Customer Service Project Management

CHARLES REEDUS

Chelsea, AL 205-***-**** **********@*****.*** www.linkedin.com/in/charles-reedus-17809b107

Accomplished leader with expertise in strategic planning, project management, and operational optimization. Proficient in driving efficiency and cost-effectiveness through process improvements and resource allocation. Skilled in team development, fostering a collaborative environment, and cultivating high-performance teams. Proven ability to analyze data and implement solutions to enhance organizational performance. Strong focus on achieving goals, exceeding expectations, and delivering impactful results. Effective communicator with a talent for building relationships and influencing stakeholders.

CORE PROFICIENCIES

Project Planning & Execution Strategic Operations Management Financial Analysis & Budgeting Team Leadership & Development

Talent Acquisition & Recruitment Process Improvement Vendor Management Contract Negotiation Cross-Functional Collaboration

Customer Service Excellence Business Development Conflict Resolution Communication & Negotiation Skills

PROFESSIONAL EXPERIENCE

Cracker Barrel Old Country Store Birmingham, AL Jun 2020 to Present

District Manager

Managed operations across seven district stores, ensuring accountability for performance metrics and operational benchmarks. Implemented innovative team-building exercises to engage staff and reduce turnover rates. Identified and developed high-potential individuals to foster a culture of performance excellence. Optimized revenue streams by managing expenditures on food, beverages, and labor resources. Restored store profitability through operational evaluations, strategic enhancements, recruitment of skilled personnel, and training advancements. Drove district-wide expansion through sales initiatives and elevated customer service standards.

Selected Accomplishments:

Achieved a turnaround from -5% to neutral traffic within six months.

Maintained the lowest hourly turnover in the region consistently for two years at 91%.

Achieved the lowest management turnover in the region, maintaining 19% turnover.

Consistently exceeded prior year (PY) sales by 7% monthly and each quarter.

Delivered a 4% increase to the bottom line in the first year in the role.

Applebee's Neighborhood Grill & Bar Birmingham, AL Jun 2006 to Apr 2020

Regional Manager

Provided mentorship and direction to general managers, ensuring adherence to proper processes and methodologies. Recruited skilled and adaptable team members, executing innovative business strategies to bolster revenue growth. Exploited profit potential by attracting top-tier talent and meticulously managing brand perception to surpass planned performance objectives. Reduced turnover rates via the implementation of robust training initiatives and engaging employee programs.

Selected Accomplishments:

Achieved the lowest hourly turnover from 2009 to 2014, maintaining 94%.

Achieved the lowest manager turnover in the company at 29% in 2015.

Awarded Regional Manager of the Year in 2016 for achieving a year-to-date (YTD) comp sales increase of 24%.

Consistently grew Net Operating Income (NOI) by 3% annually as a Region.

ADDITIONAL EXPERIENCE

Restaurant General Manager Applebee's Neighborhood Grill & Bar Birmingham, AL

EDUCATION & CREDENTIALS

Bachelor of Science in Business Management Alabama A & M University Normal, AL

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