Customer Service Manager

Kevin L. Henderson

**** *********** **** ****** *******, GA 30127 Cell: 678-***-****

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

GEORGIA INSTITUTE OF TECHNOLOGY Atlanta, GA

Education

BS - Industrial Management 1987

Concentration Areas: Finance, Accounting, Marketing, Economics, Statistics

Fifteen years of experience leading national restaurant organization in building

Value Offered

sales, employee retention, and employee training. Strong command of business

protocols and experience conducting business with vendors. Expert team builder,

negotiator, trainer, and profit/loss strategist.

Staff Development

Key Skills Team Player

Budget Development

Recruiter

Budget Monitoring

Analytical

Inventory Control

Committed to a Customer Service

Career

WAFFLE HOUSE, INC. Atlanta, GA

Progression

Unit Manager (1995-1998, 2004-2011)

Responsible for all aspects of operating a 24 hour/365 day restaurant.

Duties included meeting company goals for food costs, operating costs,

and payroll; coordinated hiring and training of all personnel by

monitoring daily progressions of grill operators and salespersons; handled

all scheduling based on sales objectives and staffing requirements.

Training Manager (1997-1999)

Spearheaded extensive 12-week program for manager trainees by

following a daily regime of guidelines from front- to back-end

management strategies taking trainees from current role of salesperson to

future role of unit manager. Guidelines included introducing company

strategies and philosophies of customer service, food preparation,

operations controls, and staff retention.

District Manager (1999-2002)

Concentration on overall operations controls and profits through multi-

unit weekly budgets with unit managers on food, payroll, and operating

costs. Multi-unit goals were based on daily and weekly scheduling

guidelines for payroll. Monitored and maintained food costs through

audits and inventory controls, and weekly budgets. Management goals

established and discussed both daily and weekly for maximum

profitability.

Senior Operator (2002-2004)

District Managers demonstrating the ability to consistently perform and

exceed established company goals are given the opportunity to operate a

company unit as a franchise. This position adheres to strict corporate

guidelines and reports to the Area V.P. During this tenure my

achievements included:

• Top Sales for 12 consecutive weeks

• Successfully trained 6 unit managers – 3 became District

Managers

• Successfully increased profits and staff retention in 5 different

Units

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