Manager Customer Service

Location:

Lincoln, NE

Salary:

117254

Posted:

February 22, 2017

Contact this candidate

Resume:

Michael C. Mahoney, Jr.

Lincoln, NE

402-***-****

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

I am a dedicated, hardworking, problem solving leader. I have a background in Management & Leadership, Business Management with a degree in Marketing, IT with an older degree in Computer Programming, and Human Resources. I am community focused, Big picture oriented, and believe that profit is best achieved through employee loyalty & hard, honest work. I am searching for a new challenge to captivate my attention and encourage my growth. My education is as diverse as my background and hobbies. I truly believe that I can accomplish anything; especially with the right team. Below is a snapshot of my most recent experiences. Please review them. I am confident that you will see many ways in which I can help to improve your organization. I look forward to meeting with you and growing together. Thank you, in advance, for your consideration.

Acquired Skills:

Knowledge of the stages of management and various Leadership ideologies and practices (Transactional, Transformational, Servant, Psychodynamic, Situational, Path-Goal.).

Human Resources, including but not limited to Hiring, Firing, Interviewing, Selecting, Orientating, Benefit Management, Reference Granting & Checking, and Employee Evaluations. File audits. Payroll Verification, Validation, Auditing, and Distribution. Training, Training Plans, E-training, On-line Training and Administration. Group training in person, conference call, video call, and on-line course presentation. Course Creation & Planning. Complaint Handling, Employee retention plans, and work with and in charge of Employee Satisfaction committees.

Proficient in most computer programs and applications. For example: MS OFFICE

Snagit, DSPro, Adobe, PDF creation, Captivate, Saba, Prologics, Knowledge Basse software, Various P.O.S. systems. Integration, Network administration, Network creation, and support.

Team building Culture setting Community outreach Profit/Loss analytics

Data Analysis Project generation & management Site Opening Fund Raisers

EEOC Knowledge Training Budgeting Empowering Delegating

Talent Evaluation Local Marketing Compliance Training Customer Service

Weekly, Monthly, Quarterly, Annual meetings organized, conducted, distributed

Inventory Management Multi-Facility Management

Contractor, Supplier, Distribution management Insurance knowledge

Rules & Regulation monitoring, creating, training, and enforcing.

Site and Service Evaluation and coaching. Inspections Quality Assurance

Public relations Employee Incentive Program Creation Co-op Training

3/14 – 2/17 Dell Corporation, DELL Services, NTT Data (11/2/2016 Buyout/Merger)

Lincoln, Nebraska

Corporate Trainer & Cloud System Administrator

Was part of a 15,000 person, employee reduction by NTTData effective 2/22/2017

Train new employees on various tasks and processes connected to the Billing, Enrollment, and member reconciliation of BCBS of Michigan & Arkansas Medicare advantage accounts. Train all contract specific employees on new &/or updated procedures and Processes. Create, manage, and maintain virtual Knowledge bases with Desk Level Procedures and templates to work the various processes. Assisted with the creation and (mostly) with the implementation and testing of the new Saba Cloud virtual training environment. Administered training materials, students, classes, meetings, and schedules for this environment. Worked with the employee resource group Conexus. Designed processes for remote workers and wrote a quarterly newsletter for the group. Worked with a national team of trainers to come up with solutions to our training issues that may arise, create documentation, and record & Store said documentation. Helped maintain the Knowledge Base, including creating new accounts and pathways. Was responsible for ALL HIPPA compliance training at the Lincoln, Ne campus. Six Sygma Trained, Green Belt level.

01/09-03/14 Wen-Neb Inc. (Wendy’s Nebraska)

Lincoln Nebraska.

