training of employees when needed.

Developing and updating quality assurance programs, as necessary, to ensure

the compliance of assigned products and associated processing facilities

with Company standards and specifications and government regulations

Budgeting, Forecasting, Financing, Staff Training, Mentoring, Coaching,

Full Profit & Loss Responsibility

Training and Development

Investigated all quality issues which includes testing product, analysis of

procedures, developing resolution, reporting information to necessary

departments and priority maintenance of records

Strong communicator and decisive leader with excellent analytical, team

building, and planning abilities

Trained newly hired assistant managers through an eight-week training

process

Supervised training of Restaurant General Managers (RGM) through an 8 week

training program

Implemented and teach training and certification programs

Hired and selected Restaurant General Managers

Certified managers on Customer Service Skills

Provided detailed coaching and recognition that improved the RGM's ability

to run excellent restaurants and deliver first-rate customer service

Field Service Specialist

Performed quality assurance evaluation to ensure restaurants were

performing to KFC and Multi-brand Standards

Regularly audit all devices and apparatus used to monitor and regulate

product temperature and quality

RENEE W. WALKER - Page 2

Field Service Specialist, (Cont'd)

Educated and trained managers and team members on food safety and cleaning

requirements

Analyzed and assessed food safety criteria within the restaurants

Provided written documentation on ways to improve overall restaurant

results

Traveled and responsible for 215 KFC restaurants throughout the state of

North Carolina

Performed duties with little or no supervision

PROFESSIONAL EXPERIENCE

DISTRICT MANAGER, Kentucky Fried Chicken (KFC), Raleigh, North Carolina,

November 2006-January 2012

DIRECTOR OF TRAINING, Kentucky Fried Chicken (KFC), Fayetteville, North

Carolina, August 2005- November 2006

FIELD SERVICE SPECIALIST, Kentucky Fried Chicken (KFC), Louisville,

Kentucky October 2002-August 2005

RESTAURANT GENERAL MANAGER AND TRAINING MANAGER, Kentucky Fried Chicken

(KFC), Newport News, VA, April 1984-October 2002 February 2012- April 2013

EDUCATION

Northeastern Business College, Weirton, WV, Certificate in Small Business

Management, 1984

Saint Leo University, Online. Working towards Bachelor Degree in Business

Management, 2015

AWARDS

Recognized for exceptional performance, outstanding teamwork, top performer

status and professional leadership in several different restaurants within

the corporation

Recognized by Restaurant News Magazine for "Outstanding Customer Service

Skill"

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