Customer Service Manager

JEFFREY H. IRRTHUM

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

Eagan, Minnesota 55123

651-***-**** – Home / 651-***-**** – Mobile

Email: abnq1x@r.postjobfree.com

SUMMARY:

An accomplished executive with over 24 years of progressive experience in all phases of general

management, development and execution of operational business plans, financial programs, and the

implementation of fiscally sound sales and marketing strategies for large multi-unit operations.

Successful at building and guiding passionate, cohesive, and motivated management teams; identifying

and managing risk; developing and implementing sound business and cost-containment practices; and

consistently meeting and exceeding corporate profit goals.

Both senior management and subordinates have characterized me as an excellent communicator and

motivator of staff; being innovative, resourceful, and persistent in achieving results; a hands-on leader

well able to manage, coach, and mentor diverse groups to outstanding success; and as a thorough

professional dedicated to profitably increasing revenues and sustaining corporate growth.

MAJOR CAREER RESPONSIBILITIES:

Have had full general management and profit/loss responsibility for guiding a $32 million multi-unit

region of a $100 million hospitality industry company including: operations, administration, financial

management, and all human resource functions; sales, marketing, and new business development;

merchandising and advertising programs; development and implementation of corporate policies and

procedures; strategic planning and profit improvement programs; purchasing, materials management,

and inventory control; capital equipment acquisition; site construction, fixturing, and all facilities

management functions; selection, management, and performance audits of subcontractors and vendors;

and customer service and support.

Additionally have been responsible for development and implementation of corporate and regional

training programs; writing and editing training manuals; creation and implementation of loss prevention

programs; all OSHA and government regulation compliance issues; development of JIT and Quality

Control programs; and the hiring, training, development, and motivation of key management staff. Have

managed staffs up to 700 and budgets as large as $42 million.

PROFESSIONAL CAREER HISTORY:

2008 – Present

WICKET ENTERPRISES, INC.

Personal Business

2000 – 2007 Regional Director of Operations

VILLA ENTERPRISES, VILLA PIZZA, Morristown, New Jersey

Villa Pizza is a $100 million division of international hospitality company. Initially hired in 2000 as a

District Manager, promoted in 2003 to

• Took an under performing $23,000,000 region to over $32,000,000 in annual revenues within 3

years, concurrently increasing pre-tax profits from $2,760,000 to $4,480,000.

• Implemented new operational and administrative procedures, developed a focused team

management concept, and initiated improved communication and staff training and support

programs. Result was to save over $6,000,000 in operational and labor expenses over a 3-year

period.

• Implemented an aggressive staff training program. Created testing and certification modules,

initiated a management development process, and developed the training curriculum. Result was

a 40% reduction in staff turnover, a more motivated management team, and a concurrent

$2,000,000 reduction in recruiting costs.

1999 – 2000 Director of Operations and Customer Service

LSG SkyChefs, Bloomington, Minnesota

A $45 million airline catering corporation (A Lufthansa Service Holding). Responsible for directing all

Minneapolis St. Paul International Airport terminal operations.

• Developed and implemented a quality control and audit compliance program to bring the non-

compliant Minneapolis St. Paul terminal catering operation into compliance with national and

airline standards. Improved quality from 89% compliance to 98% compliance within less than

one year saving thousands of dollars annually in airline imposed financial penalties.

1992 – 1999 Area Director (functioning as District Manager)

SBARRO, THE ITALIAN EATERY, Minneapolis, Minnesota

A $300 million restaurant chain operation. Responsible for all general management and operations for

10 restaurant units throughout Minnesota, Western Wisconsin, and North Dakota. Initially hired as a

unit General/Training Manager, promoted in 1994 to Area Director.

• Took a District producing $9,700,000 in 1994 to over $13,000,000 in 1998 through the

implementation of new employee goal setting and time management systems. Developed an

improved management – employee communication program and initiated a process of suggestive

selling techniques. Result was a $3,300,000 increase in annual revenues within 4 years.

Previous Employment History:

One year as Multi-Unit Manager for HOST INTERNATIONAL/MARRIOTT CORPORATION

responsible for multiple airport concourse operations; and 8 years as a General Manager and

subsequently Director of Training and Human Resource Development for FUDDRUCKERS

RESTAURANTS (Discus Corporation.)

EDUCATION:

• BS Business Management

University of Minnesota, Minneapolis, MN

• Associates Degree in Applied Science: Hospitality Management

Normandale Community College, Bloomington, Minnesota

• Post Secondary training in Culinary Arts,

Dakota Vocational Technical College, Rosemount, Minnesota

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