Assistant to the Vice President, District Manager, It Specialist, Training Coordinator

Hiring, initial and on-going training and supervision of the managers in our company. Administrator of our On-line training program, computer network capabilities. Orientate and assist with the training of all employees. Certified Serve Safe registrar and proctor - teach Food handler classes in conjunction with the Lincoln Lancaster County Health Department. Responsible for the food safety education and execution in each of our restaurants. I was also Responsible for all new product roll outs and implementations for each of our restaurants and helped other franchisees in Nebraska with their roll outs. I developed and wrote most of our company policies, created computer applications, and spreadsheets to determine & track food & labor costs on a store by store basis. Directed employees and handled shifts as needed. Worked with our various vendors, business affiliates, and service providers. I made decisions daily that deal with operations, policy, purchases, and repairs. Responsible for our "Speak out" program that encourages employees to communicate their opinions, dissatisfaction's, solutions, goals, or problems in the restaurant hierarchy. Worked with our Franchise Area Director, Corporate trainers, and national marketing representatives from Wendy's International. Collaborated on writing a portion of Wendy's Corporate International Operations and Standards Manual. I am active in the community with volunteer work and fund raising on behalf of our company and on behalf of The Dave Thomas Foundation for adoption. I am involved in all aspects of our business. In many cases, I was the face of our franchise as it pertains to local governing agencies and the community. This position was responsible for 150+ Employees, 20 managers of varying rank and experience, multiple trainees (organization and leadership of training plans, 4 restaurants, and our Lincoln corporate HR.

06/07-12/08 Wilco-Hess (Wendy’s South Carolina)

Blacksburg, S.C

General Manager/ District Manager in Training

Responsible for all aspects of the day to day operations of the Blacksburg restaurant including but not limited to hiring, training, ordering, scheduling, cleaning program, customer service, community involvement, cash handling, facility repair and maintenance, and all applicable vendor interactions. Managed staff of 3 managers and 10 crew people to run $40k/ week restaurant. When I left the position, the staff consisted of 47 crew members and 7 Managers. Inspection scores rose 38% and the restaurant showed positive profits for the first time in 15 years. Helped coordinate various business meetings and coaching sessions in a 2 State region Provided Manager, assistant manager, crew member coaching, and training at 7 locations. I was also in charge and responsible for several Public Relations and community Events. After the first 4 month’s my training on district manager responsibilities went full force. I continued to Supervise Blacksburg, but also started organizing several districts and formats. We had 140 Restaurants covering the formats of Dairy Queen, Bo jangles, Arby’s, Godfathers, Subway, A&W, and Wendy’s. I was trained in each format, briefly to assist, but due to my extensive knowledge and expertise I was hired primarily to help run our many Wendy’s restaurants.

2/04/6/07 Wen-Neb Inc. (Wendy’s Nebraska)

Lincoln, Nebraska

General Manager,

Responsible for all aspects of restaurant operations and service, including but not limited to hiring, training, scheduling, ordering, vendor interactions, and community involvement. Inspection results averaged 95%, profits were higher than at any other time over the restaurants 50 year existence. I also Led the computerization of the facility and eventually, the entire corporation.

Education

01/17- 6/18 Master’s Degree Intercollegiate Sports Administration; Concordia University, Nebraska.

Expected Graduation Date of 6/2018. Current GPA 4.0

02/12-5/15 Bachelors of Business Marketing; University of Phoenix, Phoenix, Arizona

Graduated with a 3.5 GPA I have received extensive training in computer applications, and education on marketing systems, tools, and applications.

11/10-02/12 Associates of Art-Sports Management, University of Phoenix, Phoenix, graduated with a 3.6 GPA Received education in management philosophy, styles, and processes.

Received education and training in web based applications.

Received education and training in all aspects of Microsoft Office.

Received education in all aspects of running a sports organization; from concessions, maintenance, budgeting, interviewing, hiring, vendor relations, public relations, ETC.

02/95-11/96 Associates of Computer Programming; Gateway Electronics Institute, Lincoln, Nebraska 3.9 GPA

I also have been through 7 different companies “Business Management Schools” Finishing at the top of every training class.

References:

Kimberly Steiner

General Manager, Wendy’s

402-***-****

Randee Long

General Manager, Wendy’s

402-***-****

Jason Dety

Restaurant Manager, Wendy’s

308-***-****