Customer Service Ups Store
Resume:
Mandy Walters
Lafayette, IN 47909
765-***-**** ****************@*****.***
PROFESSIONAL EXPERIENCE:
*/**/**** ** ******* THE UPS STORE (17 Franchised Locations IN/OH) Indianapolis, IN
Director of Training and Development
Oversee 17 THE UPS STORE locations training and development departments
Created entire Associate Training Curriculum, now has been handed over to Headquarters for implementation in all 5,100 locations nationwide
Helped develop and provided input on current training curriculum for all 5,100 locations nationwide
Certified Trainer in Indiana, Ohio, Tennessee and Kentucky
Train new franchisee’s who enter THE UPS STORE network on how to operate their business per the center operations standards and compliance
Handle all training scheduling in Indiana, Ohio, Tennessee and Kentucky
Handle all QuickBooks transactions for training payments
6/2018 to 8/2020 Texas Roadhouse Lafayette, IN
Culinary Manager
Oversee, schedule and train approximately 100 employees
Improve EFS sanitation score to above 92%
Improve operations, ticket times and steak quality
Budget food, produce and dairy orders, while controlling costs on PNL
10/2017 to 5/2018 Creasy Springs Health Campus Lafayette, IN
Director of Dining Services
In charge of staffing, scheduling, ordering, Care planning for Residents, cooking, budgeting etc.
Improved Customer Satisfaction Survey from an 8.87 to a 9.56 over previous director
Made equipment moves in the kitchen for better kitchen flow and more efficient workstations
2/2016 to 9/2017 Longhorn Steakhouse (Darden Restaurant Group) Terre Haute, IN
New Restaurant Opening-Culinary Manager
Hired for Indianapolis Market-quickly chosen for NRO manager
Carefully interviewed, selected, trained and supervised staff
Set up kitchen equipment and work flow from scratch
Achieved steaks grilled correctly score of 95% within a few weeks of opening
3/2011 to 2/2016 Red Lobster (Darden Restaurant Group) Indianapolis, IN
General Manager
Annual Sales Volume: $2.6 Million
• Hired on as Assistant Manager with the responsibility of Beverage & Hospitality took over as Culinary Manager 2011
• Chosen for the new store opening in Lafayette, IN
• Promoted to Regional Beverage and Hospitality Manager in charge of 9 units LBW cost, compliance etc. did rollouts and weekly conference calls
• Regional Manager used her as a regional task force manager to help underperforming units. 6 in total
• Promoted to GM 6/2014 General Manager / urban market specialist
• Achieved high restaurant ratings in 12 months by moving ranking from 700 out of 705 restaurants to 363 of 712 restaurants.
• Achieved high guest satisfaction ratings from 41% to 71%.
• Achieved positive cash flow through at a restaurant with negative cash flow for over 4 years
• Carefully interviewed, selected, trained and supervised staff.
• Clearly and promptly communicated pertinent information to staff, such as new promotions, new regional programs and contests.
• Correctly calculated inventory and ordered appropriate supplies.
• Strategically developed effective marketing plans, Bar Harbor Runs and Seaside Tours to increase sales and profits while managing costs.
• Piloted new Staffing and Training Position and trained General Managers and director on new position.
• Prepared for and executed new menu implementations.
• Oversaw front of house and heart of the house personnel to maintain adequate staffing and minimize overtime
EDUCATION & CERTIFICATIONS:
2009 – 2011 The Art Institute of Indianapolis Culinary Arts/Chef Training, 3.0 Culinary Management
2005 – 2009 Purdue University Hospitality and Tourism, Management
2005 – 2006 Elite University of Cosmology Cosmetology License, Cosmetology, 4.0
Indiana Notary Pubic
Microsoft Word, Excel, PowerPoint, Outlook, Hot schedules, POS
ServSafe Certified, Indiana Liquor License
PROFESSIONAL REFERENCES:
Lacey Holstein: Director of Print and Client Relations, 2 years
**************@*****.*** 317-***-****
Amy Woodall: THE UPS STORE District Manager, 5 years
*******@*****.*** 812-***-****
Rich Bowden: Team Lead Information Systems Security Officer, 2 years
*******.******@**.*** 513-***-****
Jeff Eller: Vice President Operations NextLevel/Aramark, 5 years
********@***.*** 812-***-****
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