Manager Customer Service

Charles Zanto, MBA

Berea, KY *****

859-***-**** *******@**********.***

www.linkedin.com/in/charleszanto

General & Operations Manager

. Operations Management . System

Implementation

. Team Building & Leadership

. Training & Development

. Customer Relations

. Food Safety & Sanitation

. Motivation & Coaching

. Proactive Problem Solving

Degree: Master of Business Administration, University of

Phoenix (2012)

Industries: Food Service, Retail

Key Accomplishments

> Upgraded employee selection process, top-grading for right-fit

candidates, resulting in

24-percentage-point improvement in employee turnover, from 102%

FY2011 to 78% FY2012

> Improved customer satisfaction through customer service training

with all customer-contact

positions, resulting in the fewest documented complaints in the

district, 2000-2003, 2012

> Earned District Flow Through Award for exceeding prior years'

revenue $145K and

net operating income $103K to deliver 71% flow through (40% was

goal), FY2012

PROFESSIONAL

EXPERIENCE

Multi-Channel Sales and Support Manager, Best Buy, Inc.

Lexington, KY 2013-present

General Manager, Cracker Barrel Old Country Store, Inc. Richmond, KY,

2010-2013

Revenue: $4.12M FY2012. Budgets: P&L, $930K food, $700K manpower.

Direct Reports: 5 managers.

Staff Oversight: 120.

Promoted to turnaround operations. Reinvigorated sales performance,

profit contribution, and P&L control. Improved quality and

compliance. Hired, trained, and built top-performing management and

sales teams. Developed retail managers and drove

merchandising strategy at 3,000-sq.-ft. retail store

to promote products, engage customers, and maintain market freshness

and relevance.

. Propelled revenue growth from $3.97M to $4.12M and increased net

operating income 28% FY2012.

. Upgraded employee selection process, top-grading for right-fit

candidates, resulting in a 24-

percentage-point improvement in employee turnover, from 102% FY2011

to 78% FY2012.

. Awarded General Manager of the Year, FY2012. Earned District Flow

Through Award for exceeding prior years' revenue $145K

and net operating income $103K to deliver 71% flow through

(40% was goal).

. Implemented new scheduling system that reduced production labor

costs 0.40% or $15K over prior year and 0.25%

under pro forma, FY2012, despite hike in wages.

. Improved customer satisfaction through customer service training

with all customer-contact positions, resulting in the

fewest documented complaints in the district, FY2012.

Associate Manager, Cracker Barrel Old Country Store, Inc. Richmond &

Berea, KY, 2007-2010

Revenue: $3.8M. Budgets: $800K food, $90K supplies. Staff Oversight:

30.

Managed food quality, costs, supplies, products, and kitchen

operations while attending school full time.

Oversight included purchasing, production, inventory, training,

organization, sanitation, and compliance.

. Achieved annual food costs of 0.25% below goal (ideal plus

tolerance).

. Served as Lead Manager during transition to newly designed kitchen

operations that significantly reduced

average ticket times.

General Manager, Cracker Barrel Old Country Store, Inc. London, KY,

2004-2007

Revenue: $3.7M. Budgets: P&L, $725K food, $625K manpower. Direct

Reports: 6. Staff Oversight: 100.

Managed successful new unit opening in London, KY, overseeing all

facets to include hiring, training, store set up,

service and produce vendors, community contact, public relations,

merchandising, and promotions.

. Validated opening training program and trained managers/associate

managers in transition.

General Manager, Cracker Barrel Old Country Store, Inc. Lebanon, TN,

2003-2004

Revenue: $5.1M. Budgets: P&L, $1M food, $800K manpower. Direct

Reports: 5. Staff Oversight: 125.

Managed entire restaurant/retail operation at Home Office with daily

exposure to C-suite leaders.

. Improved training effectiveness, resulting in 4.8% revenue

increase, FY2004.

. Implemented more stringent cost controls and achieved 29.1%

increase in net operating income.

Associate / General Manager, Cracker Barrel Old Country Store, Inc.,

Somerset, KY, 1997-2003

Revenue: $4.1M. Budgets: P&L, $915K food, $615K manpower. Direct

Reports: 5. Staff Oversight: 115.

Promoted in 22 months to manage new unit opening at Somerset, KY.

Directed interviewing, hiring, on-boarding, and

training of staff. Assigned areas to management team. Arranged service

vendors. Monitored new unit opening training program for the

unit.

. Achieved the Lowest Employee Turnover Award for the district (8

units), 2003.

. Received the Fewest Guest Complaints Award for the region 2 times

(50+ competing units) and for the district

(8 units) 1 time.

. Served as General Manager of Manager Training Unit, 2003

CERTIFICATIONS

Dale Carnegie: Highest Award For Achievement, Effective Communications

& Human Relations/ Skills For Success (2004)

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