Call Center Customer Service

**** ********* **, ********* *****, US, ***** •

****.**********@*****.*** • 720-***-****

JEFF PHILLIPS

PROFESSIONAL SUMMARY

Experienced leader with nearly 25 years in franchise business management, training, and operations. Expertise in call center development, construction management, franchising and franchise services, corporate training, compliance, customer service, and team building. Proven track record in improving operational efficiency, increasing top line revenue, and enhancing profitability across various franchise and corporate environments. Veteran of the US Army. EMPLOYMENT HISTORY

FOUNDER/CEO Aug 2012 - Present

SIX5 Consulting

Lead Consultant for Small Businesses, Franchise Companies, Leadership Mentoring working with companies to help turn around or improve top line sales, profitability, and overall operational efficiency with concise training programs and more targeted hiring plans. Our approach was to simplify and improve on all company and personnel efficiencies. HEAD VOLLEYBALL COACH AND TRAINER Mar 2010 - Present Self Employed

Volleyball Coach and individual trainer for several local youth clubs and 2 high school teams. Worked for the youth national team tryouts in 2011 at the Olympic Training Center. My aim was to work on not just athletics and overall fitness but build strong mental toughness and character. VICE PRESIDENT OF FRANCHISE RELATIONS Mar 2021 - Nov 2023 The Flying Locksmiths

Brought on to help build infrastructure within the corporate office, build policies and procedures, establish engagement from existing franchise owners, build company strategy, improve Franchise training program, and improve top line revenue/increase profitability for owners. Manager of the company call center of 40 employees and management team. During my tenure,1/3 of our owners moved over the $1 million mark from 3 when I started, more owners above break even than in the company's history, established franchise owner, technician, and GM training programs as well as 4 regional training centers. Owner engagement was at the highest level in the company's history. Mentored and coached the COO and owner of the company as well as the sales, operations, training, and call center departments. SR. FRANCHISE BUSINESS CONSULTANT/DIRECTOR OF OPERATIONS Dec 2017 - Sep 2020 Edible Arrangements

Franchise Business Consultant to owners and stores in 10 states as well as Director of Operations for the Utah Market corporate locations. Out of 19 FBC I was ranked in the top 5 in the company for territories metrics on sales increase. Responsible for compliance, operations, training, marketing, P&L management and budgeting, new store openings and store transfers. ZONE MANAGER/SR. FRANCHISE BUSINESS CONSULTANT Feb 2008 - Jun 2012 Little Caesars

Franchise Business Consultant to 138 locations in 4 states. Handled field and corporate training for owners and managers as well as compliance, new store openings, running and managing franchise conventions, financial management and budgeting and store transfers. REGIONAL SERVICE MANAGER Mar 2005 – Dec 2007

Molly Maid

Responsible for all franchise owners west of the Mississippi for training, compliance, marketing, operational excellence and brand management. Responsible for a team of 6 in my region.

REGIONAL TRAINING MANAGER/DIRECTOR OF CONSTRUCTION May 2000 - Mar 2005 Quiznos Corporate

Director of Construction and directly managed the construction process for new stores (60 in 18 months) for Ohio and Michigan. Managed all Contractors, Architects and Approval processes to ensure they were licensed and bonded as well as corporate approved vendors. Also, prior to that managed the compliance process at corporate in conjunction with legal, operations support, test kitchen, national field team and customer call center manager and national training team.

GENERAL MANAGER/NEW STORE OPENER Sep 1996 - May 2000 Jamba Juice

General Manager of 2 locations in the Denver area and new store opening specialist for 15 locations in 4 states. Responsible for hiring, training, and leadership of the teams at those locations as well as store marketing and community outreach programs. My locations always finished in the top 5 best locations competitions as the GM. E-4 SPECIALIST/INFANTRY/SUPPLY AND ARMORY MANAGER Oct 1989 - Apr 1993 US Army

Light Infantry Unit was the top unit in the Army for 2 years that specialized in nighttime operations and jungle/city/close quarters contact. I was the company commander's assistant, supply room manager, ran the mail room and armory, and played on the All-Army volleyball team.

EDUCATION

BUSINESS MANAGEMENT Sep 1997 - Dec 2007 Multiple Schools BUSINESS ADMINISTRATION AND PROJECT MANAGEMENT 1996 - 1997 Golden West College Huntington Beach, CA

COURSES

GRADUATE WITH HONORS FROM HAMBURGER UNIVERSITY FOR MCDONALD’S SERVSAFE® CERTIFICATION

ServSafe

TRAIN-THE-TRAINER CERTIFICATION

RECRUITING/INTERVIEWING/HIRING TRAINING CERTIFICATION JEDI OPERATIONAL EXPERT TRAINING Jan 2008 - Aug 2008 Little Caesars - 6-month program SKILLS

Call Center Management, Construction Management, Corporate Training, Regulatory Compliance, Customer Service, Employee Relations, Leadership Development, Operations Management, Project Management, Franchise Management, Strategic Planning, Financial Management, Marketing, Team Building, Store Operations, New Store Openings, Performance Management, Budgeting, Vendor Management.

ADDITIONAL INFORMATION

MILITARY SERVICE

US Army

• E-4 Specialist/Infantry/Supply and Armory Manager

• Light Infantry Unit named top unit in the Army for 2 years

• Specialized in nighttime operations and jungle/city/close quarters contact

• Company commander's assistant, supply room manager, mail room and armory manager

• Played on the All-Army volleyball team

MILITARY ACHIEVEMENTS

• Multinational Force and Observers Medal

• National Defense Service Medal

• Fort Ord Base Volleyball Championship Team and MVP

• All-Army Volleyball Team

• Named Best Infantry Unit by Army Magazine in 1991 and 1992 PROFESSIONAL AWARDS

• 2022 Executive of the Year nominee, The Flying Locksmiths

• 2010, 2011 Field Consultant of the Year nominee, Little Caesars

• 2008 Area Representative Quarterly Achievement Award, Little Caesars

• 2000, 2001, and 2002 Employee of the Year nominee, Quiznos

• 1999 General Manager of the Year nominee, Jamba Juice

• 1999 Highest Rated Store in Customer Service, Jamba Juice TECHNICAL SKILLS

Proficient in Microsoft Office Suite, multiple POS applications, tier 1-3 tech support, HEAT Call Center Software, recruiting software, proprietary recruiting software, and web- based applications.

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