Customer Service Assistant Manager

Summary

Skills

Adam Ellison

*** ******** ****, ******* ******* 33870

(H) 336-***-**** (E) **********@*****.***

Experienced entrepreneur and manager driven to improve processes and increase sales through customer service and a direct hands-on management style. Bringing strong communication and problem solving to all aspects of work. As a pioneer, I am always future focused, creating or adapting to new ways to streamline operations and processes.

Experience

Customer Service

Improving Performance

through Supervision and

Training

Policy/Program Development

Profit and Loss accountability

Operations Management

Troubleshooting Expertise

B2B Sales and Advertising

Employee Scheduling

Recruiting and Hiring

Cost Analysis and Savings

Inventory Control

Leadership and Team Building

Calm under Pressure

Strategies and Goals

02/2020 – Present Adam A Ellison & Associates Avon Park, FL Insurance Broker

IMO contract independent broker

Direct customer sales with products in Life, Health, and Assets Controlled budgets for expenses including marketing CRM control through Opt and Switchboard

Hiring of potential future agents

Hosted and conducted digital platform and product trainings Analysed clients problems and needs, recommended solutions Implemented personal social media marketing

Coached commission agents to achieve personal goals 08/2013 – Present Florida High School Athletic Association Sebring, FL Game Official – Football and Basketball

Officiates interscholastic athletic events

Master both the rules and mechanics of the game

Shall work with other officials in a constructive manner Uphold the honor and dignity of the game

Shall remain mindful of conduct

Enforcing the rules of play

Recognition of emergency conditions

09/2015 – 10/2019 Boom Inc. Dba Sonic Drive In Pooler, GA Supervising Partner

Recruited, hired and train into position new operators for each unit to improve operations

Spearheaded growth initiatives to improve operational standards Evaluated budget plans monthly and help project trends Led market meetings with all operators to update and align sales objectives Returned stores to profitability by reviewing operations, implementing improvements, restructuring frameworks, hiring talented staff and enhancing training programs

Reduced customer complaints by one-half within six months in position Lead each stores transition and remodel including POPs and INFOR Identified and developed top talent within management structure to promote performance-oriented culture

09/2013 - 09/2017 Boom Inc. Dba Sonic Drive In Greensboro, NC Operating Partner

Changed the image of the location by restaffing the atmosphere Developed local promotions focused on increasing sales traffic resulting in first year sales increase of 23.1%

Increased customer satisfaction by creating and implementing training program for successful employees

Created management departments to control different aspects of the unit Implemented a three (3) stage hiring process to only accept the best Improved customer service by creating a mystery shop contest rewards program for all active staff. Updated standards for the monthly, quarter and year with each completed shop

Mystery Shopped and hired locals to mystery shop my location to have a twelve (12) experience snapshot monthly

Negotiated with new vendors contracts to control costs Established new marketing and sales promotions to generate sales Coordinated monthly budgets, managed profit and loss, and consistently met desired margin targets

Spearheaded remodel including dining room, POPs and INFOR software system Established, enforced, and updated policies keeping business agile and responsive to changing market conditions

3x Boom – NC 15% Net Profit Club (Jan 15, Jul 15 and Sep 15) 2015 Turnaround Operator of the Year out of 93 locations 2017 Operator of the Year nominee out of 90 locations 6 of the 8 assistant managers since have been promoted to either General Manager or Operating Partner opportunities

Average employee tenure during the third and fourth years were over two and one-half years each year

01/2013 - 09/2013 Hams Restaurants Greensboro, NC Raised Bevenco accuracy from 84% to 96% in six (6) months Reduced Food Cost overall usage by 1% during that time Promoted an Assistant Manager to General Manager

Increased Sales by 14% in 2nd Quarter over previous year 08/2010 - 01/2013 Cookout Restaurants Greensboro, NC Training Store Manager

Lead and evaluated training program for management in the central region Created a culture of challenging the team to become the best food cost and speed of service location in the central region. This was accomplished within 8 months

Created, organized, and modified the company’s first ever management training guideline flow chart

Durham location was established as the main phase two management training location

Durham location sales was increased by 12% in the first year Assisted the District Manager in obtaining, re-organizing, re-staffing, and training three (3) units to improve operations

Summit, the 4th highest volume location was the second worst food cost location for a year, was relocated to this location and within 6 months was a top 5 food cost and total expenses location

Broke the single week sales record five times while at Summit Reorganized store #1 Randleman for operations, including re-staffing the entire management team

Acting assistant district manager, over ten locations, while district manager was assisting the new store opening team, thirty (30) days at a time.

03/2009 - 05/2010 Hardee's Newberry, FL

General Manager

Positioned at a time when only had one (1) manager on staff Promoted trustworthy individual as shift supervisors Coordinated the staff development of a high-volume location for quality Return unit from Red QA Audit to Green

Return unit from Red Safety Audit to Gold

Return unit from Yellow Financial Audit to Gold

Established a system of four (4) crew leaders

Designed sales and local marketing strategies to improve revenue Assisted in the grand opening of the Dundee location Test pilot store for the Hand-Breaded Chicken Tender creation. Assisted on adding input for the company product standards guide. Trained and promoted shift leader to become my replacement when moving to North Carolina

01/2008 - 01/2009 Dunkin Donuts Ocala, FL

Training Store Manager

Established the location regaining the Dunkin Certification Conducted training of new management for new locations being built certificates to employees who completed training to recognize accomplishments, boosting motivation and retention Created original franchise-wide P&L system for monitoring and tracking costs and profits

Helped tracked and negotiate the closing of the bakery and saving the location expenses by outsourcing to a satellite kitchen

Assumed supervision of the attached convenience store Assisted the district manager in the supervision and training of two (2) other locations

Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals for the franchise 09/2006 - 01/2008 Wendy's/Pilot Travel Centers Ocala, FL General Manager

08/2002 - 01/2006 Wendy's Tallahassee, FL

General Manager

Education and Training

Jupiter High School Jupiter, FL

High School Diploma

Honor Roll 2001 Senior Year

3.7 GPA

Certifications

SafeServ Certified: Instructor

Wendy's Sparkle Certification

Cookout Management Trainer

Sonic Drive-In Assistant Manager Leadership Course Instructor Sonic Drive-In - Sonic Management Seminar

Sonic Drive-In - Train the Trainer

Sonic Drive-In - Leadership Enrichment And Development Sonic Drive-In - Sonic Equipment Seminar

State of Florida 2-15 Insurance License

Contact this candidate