Vice President Customer Service
Resume:
David Culley
(Willing and able to relocate)
813-***-**** ad08hk@r.postjobfree.com
Phoenix, Arizona 85054
EDUCATION:
University of Wisconsin Oshkosh Oshkosh, Wisconsin Bachelor of Arts Degree in Journalism PROFESSIONAL EXPERIENCE:
National Drivers Solution
1/2022 - August 2023 Scottsdale Arizona
Vice President of Operations
Annual Sales Volume: $ 20 million
● Nationwide logistics company contracting drivers for auto parts delivery.
● Supervise 25 managers with 800 drivers in 25 states.
● Maintain customer service levels by managing CRM model and Actual vs.Theoretical model.
● Analyze weekly P@L for financial opportunities.
● Hired and trained 7 new managers.
7/2019 - 11/2021 Havana Central New York & New Jersey Director of Operations
Annual Sales Volume: $20 million
● Cuban themed full service restaurant chain with four restaurants pre-covid: Times Square, Garden City (Long Island), Yonkers and Edison, New Jersey.
● Hired as Director of Operations reporting directly to the owner.
● Hired to relieve the owner of day to day operations and bring four restaurants into consistent operations.
● Responsibilities included but not limited to; Overall efficiencies in restaurant operations, hiring front of house and back of house management staff, P&L performance, labor and health department compliance, executing marketing plans from an operations perspective, and bringing efficiencies to the repair and maintenance of each location.
● Lead re-opening of three locations in compliance with all Covid related regulations.
(Reason for looking : Relocated back to Phoenix to reconnect with family) 10/2018 – 5/2019 Le Pain Quotidien PA, FL & Washington D.C. Area Director of Operations
Annual Sales Volume: Oversight of $50+ million
● International chain of Bakery, Catering and Casual Upscale Restaurant Concepts with full table service featuring scratch kitchen; founded in Brussels, Belgium with some locations in the United States.
● Hired as Regional Director of Operations, equivalent to Vice-President in other organizations
● Managed 2 District Managers, 3 Area Managers and 500 employees at 25 restaurants
● Oversight of Pennsylvania, Florida and Washington D.C. area restaurant concepts
● Reported to the Head of United States Operations
● Responsibilities included but not limited to; Strategic Planning, Setting Goals, Overall Efficiencies in Restaurant Operations, Utilization of Analytics and Promote Accountability
(Reason for looking: Actively recruited by P&A. Desires long-term opportunity in operations for solid and growing restaurant group. Went to organization because former boss went to company but after joining, they started closing locations in United States and there is lack of growth. Loves full-service restaurant and bar concepts and desire to return to days of long tenure with solid and growing group passionate about food and service.) 02/2018 - 10/2018 Steak ‘n Shake Various Locations, FL District Manager
Annual Sales Volume: $1.5 million - $2 million per unit
● Counter-Serve Hybrid Casual Dining Concept with Table Service known for steakburgers & milkshakes in diner-like space with retro flair
● Hired as District Manager for Florida
● Oversees 4 restaurants and General Managers in Sarasota, Bradenton, Port Charlotte and St. Petersburg
● Increased sales 5% by coaching on execution and implementing training methods with management and staff
● Reduced customer complaints 50% by improved staffing and coaching of managers
● Upgraded 1 General Manager and 3 Assistant Managers
(Reason for looking: Summer 2018 company announced change from District Manager model to Franchise Model, eliminating District Manager roles, encouraging all General Managers and District Managers to purchase location and work in Owner Operator Model. The company made layoffs in August 2018, including Divisional President; future was uncertain. Left on good terms and was called upon by former boss with immediate position at Le Pain Quotidien.) 01/2016 – 05/2017 RomaCorp Inc Tony Roma's Orlando, FL Regional Vice President U.S. Operations
Annual Sales Volume: $66+ million
● Long-running full-service casual dining chain known for ribs, onion loaf & Romarita
● Hired as Regional Vice-President for U.S. Operations
● Oversaw 22 Tony Roma’s franchise restaurants and 4 corporate units; managing all operations, P&L results and guest satisfaction
