Manager Customer Service

S T E V E B A D O L AT O

**** ********* **** ******* ******** Beach, VA 23454 757-***-****

*************@***.***

D I S T R I C T M A N AG E R

Responsible and self motivated leader with a track record of successfully recruiting, training, leading, and influencing

managers and franchisees. Possess excellent computer, written and presentation skills. Recognized for a proven ability to

build sales and improve operational efficiency through effective store visits.

Key Skills

Leadership and Team Cost Control P&L Analysis

Building Operations Training Coaching

Customer Service Sales Building Professional Presentations

Computer Savvy Problem Solving Microsoft Office

Professional Experience and Achievements

Wawa inc. – hampton roads, virginia

Area Manager, 2012 to Present

Directed an 8 store area in the Virginia Beach market. Supervised all aspects of store operations,

development of General Managers, team member relations, safety and security, and store level

profitability.

Supported store managers through planned weekly store visits. Coached company standards while

working side by side with store team members.

Full P&L accountability. Exceeded budget for Sales, Shrink, Spoilage and Gross Profit for every period

in 2014.

Conducted “Store Walks” to ensure merchandising, cleanliness, point of sale materials, and fresh

product was within company guidelines.

Performed team member and manager evaluations on each store once per year. Developed action plans

for sub standard managers and team members.

Facilitated store level training and on boarding of new team members.

Coached managers on managing Income Statements to company budget and effectively grow

profitability.

Domino’s Pizza LLC. – Virginia/North Carolina

Area Leader (Franchise Business Consultant), 2009 to 2012

Led the Richmond, Roanoke, Hampton Roads and Greensboro, North Carolina Franchise markets.

Managed the operations, training, store profitability and store development efforts in partnership with 33

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franchise owners and 130 franchise stores. Utilized strong negotiating skills to effectively influence

franchisees and deliver desirable results.

Improved same store sales by over 10% in 2010, the highest in the East Zone. Developed local marketing

plans and incentives to drive order counts and ticket increases.

Provided training and support with the introduction of new products, procedures, marketing initiatives

and equipment.

Performed operations evaluations on each store 2 times per year. Developed action plans for sub standard

performing stores. Achieved the 2nd highest operations scores in the East Region.

Taught profitability seminars for franchise owners that resulted in cost reduction and improved financial

awareness.

Conducted business reviews and marketing planning sessions with franchise owners. Focused on store

profitability and sales growth. Created the “Power Lunch” business review system that became a region

wide standard for analyzing financial statements.

Led the “Communications Committee” to help improve and innovate franchisor to franchisee

communication. Developed a Zone Newsletter for franchisees and contributed operations and

profitability best practices. Implemented a new Awards and Recognition system for franchise team

members.

Grew store counts in both 2010 and 2011. Successfully led the opening of new stores in Roanoke, VA and

Richmond, VA, two markets that had flat or negative store growth over the past 5 years.

Collaborated on the development and implementation of the “Superstar CSR” onboarding program for

new team members.

Ensured franchisee compliance with all Standard Operating Procedures, Operations Evaluation Report

and Mystery Shop standards and developed corrective action plans, milestones and timetables when

necessary.

Domino’s Pizza LLC. – Virginia Beach, va.

District Manager, 2005 to 2009

Directed an 11 store area in Hampton Roads, VA. Responsible for recruiting, hiring, training, and

managing a team of 11 General Managers and over 250 team members. Supervised all aspects of

marketing, store operations, team member relations, safety and security, and store level profitability.

Recruited, hired and appointed General Manager and Management Candidates; facilitated training and

on boarding, provided consistent and constructive feedback to promote their development.

Recognized for exceptional Marketing performance by achieving 6 area record sales weeks from 2005 to

2008.

Improved area EBITDA by 85% though consistent sales building practices, monthly P&L reviews with

General Managers, crew incentives and turnover reduction.

Received recognition for having the lowest manager and team member turnover in the region for

consecutive years in 2008 and 2009.

Led the efforts to achieve the highest single store sales day for all Corporate stores on July 4th, 2009.

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Coordinated marketing and customer relations activities with schools, businesses and Naval bases.

Attained exclusive rights for pizza delivery on Ocean Naval Air Station and Dam Neck Fleet Combat

Training Center. This led to 23 store record weeks over a three year period.

Drove school sales with aggressive End of School Year and Student rewards programs.

Taught Hiring/Retention and Leadership classes to all General Manager and Management Candidates.

Conducted weekly New Team Member orientations; completed all new hire paperwork, and achieved a

100% score for all new hire documentation.

Earlier Experience

General Manager 1999 to 2004

Domino’s Pizza LLC. – Dam Neck/General Booth Area, Virginia Beach, VA

• Won Domino’s Pizza Rolex Challenge Award for reaching record sales milestones.

• Treasurer’s Award winner for highest store profitability for 3 straight years (2001 2004).

Education & Certifications

Monroe College – Middletown, VA (1997)

Bachelor’s Degree – Business Management

Professional Development:

Complete ongoing training in the areas of employee/labor relations, diversity, and workplace

safety/security.

Completed PDI Ninth House online Leadership training.

Certifications:

Heath Department Training – ServSafe – Food Safety (2012)

Certified Computer Technician (CompTIA A+)

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