Management Customer Service

CHRIS LANE

**** ******* ***** • Dover, OH ***** • 330-***-**** • ***********.****@**********.***

D IRECTOR O PERATIONS

OF

Strategic Planning / Operations & Project Management / Technology Implementation

Energetic, results-oriented and adaptive, detail driven leader leveraging strengths of cross functional team

building, planning, training, multi-location project management and implementation, dispute resolution and

information technologies to direct and grow a variety of essential business functions. Goal oriented individual

with an exceptional work ethic and unparalleled ability to acclimate to new environments and concepts;

committed to accomplishment of organizational goals through the development of team consensus by actively

involving and delegating to all vested stakeholders. 11+ year progressive leadership background in the private

and military sectors. Excellent written and oral communication skills with a special aptitude for group

presentations; accomplished staff trainer and mentor, relationship builder and change manager. Hold a Bachelor’s

Degree in Political Science and Economics.

Core competencies include:

• •

Relationship Management Dispute Resolution / Negotiation

• •

Business Development Planning Training Program Development / Implementation

• •

Budget Development & Administration Process Enhancement & Change Management

• •

Information Technology Implementation Team Building / Consensus

• •

Personnel / Resource / Time Management Customer Service Oversight

P ROFE SSIONAL E XPERI ENCE

OPERATOR, BASEC Management Inc., New Philadelphia, OH, 8/2006 – 9/2010

Managed seven Franchise Wendy’s restaurants. Worked closely with ownership and management teams to

maximize the profitable growth of transactions and revenue. Developed annual business plans and executed those

plans at individual locations while maintaining organizational goals. Trained all levels of management teams,

implemented cost control measures to standardize and streamline operational activities among all restaurants.

Primary focus of problem solving to reduce controllable expenditures and implement tracking and management

procedures to achieve financial goals.

Initiated Capital Reinvestment program and web based learning process. Oversaw the testing and implementation

of several products, equipment and production processes, many of which became national implementations. Used

Microsoft Office suite and selected POS software. Selected accomplishments:

• Improved net sales 6.6% weekly by designing and implementing a strategic pricing initiative that

grew profitable transactions and minimized the impact of non profitable transactions.

• Established standardized process management among all stores where none had currently existed

resulting in cash accountability improvement from -2.3% to less than 1% as well as streamlined personnel

mobility.

• Led $250K IT/NextGen POS infrastructure update project; orchestrated historical data migration

to ensure continuous access to historical sales and transaction information.

• Developed a Management Continuous Improvement plan resulting in an overall external audit

score increase of 9% during FY2010.

DRILL SERGEANT, UNITED STATES ARMY, El Paso, TX, 7/2004 – 8/2006

Trained and developed initial entry soldiers in common warrior tasks and skills, provided for the health, welfare

and safety of soldiers and their families and developed and executed modern war fighting training doctrine.

Managed equipment and resources in excess of $10 million; served as unit Equal Opportunity NCOIC;

responsible for mandatory drug prevention program including sample collection/management, education and

training. Planned and executed daily training schedule including physical fitness, classroom education, tactical

skill development and proficiency testing. Selected accomplishments:

• Planned and implemented modern war fighting curriculum that was adopted Army wide resulting

in soldiers technically proficient and ready for unit impact within 30 days of arrival.

• Selected above peers on several occasions as the Drill Sergeant of the Quarter recognizing my

personal proficiency and abilities to train, lead and develop soldiers.

• Developed marksmanship training program that achieved Army proficiency standards while

reducing the use of more than 3,500 rounds per students saving more than $15 million dollars per training

year.

OPERATIONS SERGEANT, UNITED STATES ARMY, El Paso, TX, 11/1999 – 7/2004

Managed the daily training activities of an Air Defense Artillery Battalion consisting of five firing batteries and a

maintenance company. Executed duty requirements two pay grades higher. Interacted with unit command staff to

ensure support materials, planning and safety requirements were met. Inspected execution and quality of training

activities; maintained combat readiness certifications. Managed the upload and download of equipment in excess

of $500 million during 3 combat deployments. Responsible for the training and development of junior staff in the

management of battalion resources across multi-functional teams. Operated the battalion command center during

all training and war fighting missions; developed tracking and communication strategies to ensure

accomplishment of all given missions within critical timelines. Selected accomplishment:

• Recommended for the Bronze Star for my actions during Operation Iraqi freedom for exceptional

service and mission execution far above my current pay grade.

E DUCATION & C REDENTIAL S

Bachelor of Arts in Political Science and Economics, 1998

Hiram College, Hiram, OH

Emphasis in International Relations

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