● Acted as consultant with franchisees; creating good rapport, assisting in operations to help them achieve positive results, coaching and guidance on areas of opportunity
● Selected to train the new Tony Roma’s concept menu rewrites, upgrading of service
● Collaborated with multiple internal departments and acted as liaison for franchisees to feel connected to the organization
● Created, developed and implemented NEW CONCEPT of Private Dining, which included service standards, kitchen execution, FOH execution, menu development, roles and responsibilities of sales manager and local marketing beginning with iconic high-volume “I-Drive” location, Miami Beach location
● Oversaw remodel and updating of high-volume Tony Roma’s on International Drive in Orlando, located near Disney, including managing GC and final punch list ($5 million+ sales per year)
● Recognized as leader in coaching, training and development with accountability on expectations, timeliness and follow-up
● Executed brand standards audits with follow up plans at 6 franchise restaurants
● Improved prime costs at Fire Grill by 20% year after year – 2015 Company decided to try new concept of an upgraded Tony Roma’s Fire Grill featuring farm to table cuisine with local vendors
● Coached and developed 3 Managers to promotions at company owned restaurants
(Reason for leaving: Corporate layoffs. Vice President from Bloomin’ Brands moved to Tony Roma’s and brought staff with him. Learned quickly Tony Roma’s growth was focused on franchising and outside the U.S. Tony Roma’s corporate went from 50 U.S. locations to 3 locations and the position was eliminated.) 01/ 2015 - 01/2016 Bloomin’ Brands Tampa, FL
Corporate Senior Director of Growth
Annual Sales Volume: $5+ million per unit
● Hospitality chain of casual dining restaurants of Outback, Carrabba’s, Bonefish Grill and Fleming’s
● Oversaw all areas of restaurant openings and worked to support field operations teams
● Managed opening of new restaurants, leading team of regional trainers, including new location in Florida
● Assessed openings with joint venture partner (multi-unit supervisor)
● Monitored pre-opening budget in coordination with finance department
● Rewrote new restaurant training schedule to improve effectiveness and results
● Increased hands-on training of kitchen staff
● Added EcoSure training for Kitchen and FOH
(Reason for leaving: Position was eliminated as Bonefish Grill was not opening new locations.) 05/2004 – 01/2015 Darden Restaurants Various Locations, FL Based Director of Operations (District Manager)
Annual Sales Volume: $48+ million ($6+ million per unit)
● Full-service restaurant group which includes Seasons 52, Eddie V’s, Bahama Breeze, Longhorn Steakhouse and Yard House
● Hired as General Manager-in-Training at Seasons 52
● Promoted following training to General Manager and selected to open the 3rd Seasons 52 location in the country in Altamonte Springs in the Orlando area
● Promoted in 2006 to Director of Operations
● Oversaw 8 Eddie V’s locations in San Diego, Newport Beach, Scottsdale, Chicago, Tampa and Orlando (Upscale Modern Steakhouse & Bar/Lounge)
● Oversaw 5 Seasons 52 locations between Orlando, Atlanta and Tampa (Seasonal Upscale)
● Increased annual comp restaurant sales by 4% and electronic guest satisfaction by 5%
● Reduced manager turnover by 30% and hourly turnover by 20%
● Transitioned Seasons 52 brand from R&D phase to concept within organization
● Developed and maintained systems to manage labor law compliance
(Reason for leaving: Leadership had moved from Darden to Bloomin’ Brands and there were better career opportunities at Bloomin’ Brands at the time.)
Additional Work Experience:
1993 – 2004 Houston’s Various Locations in AZ, CA and TX General Manager
Annual Sales Volume: $6 million - $9 million per unit
● Upscale American casual dining restaurant chain owned by Hillstone Restaurant Group, headquartered in Beverly Hills with 51 Hillstone locations in 13 states
● Hired as Restaurant Manager in Phoenix, AZ
● Promoted to Assistant General Manager in Brentwood, CA
● Selected to rotate as AGM at Manhattan Beach, Orange County and Century City locations
● Promoted to General Manager in Los Angeles and Manhattan Beach
● Selected as General Manager for Wilcrest location in Houston, TX
● Selected to be General Manager of Kirby Drive location, successful turnaround of highest volume location in Houston, TX
● Selected as General Manager of Fountainview, TX location
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