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Manager Customer Service

Location:
Sugar Land, TX, 77479
Posted:
March 22, 2010

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Resume:

**** ******** ****** ****, ***** Land, Texas *****-6138 281-***-****

(M) ( Email: abm108@r.postjobfree.com

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Innovative Food Industry Leader

Operations Management ( Food Industry ( Profit Optimization

Business Development ( Community Service ( Local Store Marketing (

Employee Training

Succession Planning ( Leadership Development

Summary

Solution- and results-oriented leader with experience in strategic

planning, business forecasting, budget analysis, and controlling all

aspects of highly successful business units. Possess strong organization

and time management skills, along with the ability to be an influential

motivator, coach, and mentor to others. Ability to effectively communicate

strategic corporate mission, goals, and initiatives into tactical day to

day business operations.

Career History

Arby's

2006 - 2010

The Wendy's/Arby's Group, Inc. is the third largest quick-service

restaurant company in the United States. Arby's has a network of over

3,700 restaurants across the US and Canada. Arby's is known for freshly

sliced roast beef sandwiches and famous Market Fresh sandwiches, wraps and

salads.

Franchisee, Houston, Texas

Owned and operated 2 units in the Houston area.

. Headed the development of 3 units in 2 years (sold 1 unit after

development). This included finding development areas, negotiating

the lease, hiring engineers, architects, general contractor and

supervising the construction from ground breaking to receiving

certificate of occupancy.

Accomplishments:

. Recognized at the 2007 Arby's national convention for being one of the

top up and coming franchisees in the company.

. Chosen by Arby's Corporate Franchise Business Manager in 2007 to

become a training store to train new franchisees and their mangers in

all areas of the restaurant before they are permitted to open a new

unit.

. Vice President of Arby's Houston Co-Op; as member of the board,

evaluate marketing and advertising ideas/strategies for each quarter

as well as participate in meeting organization and management

. Selected as a member of the Arby's Summit Committee

. Selected by Arby's Corporate Office to represent the South region at

quarterly meetings; discuss best practices and share ideas with other

members to help increase customer satisfaction, sales, and increased

unit profitability

Community Activities:

. Member, Arby's Charity Tours Golf Committee

. Fundraising Volunteer, Big Brothers and Big Sisters of Houston;

mentoring of children in need

Luby's Cafeteria

1987 - 2006

Luby's operates 95 restaurants in Austin, Dallas, Houston, San Antonio, the

Rio Grande Valley and other locations throughout Texas and other states.

Luby's provides its customers with quality home-style food, value pricing,

and outstanding customer service. Luby's stock is publicly traded on the

New York Stock Exchange (NYSE: LUB).

Luby's Career Summary:

. 1996 to 2006 - Promoted (and transferred) to Houston, Texas as General

Manager. Opened a new store in the medical center and museum district

area.

. 1994 to 1996 - Transferred to open a new market in Hattiesburg,

Mississippi and worked until 1996 as Associate Manager

. 1992 to 1994 - Promoted to an Associate Manager in Deerbrook Mall

store and served in that role until 1994

. 1991 - Promoted to Senior Manager in 1991 after only 4 years of

service

. 1990 to 1991 - Transferred to a new store opening in Humble, Texas

(Deerbrook Mall) and worked as a 3rd Manager from 1990 through 1991

. 1989 to 1990 - Transferred to Tyler, Texas and was promoted to a 3rd

Manager. Stayed at this unit from March of 1989 until March 1990

. 1998 to 1989 - Transferred to Little Rock Arkansas to open a new

market. Worked as a 4th Manager at this unit from July 1988 until

March 1989

. 1987 to 1988 - Transferred to my first unit in San Antonio as a 4th

Manager in 1987. Held this role from June 1987 until July 1988

. 1987 - Career with Luby's began in San Antonio as an Assistant Manager

Accomplishments:

. Managed current store to be one of the Top 5 net profit stores in the

company period after period, including Top Store in the Houston

Market.

. Operated store with 64 employees to over 1,600 days accident free.

. Chosen by Area Vice President to assist other units in reducing labor

costs by cutting unnecessary hours by employees. Units have shown a

reduction in labor from an average of 31% down to 26%.

. Selected to the Food-To-Go Team due to outstanding sales in my unit.

Reduced the cost of packaging, increased sales, speed of food

expedition, car movement, and over all customer satisfaction.

. Designated as a Test Store for new products, computer programs, and

any new company initiatives for future store improvement.

. Selected to assist Corporate, out of 135 General Managers, in

improving systems in place within stores such as inventory, ordering,

and scheduling.

. Selected by Area Vice President to assist Managers in improving their

overall standings in the company as well as the community: sharing of

best practices and local store success strategies.

. Selected as a Satellite Store, due to success in training store

employees for promotional opportunities, to help train new hires for

management. Manager in Training Program (M.I.T. Program). Assisted in

the development and training of regular hourly employees to become a

stronghold in our management staff.

. Recognized at company-wide Manager's Meeting for maintaining the

second highest Food-to-Go percentage out of 135 stores at 28%.

. Selected to cater a full service sit down diner for 800 delegates

including Mayor Lee Brown and Carl Lewis, after several successful

catering events with Texas Southern University. Total profit was over

77%.

. Experienced in Butchering, Range Cooking, Vegetable Prep, Pastry and

Breads, Salad Prep, and Customer Service Specialist.

Community Activities:

. Provided Pre-Game meals for men and women's athletic programs:

University of Houston Texas A&M

Rice Kansas

TCU South Florida

Texas TSU

. Donated meals for Church and School Functions.

. Allowed radio stations to use my facilities for promotions to the

community.

. Supported and partnered with the Ronald McDonald House.

. Participated in training the community of 3rd Ward with new Voting

Machines.

Honey Baked Ham Company

1986 - 1987

HoneyBaked Ham has been in business for more than 50 years, operates over

400 retail locations, and has an unparalleled reputation for delivering the

world's best hams.

Assistant Manager, Houston, Texas

Managed the production of Hams in the morning, which consisted of smoking

the Hams, spiral cutting, glazing, and packaging them to be sold. Managed

store employees and assisted with product sales. Responsible for daily

store closing, bookkeeping, and product inventory

College Positions

1982 - 1986

While attending college, and taking a full course load, worked as a night

manager for both Novorozky's and Jason's Deli. Managed ordering,

accounting, hiring, inventory, and closing out the register. Worked

throughout college.

Novorozky's Hamburgers, Etc.

Manager, Beaumont, Texas

Jason's Deli

Manager, Beaumont, Texas

Education

Lamar University, Beaumont, Texas

BS, Communications

Activities: Social Chairman, Head of Standards Committee, Sweetheart

Chairman, Sigma Phi Epsilon Fraternity, Alpha Chi Omega Big Brother and

variety of Intramural Sports

Certifications and Professional Affiliations

Certifications:

. Certified City of Houston Food Service Manager

Professional Affiliations:

. Member, Houston Restaurant Association

. Member, Houston Convention Bureau



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