Customer Service General Manager

James L. Thomas

*** ***** **. ********, ** ***** 229-***-**** **************@*******.***

Professional Summary

I offer more than twenty years of extensive experience in all aspects of Management and Operational Experience in department stores and restaurant industries. I have been successful with the ability to adapt and adjust to challenging operations following policies and procedures by implementing the changes needed to provide exceptional quality and customer service. I have acquired the knowledge to assess and build a plan to increase profit gains by developing a plan to reduce expenses. I’ve built a skilled and diverse team, and together we’ve established a proven track record with a high degree of professionalism and commitment to team development.

Skills & Abilities

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·Influencing, leading, and delegating abilities

·Superior communication skills

·Solution-focused mindset

·Food Service knowledge

·Adaptability – Efficient under pressure, always meet deadlines

·Passion for Management

·OSHA State and Federal Law Knowledge

·Ability to initiate/manage cross-functional teams and multi-disciplinary projects

·Excellent Interpersonal Skills

·Critical Thinking

·Logical Thinking

·Conflict Management

·Conflict Resolution

·Time Management

·Strategic Thinking and Planning

·Excellent analytical skills: Expert in forwarding thinking & innovation research.

·Detailed-Oriented

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Professional Experience

GENERAL MANAGER PIZZA HUT ASU DINING/ELIOR OF NORTH AMERICA/ MAY 2015-PRESENT

·Initially transformed and eliminated all OSHA violations to a Class A Rating.

·Effectively managed a Pizza Hut-owned restaurant within the policies and guidelines of the company, ensuring 100% satisfaction customer at all times.

·Effectively controlled day-to-day operations by scheduling labor, ordering food and supplies, and developing the restaurants team

·Controlled profit & loss, by following cash control/security procedures, maintaining inventory, managing labor, reviewing financial reports, and taking appropriate actions

·Conducted recruits, interviews, hired team members, conducted performance appraisals, applied discipline actions, and effectively trained new hires.

·Ensured maintenance of equipment, facility, and grounds through the use of a preventative maintenance programs

·Ensured OSHA, local health and safety codes, and company safety and security policies are met at all times

·Created value for shareholders through efficient operations, appropriate cost controls, and profit management

Food Service Director/ ASU Dining/Elior North America 2017 to present

ASSISTANT MANAGER KRYSTALS RESTAURANT 2010-2015

·6 Months of Acting General Manager training experience.

·Supported the General Manager in managing the daily operations and staff of Krystal’s restaurants

·Promoted the execution of all Company policies, procedures, programs and systems

·Ensured achievement of restaurant objectives while following Company guidelines, as well as compliance with all federal, state and local laws and ethical business practices

·Trained and supervised all Shift Leaders and Crew Members in the restaurant, and participates in creating and maintaining an environment and culture of engaged employees

·Worked between multiple stores within the region from a Cook to a Shift Leader, Supervisor and Manager

SENIOR SALES TECHNICIAN STAPLES 2007-2010

·Engaged customers on the sales floor.

·Used VIBE behaviors to create a buying environment.

·Built relationships with Certified Tech Associates to create synergy across all technology departments

·Maximized Champions Mobile and Technology selling programs both in-store and online

·Exhibited Staples Selling behaviors in all interactions and communications with customers, associates and management

·Provided effective responses and resolved customer requests and concerns

·Achieved all sales goals

FURNITURE MANAGER AND SALES LEAD BIG LOTS 2007-2010

·Provided accountability for the leadership and operational performance of the furniture department, including furniture sales and related processes

· Provided furniture salesperson training, customer service, and merchandising and presentation standards guidance

·Assisted customers with product information, selection, and purchase.

·Manages the price hold process, including weekly audits

·Develops plans for furniture department coverage during special events

·Identified furniture display needs in a sufficient time that allowed displays to be built to merchandising standards

·Ensured third party delivery program was marketed to customers and understood by associates

ACCOUNT MANAGER WALLACE ELECTRIC 2007-2008

·Managed a portfolio of accounts in a selected region.

·Used current contacts and clients to generate new business

·Engaged in project management duties and provided training to all electrician teams

·Conducted Payroll duties, delivered presentations and attended meetings with clients.

·Achieved day to day goals and provided daily activity progress reports to district authority

LEAD SALES ASSOCIATE AND CASHIER CROWN SPECTRUM STORES 2004-2006

·Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.

·Receive payment by cash, check, credit cards, vouchers, or automatic debits and issued receipts, refunds, credits, or change due to customers.

·• Established and identified prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners.

