Management Customer Service
Resume:
Rawn L. Burnett
acvw69@r.postjobfree.com
Blackwood, NJ
www.linkedin.com/in/rawnburnett1
An Established Professional in the B2B and B2C Service Industry Comprehensive experience in directing teams to achieve and exceed company goals in an executive operations setting. Skilled in creating long-term client and customer relationships to promote retention and future business. A proven track record of examining current operations and procedures before capitalizing on areas of improvement which would ultimately result in a more efficient, optimized work environment.
CORE COMPETENCIES
Project Management Process Improvement Customer Relationship Program Management Team Management Strategy Development Business Development Resource Management Team Leadership Account Management Budget Creation and Management Communication Staff Training Opportunity Identification Client Retention Account Leadership
Sales Strategy and Financial Acumen
EXPERIENCES AND ACHIEVEMENTS
SodexoMAGIC, Gaithersburg, MD 2010 – 2015
A joint venture of Sodexo and Magic Johnson Enterprises to provide food and facilities management services to national and community organizations. National Director of Operations
Directed the operations of 42 SodexoMAGIC accounts in 43 states generating positive customer experiences, improving operational efficiency, and driving revenue for new and existing accounts.
Spearheaded efforts tasked with driving business development resulting in an increase of sales in new accounts valued at $154MM.
Maintained the high standards of the organization by investigating resources alignment and deployment to ensure adherence to contract compliance.
Analyzed current operations and procedures before developing and successfully implementing systems which enhanced organizational effectiveness. These systems capitalized on increasing productivity and overall customer satisfaction.
Leveraged prior experience and soft skills to successfully negotiate contracts with union representatives while creating management strategies for future negotiations.
Managed business lines in B&I, Education, Health Care, Conference Centers, Aviation and Sports
& Leisure services.
Sodexo – North America, Gaithersburg, MD 2001 – 2010 District Manager II – Sodexo Campus Service
Spearheaded the leadership and budget management of 10 major business clients, directing a team of 46 managers and over 480 staff. Maintained overall business volume of over $21MM. Provided comprehensive diversity coaching and training for General Managers and unit management teams. Utilized operational results to troubleshoot any possible issues with client accounts through customer satisfaction metrics and surveys.
Provided clients with a positive experience through reaching out and maintaining constant communication with both current and potential clients. Increased customer satisfaction metrics by 12% through engagement and follow up with students, clients, faculty, and staff.
Consistently generated new business by negotiating food service contracts and identifying contracts available for renewal.
RAWN L. BURNETT Resume, Page 2
Maintained the vision and goals of the company while creating Sodexo’s standards and procedures on an organization-wide basis. These procedures focused on strategic planning, comprehensive training, and championing process improvement.
Leveraged prior experience to provide critical support for national training initiatives and the management of on-boarding processes.
Analyzed current trends and client needs before creating and implementing strategic business plans which aligned the company’s goals and the clients’ needs. Aramark Corporation, Philadelphia, PA 1996 – 2001
Retail Director – The George Washington University Led the operations of campus food service operations and concessions with a total business volume of over $5M annually. Directed the daily operations of 12 food court National and Signature venues and 2 satellite operations while also providing long term goals. Utilized financial analysis experience to receive and analyze all financial statements and budget reports.
Played a key role in the development of financial and marketing plans for new retail operations. These plans would ultimately increase total profits by 15%.
Analyzed customer reports and surveys before applying that data to the implementation of a customer-focused strategy which increased customer satisfaction for four consecutive years.
Achieved a profit of $240,000 in 1996 while returning a profit to the University of an additional
$160,000.
Focused on planning, training, and continuous improvement when creating and implementing Aramark’s standards and procedures.
Re-engineered the labor model, focusing on decreasing labor while increasing productivity.
Pioneered an innovative, cost effective method involving the cross utilization of production staff and food to lower cost by 2%.
EDUCATION
Business Administration, Monmouth College, Monmouth, NJ. Business Management, Alabama State University, Montgomery, AL.
Contact this candidate