Customer Service Operations Director

ADAM WILLIAM STILES

*** ** ***** ***** ***** Valley, MO 64029 816-***-**** ************@*****.***

FRANCHISE OPERATIONS DIRECTOR

Dedicated and dynamic leader and operations manager with extensive experience planning and executing business strategies that generate revenue and result in quality control, business expansion and customer retention. Demonstrated ability to oversee all aspects of day-to-day operations management in multi-unit franchise environment. Skilled at managing lucrative business relationships and negotiating with vendors and suppliers. Hands-on manager who directs projects from start to finish. Dedicated to providing high quality customer service. Experience supervising, coaching, mentoring and developing staff. Available for relocation for right opportunity.

Areas of Skills & Expertise

Leadership

Negotiating

Financial Management

Supply Chain Management

Supervising & Training

Multi-Unit Management

Strategic Planning

Coaching & Mentoring

Client Relationship Management

Sales & Business Development

Quality Control

Vendor Relationships

Customer Service

Human Resources

Microsoft Expertise

Budgeting

Process Improvements

Organization

PROFESSIONAL EXPERIENCE

ARAMARK, PHILADELPHIA, PA 2016 – 2024

SENIOR OPERATIONS EXCELLENCE MANAGER

Member of the Center of Excellence for an American Facility Management, Food and Uniform provider acting as a pseudo property management company. Served as Subject Matter Expert for Custodial, Grounds and Trades in Start-Up & Triage activities nationwide.

Subject Matter Expert for Operations Excellence, Client Retention, Safety and CMMS programs nationwide

Developed and maintained excellent vendor relationships with 3M, Ecolab, Diversey, Kaivac, Tennant, USA Clean, TMA, Go Spot Check enabling increased productivity, training, and service levels with Front Line Managers.

Drove innovation, recruitment, training, implementation of programs along with ongoing start up support process for incoming business locations including Sports Stadiums, K-12, Higher Education, Healthcare, EBay, Boeing, General Motors and Anheuser Busch to ensure a smooth and profitable startup.

Extensive travel to troubled locations for triage activities analyzing P & L, customer relationships and improving operation processes and procedures to retain client satisfaction and improve profitability results.

CITY WIDE FACILITY SOLUTIONS INC., LENEXA, KS 2000 – 2016

DIRECTOR OF OPERATIONS AND FRANCHISE SUPPORT (2002-2016)

A commercial cleaning franchise company. The firm operates by selling franchises in major metropolitan markets that sell over 20 multiple services primarily janitorial B to B acting like a property management company. They then support these franchises with sales, operations and back-office activities to improve the brand and franchisees service and profitability.

Drove recruitment, implementation and ongoing support process that resulted in City Wide growth from five franchise cities to 33 franchise cities in 10+ years.

Planned and execute business strategies to on-board franchisees into system and oversaw training and development of “on the ground” sales and operations.

Served as a performance business coach for 15-20 franchise locations coaching and influencing them to improve on revenues and profitability and achieved 100% growth in revenues with each market.

Drove sales and maintained customer retention rate of 90%, taking City Wide from $86,000 per month in revenue to $10,000,000 per month in revenue during this period.

Led City Wide franchise recognition in The Entrepreneur 500 ranking for 2007, 2008, 2009 and 2010 and in 2015 reached Top 300 franchise concepts.

Negotiated national agreements on behalf of City Wide with major suppliers such as Staples Advantage, Hillyard Chemicals and Clarke Equipment to reduce franchisee costs by 30%.

Led formation of Franchise Advisory Council for City Wide and served as a member for 12 years, creating multiple programs to improve sales, human resources and customer retention within franchise system.

Implemented and Maintained the City Wide Applicant Tracking System program that helped double our recruiting efforts which increased the efficiency in the recruiting and onboarding stages.

Planned, executed, and led City Wide’s Franchisee Convention for 13 years keeping franchisee’s satisfied and informed and staying under budget for 13 straight years.

QUALITY CONTROL MANAGER (2000 – 2002)

Oversaw all aspects of sales and customer service for 75 buildings. Duties included all aspects of customer service, selling additional services and extensive problem solving on a daily basis. Interacting with a variety of personalities while displaying leadership abilities

ADDITIONAL EXPERIENCE

SEARS CARPET AND UPHOLSTERY CARE, RIVERSIDE, MO

GENERAL MANAGER

Oversaw all aspects of day-to-day operations management, including human resources, route implementation, advertising, marketing, customer service, managing a call center, P & L accountability and supervising, training and developing staff. Started this division form the ground up starting with 3 carpet cleaning teams and doubling to 6 teams

WASHINGTON INVENTORY SERVICE, SAN DIEGO, CA

REGIONAL MANAGER

A national company performing inventories for retail establishments. Duties included aggressively marketing our product line to establish new accounts and expand business with existing accounts. Maintain all aspects of HR, Training, Succession Planning and Development in a multi-unit environment. Performed customer service for high-profile accounts while achieving consistently high service levels creating long term customer relationships. P and L Responsibilities included cost management, budgeting, meeting/exceeding profit plans, measuring and maintaining high production levels.

EDUCATION

College courses at Michigan State University and Oakland University

AFFILIATIONS

International Franchise Association

Franchise Advisory Council for CWF

Society of Human Resources Managers (SHRM)

Certified Professional Maintenance Manager (CPPM)

Lifetime member of the Benevolent Order of the Elks

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