Bryce Porter

Dartmouth, NS

adit2h@r.postjobfree.com 902-***-****

Highlight of Skills & Qualifications

5+ of senior-level management experience in multiple industries

10+ combined years operational mid-level management positions

Expert at single and multi-unit store management, ensuring organizational development

Strong business and operational development and expansions skills

Experienced in reducing labour and material costs and optimizing efficiency

Very capable when analyzing data, creating objectives and developing and implementing plans looking to achieve those objectives

Very skilled at recruiting, hiring and scheduling talented teams and departments

Extensive P&L, inventory control, operations management, and HR experience

Excellent time management & organization skills

Very skilled problem solver, very capable de-escalating customer concerns and creating amicable resolution plans

Employment Experience

Director of Operations/National Manager – 12390094 Canada Inc.

● Established, developed, and led a business-to-business management company, responsible for directing several hundred contractors across multiple countries

● Established financial, HR, policy, management, and compensation plans for a variety of management contractors in a variety of industries

● Created and negotiated partnerships with new clients and companies

● Consistently proven to improve metrics relevant to each sector, including gross/net profit, food cost, labour cost, conversion rate, and shrinkage

● Developed training material for existing management, increasing the companies value proposition and clients operational effectiveness even after contract completion

● Oversaw and created new expansion and marketing plans, allowing a multi-province expansion

● Wrote and negotiated employment and sales contracts, developing sales goals and targets for each contract according to specific client needs

● Developed strategic and financial policies, allowing the company to expand across 3 countries since incorporation and increase total yearly revenue by 40% despite Covid-19

Contract Multi-Unit Manager – 12390094 Canada Inc.

● Focused on developing and implementing operational changes, establishing P&L controls, creating business and marketing plans, and helping restaurant/hotel owners maximize their operations and profitability

● Reduced labour costs from an average of 34% to an average of 26% within 6 months by implementing operations plans and by improving forecasting accuracy

● Redesigned business plans, marketing plans, and expansion strategy allowing each client to minimize costs while increasing profitability

● Implemented new business models for both food service and hospitality industry businesses, allowing for growth in both industries

● Entered problem locations for the purpose of meeting specific operational objectives; food cost, labour cost, menu redesign, occupancy rate, forecasting accuracy, cost control and any other problem areas

● Worked with business owners to open new locations, improve the value of existing locations and evaluate potential purchases/investments

● Trained all staff with new systems, including replacement general managers

● Visited clients across the company across multiple provinces when requested

Customer Service Department Manager – Target CW

● Directed 300+ staff engaged in technical, finance, and administrative roles

● Ensured compliance with all applicable regulations, including spearheading the companies adoption of the European Union's GDPR ruling

● Managed departmental P&L, increasing profitability by 10% through workflow optimization

● Increased client satisfaction by 22% by implementing new customer service policies

● Created policies, support articles, and techniques for ensuring client account security

● Actively sought out technical flaws and helped develop and oversee their resolution

● Conducted research on and mediated legal issues, contacting the legal team as required

● Supervised a team of 13 team managers, which collectively managed a several hundred member customer service department

● Worked with my management team, overseeing consecutive successful internal audits

Customer Service Manager – Apple Canada

● Planned, organized, directed, and evaluated the operations of dozens of employees in multiple teams, both in retail and contact center environments

● Rotated between a contact center and the technical service departments of retail stores

● Planned and organized the implementation of new technical and customer service procedures

● Developed action plans, provided expertise in response to client and customer needs, supported and advised different departments

● Prepared reports for management committees evaluating technical and customer services

● Worked with clients to resolve any concerns they had, including assessing the reasonableness of, and budgeting for, requests for post-resolution gifts and services

● Created resources and workflow maps for my team, reducing average call time by 16%

● Worked with customers to ensure resolution for various technical issues, taking ownership and following up on unresolved cases

● Worked with other departments to coordinate repairs, sales, shipping, and public relations

● Wrote and published internal support articles for all employees to reference as needed

Resort General Manager – Westwind Inn

● Oversaw all aspects of the resort and restaurant ensuring high standards were always maintained

● Monitored P&L and adjusted pricing and promotional strategies to provide a balance between occupancy and profitability

● Created partnerships between local businesses, increasing revenue by almost 15%

● Planned and created schedules for 25 employees in one-month segments

● Balanced tills, daily revenue statements and completed and audited bookkeeping

● Handled special requests and complaints from guests as well as any issues between staff

● Budgeted and forecasted sales to allow the chef to appropriately order products while reducing variance by 15% and food cost by 12%

● Developed, implemented and evaluated the effectiveness of policies and procedures

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