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Employee Relations Manager

Nashville, TN, 37203
October 11, 2019

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JACK MCKENZIE 615-***-****

Nashville, TN


Energetic, driven, and multi-faceted professional with an exemplary background in Human Resources, Operations Management, and Customer Relations. A visionary leader who is widely regarded for assembling high performing teams that instantly add value to the organization and produce top-level results. Demonstrates extensive experience in all aspects of customer relations and the proven acumen to build and foster profitable business relationships leading to long-term loyalty. Highlights

• 15+ years of senior level, multi-site management experience across multiple industries

• Outstanding leadership skills, mobilizes and motivates employees for optimal performance

• Well-versed in local, state, and federal Human Resource laws, regulations, and guidelines

• Vast background in hiring, training, employee development, and performance management

• Exceptional customer focus, quickly builds relationships and rapport across organizational levels

• Skilled in financial management, forecasting, budgetary development, and P&L responsibility

• Acts with a sense of honesty, personal integrity, and discretion in all business interactions

• Exhibits sound judgment, interpersonal communication, analytical reasoning, and problem-solving Professional Experience

COMMAND CENTER INC. – Nashville, TN (2017 - 2019)

Regional Operations Manager

● Drove operations in all branches within 13 markets across TN, AR, GA, VA, MD, IN, IL, and DC for this specialize staffing service.

● Managed the P&L, human resources, financial reporting, and day-to-day operations for each location.

● Provided comprehensive coaching and mentoring to each branch leaders to enable them to meet all short and long-term goals.

● Held direct responsibility for all recruitment, hiring, and training efforts for all branch personnel.

● Increased revenues in 11 of 13 markets, realizing gains of 21%+ YOY through aggressively recruiting and training new employees and subsequently re-contracting former clients.

● Slashed claims dollars spent by 38% in 2018 by implementing a region-wide safety training initiative in January of 2018.

● Eliminated operating problems and improved service quality and output by developing new operating methods and procedures.

● Conducted in-depth analysis of departmental budget requests and identified areas for reductions.

● Developed the operational discipline and focus to identify and pursue core markets. MUSIC CITY PARKING – Nashville, TN (2003 - 2016)

Chief Operating Officer

● Managed day-to-day operations for this $3.5M parking company moving 500+ vehicles per day at 7 hotels and 3 major restaurants.

● Started the company from scratch and developed targeted sales presentations and contracts for each brand and property serviced.

● Led HR functions including recruitment, hiring, training programs, performance management, terminations, and employee relations.

● Provided oversight, direction, ongoing training, mentoring, and professional development for multiple teams of 250+ employees.

● Boosted revenue through aggressive marketing and sales activity, contract negotiation, and relationship management.

● Partnered with guests and vendors to investigate and resolve $8 - $10K in annual claims, ensuring timely negotiation of settlements.

● Maintained all local and state licenses, permits, and insurance requirements for multiple locations and properties.

● Assumed full P&L accountability for Music City Parking. TOWNE PARK – Nashville, TN (1999 - 2000)

Regional Sales Manager (2000)

● Managed sales of parking services to hotels in a multi-state region including TN, FL, TX, GA, VA, and IN.

● Handled the entire Request for Proposal process from start to finish including all budgetary components.

● Attended all Hotel and Lodging Association monthly meetings in serviced states. Resume: Julie Newmann Page 2 of 2

Operations Manager Opryland Hotel (1999 - 2000)

● Oversaw successful implementation and service delivery of contractual agreements between Towne Park and The Opryland Hotel.

● Led planning, scheduling, training, and management for a team of 12 shift leaders and 75+ valets and cashiers operating 24/7/365.

● Fiscal responsibility included management of the parking budget with revenues of $2.5M+ for valet and self-parking operations.

● Maximized customer satisfaction by maintaining high levels of service while aligning initiatives with the expectations of the client.

● Reported, managed, and resolved any claims within the parking department as needed. AAA DISPOSAL (REPUBLIC SERVICES GROUP) – Nashville, TN (1997 - 1998) Sales Manager

● Recruited, hired, trained, and managed a team of 12 inside and outside sales representatives.

● Prepared monthly, quarterly, and annual sales projections and held full sales P&L statement responsibility.

● Partnered with customers to resolve any escalated concerns or complaints. BFI WASTE SYSTEMS – Nashville, TN (1994 - 1997)

Director of HR, Safety, and EH&S (1995 – 1997)

● Directed Human Resources efforts for the main and satellite locations, supporting 175+ operations and administrative personnel.

● Investigated employee relations matters and collaborated with business partners to address employee performance and conduct.

● Created, maintained, and revised site policies, procedures, and programs.

● Conducted routine safety audits and inspections of multiple facilities, vehicles, and pieces of equipment.

● Advanced health, safety, and environmental compliance throughout the organization.

● Enforced and educated on guidelines set by the company, regulatory agencies, emergency response agencies, clients and customers.

● Conducted thorough investigation of all claims against the company and any company-related accidents, injuries, and near misses. Territory Account Manager (1994 - 1995)

● Managed waste contracts, account retention, and sales of front-end loaders, compacters, and construction roll-off.

● Consistently met all set goals and objectives through client acquisition focused on customer service and satisfaction. Education

BACHELOR OF XXX, SOCIOLOGY – University of Tennessee

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