Manager Customer Service

Michael James Whitlock

Clermont, FL 407-***-**** **************@*****.***

Comprehensive experience leading Human Resource functions in operations management, talent acquisition, training and staff development, and compliance efforts.

CORE COMPETENCIES

Training and Staff Development Program Planning Instructional Content Design E-Learning Modules

Motivational Team Leadership Employee Relations Financial Analysis Talent Acquisition Team Builder Operational Management

EXPERIENCES AND ACHIEVEMENTS

Human Resource Generalist Proficiencies

Full Service Employment Cycle, Recruiting, Onboarding, Orientations, Compensation, Performance Reviews, Employee Retention, Training and Development, and Conflict Resolution for 125 direct hires at Denny’s

Developed and maintained employee relations reducing Employee Complaints from 15 annually to 0 over an 8 year span

Opened 6 Hooter’s, including staffing each unit with over 110 employees

Reduced staff turnover from 120% to 20% by partnering with other businesses in seasonal markets

Maintained and managed all employee files for the unit including E-Learning system

Lead and develop efficient and cohesive management team

Performance Reviews and Development Plans for Management Teams

Organization development plans

Training and Development Proficiencies

Instructor and Proctor over 85 Food Safety classes & exams throughout Orlando, Miami, & Pennsylvania

Trained Managers, District Managers, Human Resource Managers, Senior Management and New Franchise Owners for Denny’s throughout the southeast

Developed, Trained & Mentored 85% of current General Managers in the Denny’s Orlando market

Tested and developed training materials, content and classes for 2 new company systems from inception

Trained 65 company managers on Point of Sale system for Great American Steak & Buffet

Trained in classroom, on the job locations and e-learning platforms

Planned and Delivered Monthly and Quarterly Training Meetings for over 150 people

Succession Planning

Operational Management Proficiencies

Forecasting, Scheduling, Inventory Management, Purchasing, Safety Compliance & Sanitation for unit generating 3.4 million in revenue

Increased profit 6% year over year

Developed and executed business plan that increased revenue from 2.6 million to 3.4 million in first year

Involved in the planning & design layout of kitchen & dining prototypes for Hooter’s

Consistently in top three of Corporation for best controllable cost; considered a subject matter expert

P& L Analysis

Strong Business Acumen

Ability to collaborate with all levels of an organization

Ability to work in fast-paced environments

Multi-concept experience

Creating Reports and Data Analysis

Independent and Team player

Able to develop pipelines for future revenue

CAREER HISTORY

2016-2017 Inside Territory Manger Veritas Technologies Heathrow, FL

2006-2016 General Manager Denny’s Kissimmee, FL

2003-2006 Customer Service Representative AirTran Airways Orlando, FL

2000-2003 Manager Chili’s Myrtle Beach, SC

1997-2000 General Manager Great American Steak & Buffet Myrtle Beach, SC

1996-1997 Manager American Food Courts Myrtle Beach, SC

1995-1997 Manager Hooter’s Myrtle Beach, SC

EDUCATION

Bachelor of Applied Science, Organizational Management, Lake Sumter State College

Certifications, Serv-Safe (#11887402) and PHR (In Progress)

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