Customer Service Sales

ALBERT BARRENO

*** *********** ***** ( Sonora, California 95370

209-***-**** ( ********@*********.***

Restaurant Operations

Dedicated Restaurant Operator with over 25 years of experience in the Quick

Service Food Industry. Knowledgeable in restaurant management, multi unit

operations, education and training, franchise business consulting, and as a

franchisee. Skilled Franchise Business Consultant handling a region of 20

Franchisees, owning and operating over 100 Carl's Jr.'s Restaurants in

California, with an average unit sales volume of $1.5 million in net sales

annually. Strong management experience handling up to 650 direct reports

and training and development for Crew Members, Shift Supervisors, Assistant

Managers, General Managers, and District Managers. Solid expertise hiring,

staffing, training, retaining, motivating, and developing employees.

Audits ( Budgeting ( Cost / Benefit Analysis ( Financial Statements (

Expense Control ( Payroll ( Reporting Change Management ( Consulting (

Strategic Planning ( Team Leadership / Motivation ( Process Improvement

Start Ups / Turnarounds ( Employee / Labor Relations ( Training /

Development ( Workforce Planning ( P&L( Talent Management ( Performance

Management ( Employee Engagement ( Project Management ( AP / AR ( Cost

Accounting ( Financial Analysis ( General Ledger ( Restructuring (

Recruiting ( QA / Testing Negotiations ( Market Analysis ( Product

Marketing ( Sales Forecasting ( Event Planning ( Branding ( Public

Relations ( Distribution ( Inventory Management Logistics ( QC / QA (

Vendor Relations ( Cost Reduction ( Ops Management ( Scheduling ( Budget

Analysis OSHA / Regulatory Compliance Franchise ( Business Consultants (

Class Room Facilitator ( Multi-Unit Manager

SONORA STAR LLC ( Sonora, California ( 12/2006 - 1/2014

Franchised restaurant under the Carl's Jr.'s brand.

Franchisee, Managing Partner

Managed restaurant operations including employee hiring, firing, training,

and development. Handled human resource issues, profit and loss, business

performance and growth, quality control, and compliance with legal and

company requirements. Maintained excellent public relations and positive

community involvement.

Achievements:

. Addressed declining sales of 5% prior to assuming role of Managing

Partner. Developed an extensive local marketing campaign partnering with

schools and businesses to raise funds for school programs, sponsoring

local non-profit organizations, and integrating the Carl's Jr. Brand into

all major city events. Achieved sustained sales growth of over 10% over

four consecutive quarters.

. Reduced customer complaints by developing an action plan to retrain

management team and crew members to address customer service issues.

Emphasized strong customer service to stop problems from developing and

devised crew incentive for tracking customer complements as well as

complaints. Complaints dropped to an average of 1.5% from the previous

six per month.

. Analyzed labor budget overages by developing a plan to reduce employee

turnover, improve productivity, and establishing correct hiring,

selection, and training procedures. Initiated employee incentives and

development programs. Reduced over budget cost from $-30,000 to $15,000.

CKE RESTAURANTS INC. ( Carpentaria, California ( 1/2001 - 4/2006

Franchises, licensees, and operates the Hardee's, Carl's Jr., La Salsa, and

Green Burrito restaurant chains.

Franchise Business Consultant

Provided support to franchise operators on business management and

operational issues including: sales and profit growth, cost control,

customer service, safety and cleanliness, product quality, and franchise

and legal compliance.

ALBERT BARRENO ( Page 2 ( ********@*********.***

Performed restaurant inspections, evaluating and reviewing performance, and

identifying and addressing problems and opportunities for improvement.

Maintained primary corporate accountability for franchise operational

performance and sales. Served as a liaison with franchise operators,

regional management, and corporate departments. Coordinated major company

programs including marketing, customer service, and introduction of new

products. Supported new restaurant openings and ensured franchise agreement

and company standards compliance. Assisted franchises for expansion,

marketing, legal issues, quality assurance, and public relations.

Achievements:

. Reversed brand decline in industry ratings compared to competitors in key

criteria including Guest Service and Speed of Service. Established Guest

Service Symposiums for all franchisees and key personnel to review

company standards and secure commitments to reach "best in class"

industry ratings. Resulted in major improvements with sales growth of up

to 5% system wide.

. Helped franchisee with operational condition issues to address and

improve problems. Helped identify changes required including personnel

management and training, system improvements, and facility maintenance

updates. Franchise embraced changes gaining approval to open a sixth

restaurant adding an additional $1.6 million in annual revenue.

. Assisted franchisee with ten restaurants losing around $100,000 in prior

year revenue. Analyzed P&L statements and determined out-of-date

property leases for three locations. Helped renegotiate leases and

relocate one restaurant to a higher traffic location increasing revenue

by over $150,000.

CKE RESTAURANTS INC. ( Carpentaria, California ( 4/1998 - 1/2001

Education and Training Specialist

Provided training program support, materials, systems, and procedures for

region of around 100 restaurant locations. Performed class room training

for management advancement courses and new restaurant crew training.

Handled all new product roll-outs. Assisted company management in

identifying problem areas and developing solutions and strategies to

improve performance. Visited area restaurants and reported results to

regional Vice President.

Achievements:

. Addressed low profit margins under required levels for a 12 restaurant

district. Developed workshop on performance analysis for General Managers

and District Managers to identify key operating issues requiring

correction. Took quarterly profits to over requirements by 1.5% and

achieving earning s increase of $360,000.

Additional Experience

Multi Unit Manager, CKE Restaurants Inc., Fresno, California

EDUCATION

Administration of Justice Studies

Fresno City College, Fresno, California

COMPUTER SKILLS

Microsoft Office Suite

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