Customer Service Manager
Resume:
MICHAEL WAGERS
***** **********, ********, ****** *****
***********@***.***
CAREER OBJECTIVE
A career opportunity in a director-level operations management position, utilizing impeccable skill in territory account
management and business development, supporting a forward-thinking, innovative organization, utilizing general management
experience including support of new product roll-outs, marketing, human resources and account management.
SUMMARY OF QUALIFICATIONS
Self-motivated, organized and detail-oriented general and administrative business management professional with over 22 years of
extensive experience in in-house and field operations, sales, account support and employee management. Highly effective in
managing new business development opportunities and motivating departmental teams to achieve and exceed revenue goals.
Experienced in the areas of:
New business and financial planning Restaurant operations and general management
Product marketing and launch activities Documentation and sales reporting
Methods and procedures implementation Account and customer presentations
New market and territory management Employee training program creation and delivery
Customer service management Account team management
Strengths include a participative leadership style, expertise in complex problem resolution, extracting and applying
organizational potential, developing strategic product implementation plans, best practices, and effectively managing
fast-paced operational environments.
Ability to utilize leadership in strategic coordination, implementation tactics, leadership of new project planning,
strategic coordination, departmental action plans and managerial efforts to grow and recognize the organization as a
leader in innovative products and services.
Skilled at presenting organizational change initiative ideas to managers and executive management utilizing sound
judgment and anticipation of implementation impacts to the organization.
Possesses excellent verbal and written communication skills utilized in interactions with employees and customers.
Recognized for public-speaking skills.
Act as mentor as well as manager for employee and account teams.
Skilled in a wide variety of computer applications and industry-specific software, including; Microsoft Office Suite,
Point-of-Sale, and industry-specific software applications.
KEY ACCOMPLISHMENTS, ACHIEVEMENTS & CERTIFICATIONS
Consistently meet and exceed revenue goals year after year for Applebee’s Restaurants.
Chosen to participate in Applebee’s ‘Transition to Area Director’ Training Program.
Managed over 60 store accounts for the high-profile cosmetics line, Clarins, and in both the New York City and
Cincinnati regions.
Significantly increase marketing and brand recognition by entering into new, and advance existing, products and
services, enhancing revenue, building interest and presenting enthusiasm in new and existing territories.
Evaluated on financial and customer service performance for Applebee’s Restaurants. Successfully applied financial
expertise to perform accurate costing estimates and revenue forecasting for restaurant.
Effectively resolve customer service issues, resulting in customer loyalty.
Involved in budget forecasting plans and sales and marketing programs. Consistently increased revenue for store.
Business writing expertise, including developing and implementing new methods and procedures documentation.
EDUCATION & AWARDS RECOGNITION
Baker University, Baldwin, Kansas – Basketball Scholarship – 1987
Cloud County Community College, Concordia, Kansas – Basketball Scholarship – 1985
Applebee’s Awards & Certifications including Food Safety, Alcohol Safety, Sales, Customer Retention and Operations
Applebee’s Restaurant - Area Director in Training
Michael Wagers 2 of 2
EMPLOYMENT HISTORY
APPLEBEE’S RESTAURANT SERVICES, INC., Olathe, Kansas 1997 Present
Founded nearly three decades ago on the principals or exceptional value and family interaction, Applebee’s Services, Inc. operates
what is today the largest casual dining restaurant chain in the World. This prominent restaurant draws a customer audience from all
walks of life, and continues to grow and prosper, with over 2000 stores.
General Manager
Developer of effective internal control methodologies and consistently operate within budget.
Managed Training Unit and was chosen as a high-profile Innovation Test Store during tenure.
Interact and train company franchise managers, including International restaurant managers, regional area
directors and executives.
Chosen specifically to train International management and executives including Applebee’s Chief People Officer.
Quality Assurance Testing manager for restaurant equipment, products and menu.
Train new employees on excellence in food and service standards.
Designed and implemented the successful Applebee’s Catering Service.
Consistently recognized by upper management as top performer. Chosen to attend the prestigious ‘Transition to
Area Director’ Training Program.
Maintain and apply the most current restaurant technology applications.
Revise, implement and standardize departmental methods and procedures; increased customer service ratings
while improving the professional image of the organization.
Consistently recognized by management for delivery of on-time and on-budget marketing product roll-out that
result in additional orders and revenue.
Schedule, oversee, monitor and mentor over 60 employees.
Control work-in-progress, ensure accurate financial forecasting, and monitor outstanding customer services
issues to resolution.
Knowledge of field start-up & training initiatives, including standardized methods and procedures. Direct, train
and supervise personnel.
Perform inspection, diagnosis, and troubleshooting of operational restaurant equipment, hardware and software.
Work effectively in fast-paced environment. Utilize sound judgment and make management decisions for
customers and employees under-pressure.
Provide superior professional and courteous customer service by utilizing interpersonal skills to provide timely
resolutions to client concerns.
Restaurant technology (Point-of-Sale Terminal, HR, Payroll Software, Microsoft Office) expertise.
1995 1997
WOLF CREEK GOLF LINKS, Olathe, Kansas
Now 41 years old, Wolf Creek Golf Club remains one of the most distinguished golf clubs in the Midwest.
Food and Beverage Manager
Complete responsibilities for food, beverage and catering for up to 400 people.
Managed six employees.
Prepared menus and oversaw all cooking activities and presentation.
Served high-profile clientele, including top Kansas City athletes.
1989 1990
CLARINS COSMETICS, New York, New York
At the beginning of th1970’s, Clarins Cosmetics spread internationally with the cosmetic line’s first exclusive contracts. The company
has grown into one of the premiere exclusive lines of skincare and make-up in the United States, and has product presence in over
150 countries.
Account Executive
Managed drug store accounts in very select markets, Upper West Side and East Hampton, New York.
Responsible for training the Clarins Cosmetics Line to store sales managers.
Territory manager for New York City, New Jersey and Connecticut.
Promoted to Cincinnati Region Account Executive in two years.
Managed Dillard’s accounts. Responsible for assuring all employees were completely engaged in products and
training.
References and Additional Information Available Upon Request
MICHAEL WAGERS
(913) 638 - 9642
18170 Canterbury, Stilwell, Kansas 66085
***********@***.***
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