Senior Business Executive

Court K. Aiken, CFE

**** ******** ***** ******* ********, OH 45011

941-***-**** *******@*****.***

Summary An executive level team player with 17 years of management experience. Experienced in project management and multiple levels of staff supervision.

Experience Neighborly (DBA Window Genie) Cincinnati, OH

Vice President of Operations 2017 – Current

Rebuilt a struggling operations department to meet the needs of a national franchised home services company

oExpanded the department to include on-boarding and training teams in order to better support our franchisees

Grew overall company revenue an average of 16% annually (vs an industry average of 9%)

Overall budgetary and profit and loss responsibility for company

Launched four major technology improvement projects, completing two, while bringing the remaining two to the alpha and beta testing stages

Launched a new customer service standard for use system wide amongst all service technicians

Responsible for setting curriculum and training standards for both initial franchise management training in the home office in Cincinnati as well as establishing training standards for on-site field training for new franchisees

Served on several cross-company leadership committees to provide guidance and mentorship to junior staff

oTrained junior staff on the importance of financial documentation and how to read and understand documents such as profit and loss statements, balance sheets, proformas, amortization tables and how to understand debt to income ratios

oTrained junior staff on how to best position themselves as conduits between the franchisees and the support office

Responsible for the overall compliance of the company

oSigned off on all default and termination paperwork

Comprehensive Employment Solutions Tampa, FL

COO/CFO 2017 – 2017

Streamlined financial policies and procedures

Implemented cost saving initiatives resulting in increased companywide profitability

Reorganized corporate structure to better align with overall strategic growth plan

Direct Energy Sarasota, FL

Franchise Compliance Manager 2014 – 2017

Successfully expanded the compliance team to address the growing needs of the company

oExpanded department to include customer advocacy program (UWIN) and Franchise financial audits

Developed, launched and continually update audit procedures

oImmediately recognized underreported royalty payments

Revised onsite compliance verification procedures

Wrote and oversaw the revised Default/Termination process to include updated notice process as well as post termination site visits to ensure complete separation from the Brand(s)

Establish and maintain relationships with several strategically significant vendor partners

Authored a cross functional training program to educate new and existing franchisees as well as other internal departments

Continually train and mentor junior staff

Serve as an advisor to senior staff and Direct Energy leadership on the importance of franchise compliance and the franchise lifecycle

Serve as an advisor to broader cross functional teams in all aspects of franchise compliance and in certain areas of regulatory and governmental compliance

Direct Energy Sarasota, FL

Senior Brand Integrity Analyst 2012 – 2014

Responsible for franchise brand integrity and franchise compliance for the three largest national home services companies

oBenjamin Franklin Plumbing, Mister Sparky Electric, and One Hour Heating and Air Conditioning

Designed and implemented a structured compliance program where one didn’t exist

o Authored new policies and procedures to establish the compliance role

Successfully resolved violations of the franchise agreement ranging from marketing disputes to OSHA and EPA regulations

Lead the cross departmental team to successfully rewrite the Operations Manual for all three franchised brands

Authored and implemented the Franchise Compliance escalation process

Served as an advisor to the operations team and senior management

Wells Fargo Bank, N.A. Port Charlotte, FL

Store Manager 3 2011 – 2012

Successfully lead a team of four personal bankers, nine tellers and one service manager

Began with Wachovia during conversion to Wells Fargo

oLead team through training and conversion activities

Met and consistently exceeded sales goals and daily operations for a large level three office

NMLS Registered

Dunkin’ Brands, INC. Atlanta, Georgia

Business Development Manager 2008 – 2010

Responsible for all corporate restaurant development, remodels, brokerages, and transfers in the Southeast and Rocky Mountain regions

oTerritory included 360 restaurants with an average unit volume of $750,000 in annual sales

Provided financial valuations on individual and multi-restaurant networks

Evaluated markets and provide competitive analysis for restaurants moving into new areas

Developed and maintained lender relationships to provide options for franchisees in SBA and traditional lending environments

Designed financial models and sale lease back terms for franchise restaurants and remodels that utilized corporate investments

Analyzed data on closed stores to determine ways Dunkin' Brands could add value then brokered closed stores to existing or new franchisee.

Developed market optimization plans in order to maximize Dunkin’s growth potential

Oversaw strategic asset management for Dunkin’ Brands

Cold Stone Creamery Tampa, Florida

Regional Director of Operations 2004 – 2007

Oversaw franchise operations for 84 stores in the Gulf Coast Region

Responsible for all store openings including issues related to construction and architecture, grand opening events and crew training

Developed unique business and marketing plans for each franchisee

Provided marketing training for franchisees in Gulf Coast Region

Analyzed monthly financials for all Gulf Coast stores and worked gave guidance to franchisees on how to improve sales

Conducted quarterly compliance reports on all of the stores in my territory

Nuts on Top (DBA Cold Stone Creamery) Tallahassee, Florida

Operational Consultant 2003 – 2004

Began as a single store restaurant manager in Tallahassee, FL

Responsible for franchisee operations for North Florida and South Georgia

Managed all logistics, events and training for store openings

Oversaw and implemented customer satisfaction programs

Franchisee development

New Image Marketing Fort Myers, Florida

Project Director 1999 – 2000

Responsible for putting together markets

Managed teams of 3 – 12 people

Traveled extensively throughout the United States collecting market data for the petroleum industry

Education International Franchise Association

Certified Franchise Executive

Florida State University

BA in International Affairs/Political Science

Southwest Florida Criminal Justice Academy

Contact this candidate