S. MICHELE HORTON

**** ********** **. *******, ** 77043 713-***-**** ac0jq2@r.postjobfree.com

MANAGEMENT

HUMAN RESOURCES – CLIENT RELATIONS – PROCESS IMPROVEMENTS - ACCOUNTING

PROFILE

Management professional with more than 20 years in Operations, Human Resources, and Customer Service for the health care, food service, automobile, and retail industries. Self-motivated professional with attention to detail, analytical and critical thinking capabilities, a strong work ethic, and excellent decision making skills. Demonstrates excellence in supervisory responsibility, communication proficiency, and business acumen. Ability to drive change, develop talent, increase revenue, and improve performance.

EDUCATION

M.B.A. Management and Health Organization Management - Texas Tech University, Lubbock, TX

B.B.A. Finance - Texas Tech University, Lubbock, TX

AREAS OF EXPERTISE

Management

Direct operations for diverse business entities. Highly skilled in directing strategic initiatives, sales, marketing, human resources and recruiting.

Process Improvements

Develop integrated business solutions, analyze trends and metrics to develop and improve procedure and staff performance.

Human Resources

Knowledge of Employment Law, Worker’s Compensation, FLSA, NLRA, FMLA, ADA, ADEA, EEO, Title VII of the Civil Rights Act, Affirmative Action & OSHA safety programs, Drug Testing, Employee Relations, Benefits Administration, Compensation, Unemployment Compliance, and DOT policies.

Finance

P&L, budgeting, forecasting, cost accounting, labor and cost controls, and financial planning ensuring profitability.

Client Service

Builds authentic, collaborative partnerships with clients and consumers. Ability to maintain relationships at all levels.

PROFESSIONAL WORK HISTORY

Joe Myers Ford Lincoln, Houston, TX 10/2016-03/2017

Service Advisor

Directed services for Ford and Lincoln customers with in-depth information on OEM (original equipment manufacturer) part and service options. Advised customers on warranty protections and potential cost savings.

Managed the service center’s workflow and met critical deadlines and service levels to maximize customer satisfaction.

Accomplishments:

Achieved over 90% customer service score which was the 2nd highest among 11 advisors (100% for Lincoln).

Contributed to the bottom line by achieving the 2nd highest effective hourly labor rate on work sold.

Managed the Lincoln business with higher end customers and received excellent reviews for performance.

National Tire and Battery, Houston, TX 07/2015-09/2016

Store Manager

Managed the Steeplechase location with annual revenue of approx. $1million including P&L responsibility. Directed a team of employees ensuring the highest level of performance. Maintained communications with District Manager and all employees to continually improve location service levels, productivity and profitability.

Managed location cleanliness, store communications, security, and maintained a safe working environment.

Planned and facilitated all team sales and operations meetings. Trained and delegated workload and assignments.

Performed timely follow up on all customer service and employee issues.

Accomplishments:

Increased sales across all channels through effective hiring, training, and management.

Provided leadership by properly training the staff and optimizing inventory and schedules.

Received promotion to Store Manager after serving as the Service Manager for Tomball for only 4 weeks.

CarMax, Houston, TX 08/2014-07/2015

Service Advisor

Managed my team’s workflow, schedules, and handled appointments/walk-ins ensuring quality customer support.

Accomplishments:

Ranked as one of the top Service Advisors achieving outstanding scores for service.

Resume of: S. Michele Horton Page: 2

PROFESSIONAL WORK HISTORY

Raising Cane’s Chicken Fingers 04/2012-08/2014

Operations Manager, Copperfield, TX

Managed P&L, budgeting, operations, and sales for a high volume store. Examined financial data/statements to improve profitability. Performed quality controls and managed policies/procedures. Developed a work environment that encouraged compliance with company, state, and federal safety and employment guidelines.

Accomplishments:

Improved operational systems, processes, and best practices that guaranteed organizational well-being.

Achieved company’s strategic and operational objectives.

Managed $2 million budget and 30 staff members. Promoted from Shift Manager after only 2 months.

Beltone® Audiology, Houston, TX 01/2012-05/2012

Director of Marketing & Human Resources

Administered company policies including Human Resources and directed all department activities to meet business and profitability growth objectives. Managed and resolved complex employee relations issues by conducting effective, thorough, and objective investigations.

Reviewed and approved preparation of accounting analysis for budgetary planning and implementation, production efficiency, financial reporting, budgetary planning and submittal for human capital expenditures.

Supervised market research and adjusted marketing strategy to meet changing market and competitive conditions.

Developed and implemented strategic marketing plans and forecasts to achieve objectives.

Accomplishments:

Led and managed Human Resource policies for 9 locations and supported owner with marketing initiatives.

Whole Foods Market, Houston, TX 02/2011-02/2012

Bar Supervisor & Beer/Wine Buyer, Montrose location

Managed staff and merchandising to increase sales revenue. Executed the Company’s retail strategy to drive sales and retain/grow the customer base.

Accomplishments:

Successfully managed and generated over $800K in sales. Controlled labor cost and cost of goods sold.

Starbucks Corporation, Houston, TX 01/2010-10/2010

Retail Management Trainee/Assistant Manager

Maintained store staff by recruiting, selecting, orienting, and training employees. Ensured availability of merchandise and services by approving contracts and maintaining inventories. Achieved financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions. Maintained staff performance by coaching, counseling, and providing regular feedback on performance.

Accomplishments:

Managed 2 high volume locations inside the Galleria ensuring profitability.

Murphy’s Pub, Inc., Lubbock, TX 12/2005-01/2010

Owner, President, General Manager

Managed all aspects of business including P&L, budgeting, operations, and regulatory relationships with the Texas Alcohol & Beverage Commission, Lubbock Health Department, and the Texas Comptroller. Managed human resources and recruiting policies.

Accomplishments:

Consistently maintained over a 10% average weekly sales increase over prior year.

S.A.L. Pizza, Inc. (Domino’s Pizza franchise) 07/2005-01/2010

General Manager

Built customer base by developing and implementing marketing, advertising, and public and community relations programs. Developed pizza truck program that served local small towns. Maintained safe, secure, and healthy facilities.

Accomplishments:

Increased sales to $1.5 million annually by implementing effective sales, customer service, and cost controls.

Texas Tech University Health Sciences Center 06/2002-07/2005

Human Resources Director, Health Care Systems

Directed Human Resource support for over 1,000 employees in multiple locations for Correctional Healthcare, Laser Eye Institute, Forensics Institute, and other commercial activities. Maintained human resource information system records and compiled reports from the database. Provided performance and talent management guidance to line management, such as coaching, counseling, career development, and disciplinary actions.

Accomplishments:

Recommended continual improvements in efficiency of department and services performed.

Ensured departmental practices’ compliance with all federal, state, and local employment laws.

Resource Consultants, Inc., Lubbock, TX 06/1999-07/2002

Healthcare Recruiter

Conducted thorough interviews, facilitated application, and ensured physical qualifications met in order to gauge the suitability of the candidate for the Army Medical Division (Reserves).

Accomplishments:

Successfully placed record numbers of candidates with appropriate positions within the Army Medical Division (Reserves).

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