Customer Service Manager
Resume:
Keith Culbert
Kennesaw, GA *0152
Home: 770-***-**** ************@*********.*** Cell: 770-***-****
OPERATIONS AND MANAGEMENT EXECUTIVE
Visionary, seasoned and results driven business leader with proven success
in explosive growth organizations. A successful and proven track record in
building and leading multi-functional teams in management. A critical
thinker and negotiator who can apply extensive knowledge to improve both
bottom and top line performance. Outstanding problem solving, analytical
and decision making skills. Diplomatic and tactful communicator across all
levels within organizations with skills to inspire workforce to reach their
full potential and aspire for greatness. Excellent team building skills.
Talent for developing and implementing people and business processes.
Additional qualifications include
Multi-unit Operations Market Analysis and Segmentation
Strategic Planning Process Improvement
Budgets, Forecasting and Cost Market and Territory Expansion
Control
Distribution and Logistics Recruitment and Retention
Start-up Operations Team Building
Employee Development Sales and Marketing Management
CAREER ACCOMPLISHMENTS
RESTAURANT TECHNOLOGIES INC. (RTI), Eagan, MN. 1997 - 2009
Provided one of a kind bundled distribution, equipment and service to
restaurants and food service operations across North America. One of the
original founders of business, which grew from a business plan and start-up
with 6 original employees to over 600 employees with annual sales over
$300M. Successfully directed the start-up of 36 operation centers across
the United States. Inc 500 award winner and 8 time Business Journal 50
fastest growing Company award recipient.
Director, Operational Processes 2008 - 2009
Key driving force in the overall success of RTI's Management Operating
Systems (MOS). Successfully achieved and maintained consistent standards
of performance, ensuring timely / program implementation at operation
centers. Proven leadership in developing business systems from selection
through deployment.
. Successfully implemented and trained new and experienced managers and
management teams on all aspects of RTI's MOS, achieving a 20.1% saving
target.
. Ensured appropriate deployment and utilization of all processes by
reviewing, measuring and auditing, exceeding 2009 goals.
. Strategically enforced and communicated RTI's Quality Assurance (HACCP)
program to insure the safe handling and distribution of products to
customer.
. Conducted safety audits, trained managers and held safety meetings with
compliance to company and federal (OSHA) standards.
. Initiated leadership change, creating an environment that promoted
teamwork, continuous improvement and high standards of customer service
with customer service levels increasing from 81.8% to 88.3% in 14 months.
. Established a culture throughout the organization which valued a high
level of accomplishment and effort.
. Developed, wrote, communicated and enforced company policies and
procedures.
. Established a KPI reporting system to develop areas of opportunities and
track performance.
Keith Culbert Page Two
RESTAURANT TECHNOLOGIES INC. (RTI) (Continued)
Director, New Market Development 2001 - 2008
Developed, introduced and launched successful new markets for operation
facilities across North America.
. Formulated an expansion and profitable model for implementation of all
operation facilities, opening 36 facilities in major US cities.
. As a member of the Executive Team, presented plans, timelines and
progress on a weekly and monthly basis.
. Instrumental in setting up regional operations and acted as the Regional
Manager for the West for 3 years, Regional Manager for the Northeast for
1 year and the Regional Manager for each new facility for the first 6 - 9
months after opening.
. Successfully managed 500,000 square feet of operation facilities, working
with realtors, local government and local General Managers at each
facility.
. Effectively negotiated leases, prepared market comparisons, analysis
reporting and market strategies, saving the company $500M+.
. Created and implemented a team of specialist to open new facilities with
proven success conceptualizing and executing solutions to challenging
situations.
. Effectively hired, trained and directed all personnel at each new
location, earning a reputation for recruiting, screening and hiring top
talent, many of whom ultimately moved to greater levels of
responsibilities within the company.
. Developed and managed P&L performance for the facilities with local and
regional EBITDA goals.
. Provided ongoing facilitative role to further enhance effectiveness.
Director, Operations 1999 - 2001
. Successfully directed the first 10 operation facilities, including Sales,
equipment installations, distribution and customer service with a total
of 165 employees and $68M in budgeted annual sales.
. Instrumental in hiring and training all new General Managers as company
expanded into additional regions.
. Successfully implemented new business strategies that improved work flow
processes and employee morale.
. Effectively directed all aspects of Operations, supporting major national
accounts such as McDonalds's, Wendy's, Albertson's, White Castle,
Landry's, Applebee's and many more.
. Established continuous improvement plans and best practices to drive
operations improvement, seeing an 11% improvement the first year.
. Setup distribution processes and model for all facilities. Formulated an
emergency plan for delivery equipment with documented standard procedure
to support it.
. Directed strategic planning of many rollouts of key operation
initiatives.
. Developed priorities and goals for facilities, measuring outcomes and
rewarding them for success.
General Manager 1997 - 1999
ROYAL CROWN COLA, INC (RC), Columbus, GA. 1996 - 1997
Director, Logistics
TOM'S FOODS, INC., Columbus, GA. 1990 - 1996
Corporate Traffic Manager
EDUCATION
BS, Business Administration, Auburn University, Auburn, AL.
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