·Bag, box, sort, count, and wrap currency and coins

·Assisted with inventory control and supervised and trained other team members

ASSISTANT MANAGER WAL-MART 1994-2007

·Started as a Floor Specialist and Earned the position of Assistant Manager through hard-work and dedication

·Managed Facility operations (Front-end, Fresh areas, Sales Floor, Accounting, Receiving, Membership and Refunds, parking lot and grounds, Professional Services, Tire and Battery Center, Jewelry, and Photo), including ensuring asset protection, inventory control, Member services, safety, and compliance in each area as part of daily assigned duties and communicating with other Managers and Associates about Facility operations, merchandising, and Company direction

·Models, enforces, and provides direction and guidance to Associates on proper Member service approaches and techniques to ensure Member needs, complaints, and issues are successfully resolved within Company guidelines and standards

·Reviewed budgets for sales, expenses, and wages and monitored club indexing, making sure budgeted numbers are achieved, and ensured department staffing levels are within company guidelines

·Worked as part of the management team to ensure all opening and closing procedures are followed, including communicating with opening and closing managers to ensure a smooth transition from day to night operations

·Discussed merchandising opportunities and directions, scheduling concerns, associate issues, any issues needing to be escalated, additional resources needed, and any special opening or closing instructions or information.

·Provided supervision and development opportunities for Associates

·Oversaw and enforced the execution of food safety standards, cold chain compliance and food merchandise quality

·Oversaw the implementation of and participates in community outreach programs and encourages Associates to serve as a good member of the community

·Ensured compliance with Company and legal policies, procedures, and regulations for a Facility

OWNER AND DIRECTOR SELENA’S SEAFOOD RESTAURANT 1993-1994

·Ensure compliance with all government authorities including OSHA safety standards, fire codes and plant EPA guidelines to develop beneficial information.

·Developed plans for managing/retaining creative recipes between breakfast lunch and dinner menus.

·Managed all aspects of the company first hand.

·Handle escalated problems and develop quick resolutions to prevent issues from growing.

·Analyzed operations and production components to ensure optimization.

·Recognized as one of the best Seafood Family Owned Businesses

SENIOR FLOOR SUPERVISOR SOUTHERN CLEANING COMPANY/ DIRT BUSTERS, LLC 1992-1996

·Controlled the overall floor maintenance of hard surface and carpet

·Provided services including dust and wet mopping, stripping, waxing, buffing, shampooing, extraction & bonneting of areas that include offices, resident rooms, corridors, lobbies, entrances, stairwells and other public areas such as dining rooms

·Performs housekeeping and cleaning activities within well established guidelines and assigned areas to ensure that quality standards, safety guidelines and customer service expectations are met

·Maintained equipment and products-Carpet cleaning by using approved methods and products-Spot cleaning of carpets as needed

·Responsible for securing working area, using appropriate safety barricades, and removing when duties were completed

·Assured area safety for public use

·Followed all safety and personnel rules and regulations

DIRECTOR OF OPERATIONS THOMAS CLEANING SERVICE 1990-1998

·Set challenging cross-functional goals that support the organizational goals and strategies.

·Integrated functional strategies, utilizing business expertise to reach financial and operational objectives.

·Researched and developed new strategies to achieve company goals and objectives – Deployed resources to reach financial forecast and business objectives.

·Developed plans for managing/retaining talent inside organization and for improving leadership strength.

·Developed operational functions essential for increasing firm’s productivity such as product promotion and placement – Evaluated and established standards and guideline that were to be followed by all Warrior Trash Personnel.

·Monitored company policies and developed new operational procedures in order to increase efficiency.

·Direct all aspects of production operations with full oversight for 25 employees in the operations department.

·Analyze operations and production components to ensure optimization.

·Collaborate with financial teams and accountants to study operational expenses, revenues and cash flow.

·Meet with executive management and board members to conduct presentations on operational strategies and enhancement projects.

·Ensure compliance with all government authorities including OSHA safety standards, fire codes and plant EPA guidelines to develop beneficial information.

·Develop strategies to enhance operational workflow and enhance delivery of services by modifying communication schedules.

·Streamline policies and procedures to cut down on waste, reduce expenses and improve operational production.

·Handle escalated problems and develop quick resolutions to prevent issues from growing.

·Recruit, hire and train employees including performance appraisals, recommended promotions and recognition.

·Managed all aspects of the company first hand.

·Ability to present public presentations and plan, deliver, administer and evaluate all company programs.

·Demonstrated knowledge of principles and concepts of Service Management to advised and counsel others.

Certifications and Recognitions

·ServSafe: Food Protection Manager Certification #8813267

·Walmart: Department Manager Increase in Sales Certification

·Walmart: Certified Assistant Manager

·Krystal’s (BM): Basic Management Training Certification

·Krystal’s (AM): Advanced Management Training Certification

·Pizza Hut: General Manager Training Completion

·Acknowledgment of Hard work and Dedication

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