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Manager Customer Service

Location:
Tarpon Springs, Florida, 34688, United States
Posted:
March 09, 2011

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Dennis P. Carr

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

Tarpon Springs, Florida 34688

(727) ***-****

Cell (813) ***-****

abhrg8@r.postjobfree.com

Senior Management

Resourceful, innovative professional with over 20 years General, Operations

and Business Development experience within a multi-region, multi-location

environment. Held P&L responsibilities. Expertise in initiating projects

and programs that boost efficiency and productivity while identifying new

avenues of business for the company. A Turnaround Champion with proven

skills in management, analysis, organization, strategic planning,

budgeting, research, training/mentoring, and improvement of operations

through policies that promote a team-based work atmosphere, creative

thinking, superior customer service and a positive effect for the corporate

bottom line.

Selected Responsibilities and Accomplishments

. Managed all aspects of 3 corporate multi-state regions encompassing

106 company locations, including development of business and marketing

plans, recruitment, hiring and training of staff, budgeting, P&L,

scheduling work and activities, establishing policies and procedures,

performance evaluation and motivation of employees.

. REDUCED OPERATING EXPENSE THROUGH REVIEW OF VENDORS AND SUPPLIES

PROCURED. IDENTIFIED INVOICING ERRORS AND NEGOTIATED NEW RATES AND

CONTRACTS WITH VENDORS BASED ON VOLUME THAT REDUCED INVOICES OVER

$158K.

. MANAGED CAPITAL BUDGETS AND PRIORITIZED WORK AND PROJECTS ALLOCATED

FOR REMODELING, UPGRADES, OR GENERAL REFRESHING OF COMPANY LOCATIONS.

SET UP AND COORDINATED THE RESOURCES FOR PROJECT SCHEDULES IN LINE

WITH CORPORATE GOALS.

. OBSERVED WORKFLOW OF EACH LOCATION AND PUT IN PLACE PROCESS

IMPROVEMENTS THAT ENHANCED QUALITY AND THE SPEED OF SERVICE TO OUR

CUSTOMERS. THIS HEIGHTENED PRODUCTIVITY LED TO REPEAT AND NEW

REFERRAL BUSINESS GROWING SALES REVENUE THROUGHOUT THE REGION.

. INCREASED PROFITABILITY THROUGH OBSERVATION OF MANAGERIAL

EMPLOYEE/CUSTOMER INTERACTIONS AND TECHNIQUES AT EACH COMPANY

LOCATION. ESTABLISHED STANDARD OPERATING PROCEDURES IN FINANCIAL

DOCUMENTATION, EMPLOYEE AND CUSTOMER RELATIONS THAT HELPED THE MANAGER

GROW HIS/HER BUSINESS.

. TESTED THE LATEST IN COMMUNICATION AND PRODUCTION EQUIPMENT ON A

REGULAR BASIS. KEPT THOSE IDEAS THAT LED TO HIGHER PRODUCTIVITY WHILE

ELIMINATING THOSE THAT REDUCED EFFICIENCY. ENSURED EACH LOCATION USED

STATE-OF-THE-ART METHODOLOGIES FOR ATTRACTING CUSTOMERS.

. ENHANCED EMPLOYEE MORALE THROUGH PROMOTION OF A TEAM-BASED WORK

ATMOSPHERE. PROVIDED ASSIGNMENTS OF INCREASED RESPONSIBILITY ALONG

WITH NEW TRAINING OPPORTUNITIES AND PERFORMANCE INCENTIVES THAT

ENCOURAGED A SENSE OF OWNERSHIP IN THE OVERALL OPERATION.

DENNIS P. CARR... PAGE 2

. Boosted productivity and sales revenue to the company through

development of a comprehensive training program for managerial staff.

Created curricula, handouts and delivered lecture, small group and one-

on-one instruction on proven techniques to achieve corporate

standards, while improving quality and speed of service.

. Reduced operating expense through review and restructure of location

procurement policies. Researched best practices and established new

standard operating procedures on the purchase and documentation of

supplies, and prioritization of budget expenditures.

. Brought consistency to each region by creating a new informational

tool to organize audit data. Historical data could now be accessed as

needed to determine if areas or equipment were in need of upgrade,

replacement or preventative maintenance.

. Observed and reviewed the managerial team of each company location on

an ongoing basis. Made changes in staffing and operational policies

as needed to ensure effective proactive management at each company

profit center.

. Initiated a formalized succession planning program to provide the

company with managerial candidates. Identified needed skill sets and

the strong suits of potential managerial employees. Provided

mentoring and cross-training opportunities to teach management skills

desired by corporate and our customers.

Experience

Burger King Corporation 1983 - Present

Facilities Leader

Company Business Manager

Top Key Performance Indicator Award

General Manager

Best of the Best Award

General Manager of the Year Award

Manager

Education/Professional Training

Business Management Coursework, Walsh College 1978 - 1980

AA, General Business, Macomb County Community College 1978

Additional coursework in Leadership, Management, Advanced Restaurant

Operations, Time Management, Team Building, Time Management, Conflict

Resolution, Team Building, Sales, Safety, Hazmat, Motivation, TQM, Six

Sigma, Sexual Harassment, Diversity, Labor Relations, Negotiation,

International Cultures, Budgeting, P&L, Leadership, and Presentation.

Member,

Able to Travel and/or Relocate



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