Customer Service Manager

RAFE M. HUGHES

** ****** ***** *****

Kearneysville, WV 25430

410-***-**** cell or 304-***-****

acxoy0@r.postjobfree.com

OBJECTIVE

Looking to make an immediate impact in a leadership position within a progressive, entrepreneurial, and growing company, so I can utilize my extensive experience with business owners, franchisees, corporate operations management, real estate professionals, and vendors. This will also allow me to call upon my past education and personal ambition to develop professionally within a company by achieving goals and objectives.

WORK EXPERIENCE

January 2002 – Present., Subway Development Corp. of Washington. McLean, VA. & Columbia, MD.

January 2015 – Present. Vice President.

Responsibilities include:

• Ensure all corporate initiatives and guidelines are understood by Business Consultants and implemented by the franchisees in each of the 190+ locations within territory with market annual sales in excess of $89 million.

• Led the management and operations teams in ensuring all strategic goals and objectives are reached.

• Complete all Job functions for the Development Director including site selection, lease negotiation, lease renewals, and relocation of current restaurants.

• Provide insight and feedback at franchise marketing strategy and local contract board meetings

• Approved and directed all franchise sales and transfer sales within market

• Completed all perspective franchisee interviews and approvals

2010 – December 2014. Regional Director of Development

Responsibilities included:

• Site selection review and approval of all proposed locations

• Field review of all proposed sites

• Oversight, participation, and approval of business terms within the LOI

• Oversight of lease negotiations and lease approval

• Maintain real estate broker relationships within targeted development areas to meet company development goals.

• Weekly review and direction provided to Construction PM to keep projects on schedule

• Weekly presentation and completion of development activity reports

Sept 2004-2010. Construction Project Manager

Responsibilities included:

• Measurement, approval, and coordination of architectural drawings for all new Subway restaurants and remodeling existing restaurants in the state of MD and Washington DC

• Review and recommend approved contractor’s construction bids for new locations and remodels to franchisees.

• Coordination of and leading pre-construction meetings with franchisee, architect, contractors, and land lords.

• Ordering of equipment and coordination of delivery.

• Coordination of installation and setup of all equipment to meet/exceed Subway corporate standards including Coke equipment with contractors, franchisees, and vendors.

• Enforcement of all corporate décor and equipment policies and procedures.

• Weekly presentation of all active and upcoming projects at development meetings.

Jan 2002 – Sept 2004. Business/Operations Consultant:

Responsibilities include:

• Monthly operation evaluation of 35+ franchisee owned stores.

• Development of Business and Marketing plans for franchisees.

• Training of franchisees and staff in regards to Inventory control, food cost, product quality, food safety, customer service, equipment maintenance, cleanliness standards, and pos systems.

• Enforcement of all corporate operations policies and procedures.

January 1996 – November 2001. General Manager, Buffets Inc. Annapolis, Md. Responsibilities included:

• The recruitment, training, and development, of a management team.

• Writing budgets including the P/L, monitoring the G/L.

• Responding to all H/R issues including investigations and new hires.

• Community relations and local advertising.

• Recruiting, staffing, training, and scheduling a staff of 80 employees and 4 managers.

October 1992 – October 1995. Service and Kitchen Manager, Silver Diner LTD, Rockville, Md.

July 1991 – September 1992. Manager, Chesapeake Bay Seafood Restaurants, Vienna, VA

EDUCATION

Bachelor of Science in Business Administration, Management decision sciences concentration, West Virginia University, Morgantown, West Virginia

ACHIEVEMENTS

1 VP Housing Alumni Volunteer Corporation Sigma Phi Epsilon Fraternity WVU

2 Buffets Inc. Founders Club

3 First place talent plus co-worker interview analyst

4 Executive Board, Sigma Phi Epsilon fraternity

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