Customer Service Vice President

SM Steve Mallard

Grayson, GA ***** 404-***-**** ************@*****.***

PROFESSIONAL

SUMMARY

Performance-driven Vice President with 12 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.

Talented Vice President with excellent employee development, customer service and analytics skills coupled with more than 12 years of experience. Comfortable giving engaging presentations to clients to drive new business, expand accounts and establish brand profile. Excellent team builder and leader of initiatives. High-achieving leader with demonstrated skills in integrating operational strategies, building partnerships and developing new revenue streams. Skillfully manage KPIs and internal controls to monitor operational trends and devise forward-thinking solutions. Results-focused, flexible and resilient in resolving issues.

SKILLS Performance Monitoring

Portfolio Management

Profit Objectives

Motivational Leadership

Okrs and KPIs

Employee Motivation and

Performance

Lead Generation

Revenue Generation

Critical Thinking

Business Leadership

Public Speaking

Cost Analysis and Savings

Business Development

Data Analysis

Policy Development and

Enforcement

Strategic Planning

Hiring and Onboarding

Leadership and People

Development

Industry Expertise

Verbal and Written

Communication

Recruiting and Interviewing

Logistics

Documentation

Customer Service

WORK HISTORY EXECUTIVE VICE PRESIDENT OF RESTAURANTS 10/2021 to CURRENT OPERATIONS

Mountain Express Oil Alpharetta, GA

Responsibility includes overseeing the Company's entire Operations for Restaurants and Foodservice.

We have brands in our travel centers and C-Stores like (Hardee's, Wendy's, Subway, Cinnabon, Dunkin Donuts, Focus Brands and Inspire Brands). Also, I oversee the C-Store brands like Hunts Brothers, Brothers Chicken and Hot Stuff Pizza.

Overseeing a $600 million dollar p&L with 12 Directors of their respective Departments. I lead 4 Directors of Operations which includes 6 District Managers per Director. We also grew at a rapid speed. In 2021 we acquired over 125 locations in the US. Also we open over 10 new locations.

I lead an acquisition team to accomplish this major milestone. I set up accounts and brands for the company as we acquired locations. Making sure we qualify to be a franchisee for each brand. While doing all this, I led my team to 20% profit margins across the platform. Coaching and maintaining brands standards, food safety while driving customers and profits.

Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands Increased company profits through performance optimization strategies and efficiency improvements.

Identified and solved issues with production, workforce and material sourcing to drive business objectives.

Identified opportunities to improve business process flows and overall departmental productivity.

Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives. Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.

Diminished regulatory risks by overseeing adherence to insurance and safety regulations across projects.

Worked with COO to create long-term tactical plan to grow business. Supervised daily operations of multi-million dollar Type operation. SENIOR DIRECTOR OF OPERATIONS 05/2012 to 01/2021

Travel Centers Of America Atlanta, GA

Annual Sales Volume: $400M

• Lead a multi-state team responsible for 88 Travel Centers that generates over $400M in total annual sales.

• Deliver $150M in annual restaurant sales and achieved a sales increase of 13.3% & 5.3% in profits

• For the food business responsible for managing 2 Directors, 10 District Managers, 88 General Manager, 77 Assistant Managers and over 2500 hourly employees

• Manage a diverse set of Quick Serve Restaurants brands including Popeyes, Subway, Burger Kings, Dunkin Donuts, Starbucks, Saberro's and other brands.

• Accountable for the management of the P&L for the $400M business and establishing agreed to annual targets with Executive Management team and oversee the results on-going with the General Managers Trained new employees on proper protocols and customer service standards.

Assisted in recruiting, hiring and training of team members. Trained and guided team members to maintain high productivity and performance metrics.

Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Managed purchasing, sales, marketing and customer account operations efficiently.

Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization. Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency

Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.

FRANCHISE OWNER 05/2002 to 10/2012

SUBWAY®Restaurants Jackson, MS

Owner Operator of 5 locations in the Jackson, MS Market. Build 4 restaurants and acquire 1 location.

Managed labor, inventory and overhead costs effectively to maintain business profitability.

Handled team, customer and operations issues with calm, knowledgeable strategies to keep business on-track against targets. Cultivated strong relationships with customers via in-store connections and strong social media presence.

Expanded business by hiring and training staff, finding new locations and marketing franchises to local consumers.

Recruited and developed successful leadership staff to handle day-to-day business operations.

Oversaw payroll, business planning and marketing for franchise operations.

Coordinated business paperwork such as contracts, employee files and tax submissions with good organizational skills.

EDUCATION Bachelor Of Social Science Business 06/2001 Liberty University, Lynchburg, VA

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