Manager Customer Service
Resume:
mike marney
Email: abqpnr@r.postjobfree.com
Address: ***** *********** **
City: gainesville
State: VA
Zip: 20155
Country: USA
Phone: 571-***-****
Skill Level: Management
Salary Range: $85,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Michael Marney
13020 Haddonfield Lane, Gainesville Virginia 20155
571-***-****(cell)
abqpnr@r.postjobfree.com
CAREER PROFILE
Result-oriented professional with progressive leadership experience. Proven reputation for achieving results through teamwork, leadership. Accountability, problem solving, influence and excellent customer service. Significant experience in succession planning development, change management, employee relations, process improvement, training and compensation. Operations Management Professional with extensive experience and talents in Customer Service, People Development, Sales and Profit.
CORE COMPENTENCIES
* Operations Management * Strategic Business Planning * Coaching & Mentoring
* P&L Management * Management Development * New Unit Development
* Marketing, Sales building-LSM * Human Resources * Staffing & Training
Yum Brands/Mitra QSR-KFC-Taco Bell-Pizza Hut 2011-present
District Manager, Washington D.C and Prince Georges County
Selected by executive management to provide remedial leadership for ten restaurants in a breakdown district.
Managed all aspects of daily operations, including staffing, training, people development, customer satisfaction, national / local marketing initiatives, profit and loss (P&L), facilities, and policy reinforcement.
Analyzed operations, assembled strategic plans, re-staffed the district, and retained managers to address deficiencies. Maximized team effectiveness by promoting a system of accountability and recognition.
Conducted monthly business reviews and taught leadership classes.
Harris Teeter, NOVA
Manager 2009-2011
Operates in the eight-state area of North Carolina, South Carolina, Virginia, Georgia, Tennessee,Florida, Maryland and Delaware.
Oversees retail operations in each department to ensure execution of key objectives, including financial management, inventory control, labor management, ordering and food safety
Successfully implementing company standards and procedures
Pizza Hut- C&G Management Pizza Huts of Fredericksburg, Virginia 2007-2009
Director of Operations
Directs all operations for franchisee stores in the Southern VA region, including staffing, manager development, coaching, human resources, facilities management, marketing, financial results,office staff -accounting and payroll.
Promotes Pizza Hut's founding principles of customer mania, belief in people, coaching / support, accountability, executional excellence, positive energy, and teamwork.
Successfully represents the Pizza Hut brand, implementing company strategies and initiatives throughout the region. Partners with human resources to support company's diversity program.
Oversees operations in each business unit to ensure achievement of key deliverables, including staff development, customer service, sales, and profit growth.
Conducts periodic performance reviews and quarterly rallies to monitor progress and recognize outstanding team members. Helps develop annual operating plan to set franchise objectives and tactics.
Works with the asset development team to identify expansion strategies and consolidation opportunities.
Key Accomplishments
Improved company profit from 10% negative to 15% positive.
Developed and implemented the annual operating plan and budget, revenue forecasts, and cost control initiatives.
Human Resources responsibility, handled all staffing, training, and legal claims.
Developed menu, Marketing and Advertising program.
Drove operational results for franchise stores, delivering year-over-year improvements in service measures and improving results by 18% with 100% customer satisfaction scores.
Developed and realigned specific skill sets, reinforced the recognition culture, and created a professional work atmosphere, resulting in a 75% increase in employee retention.
Identified key personnel for advancement into positions of higher responsibility. Developed District Managers, Restaurant Managers, and Assistant Managers.
Pizza Hut, KFC, Taco Bell, A&W - Northern VA and Western PA 2000-2007 District Manager
Selected by executive management to provide remedial leadership for ten restaurants in a sub-performing district.
Managed all aspects of daily operations, including staffing, training, people development, customer satisfaction, national / local marketing initiatives, profit and loss (P&L), facilities, and policy reinforcement.
Analyzed operations, assembled strategic plans, re-staffed the district, and retained managers to address deficiencies. Maximized team effectiveness by promoting a system of accountability and recognition.
Conducted monthly business reviews and taught leadership classes.
Key Accomplishments
Improved overall area performance from "Breakdown" to "Excelling."
Led the country in sales and profit growth by promoting "Four Walls" marketing initiatives and community involvement
Identified restaurants opportunities and developed a tactical plan to improve performance
Achieved the lowest turnover measures for all levels, including staff and management.
Conducted monthly business reviews and taught leadership classes
Maximized the team effectiveness through recognition, and by driving accountability around company procedures
Improved the district scorecard from 1.0 to 3.9 and returned all locations to profitability.
Maintained a 5.0/5.0 people scorecard throughout tenure; exceeded all customer satisfaction objectives.
Exported four general managers to above-store leader positions and developed twelve unit managers.
Tenured District Manager developing to Region Director position
Pizza Hut- Concept development Team- Dallas TX 1998-2000
New Asset Manager-Mid Atlantic Territory
New asset liaison between field operations and restaurant support center in Dallas Texas. Worked closely with architecture, engineering, training, real estate, marketing and research and development.
Opened fifty corporate and franchise Mainpath dine-in and delivery restaurants in twelve states averaging 1.1-1.6 million dollars annually
Built strong relationship with operators in each Region to transition teams, led the assigned team in closing old restaurants and opening new.
Oversee construction timeline for new restaurants
Designed training programs for new restaurants, oversee restaurant operation during opening.
Pizza Hut, NOVA and MD/DC 1996-1998
Area Training Manager
Pizza Hut, BETHESDA, MD 1994-1996
General Manager
American Pie-Pizza and Pasta- Manassas Virginia 1991-1993
Owner-Operator
Domino's Pizza-Team Washington -Washington D.C and Maryland 1988-1991
General Manager
Pizza Hut, NOVA 1982-1988
General Manager
Education/ Professional Development through Pizza Hut, Inc.
Conflict Resolution ( High Impact Coaching ( Diversity Management (
Train the Trainer ( Operations & Finance ( Human Resources
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