Customer Service District Manager

Professional Overview

Strong expertise in business, program management, training, human resources, marketing, and front-line customer service

** ***** ** ********** ** pricing/negotiations with beer, wine, and liquor vendors and distributors in the St. Louis Region

25 years of multi-unit director experience

25 years of senior-level managerial experience in the customer service industry

38 years of experience in the restaurant industry

Professional Experience

McAlister’s Deli – August 2021 – Present – Area Director of Operations

Built staffing back in six restaurants that lead to all dining rooms open again.

Identified in house talent and promoted 6 to assistant managers.

Identified future leaders and developed to the GM and AGM role.

Summit Distributing – November 2018 - December 2020 – Regional Account Sales Manager – Regional Sales Lead

Built sales by 134% in my first three months

Only Account manager to hit his sales target every month for the 14 months I’ve been there.

Bandanas BBQ – August 2015 – November 2018 - District Manager

Increased sales by 7.4%

Increased profits by 115%

Reduced annualized turnover from 148% to 63%

Promoted 3 Internal candidate

Increased catering sales 133 percent

WKS/Sunrise – March 2013 – August 2015-Denny's - District Manager

Achieved sales growth of 5.4% first year.

Implemented theoretical food cost system to the St. Louis Market.

Achieved a 1.5% variance in food cost in 9 months

Developed 6 managers to General Managers

Acquired 3 new stores in three months and converted them

Increased EBITA by 8% in 19 months

Bandanas BBQ – January 2011 – March 2013 - District Manager

Opened one restaurant with record sales and profits

Achieved best food cost variance in the company 1.3%

Recruited three new managers for the new store opening

Highest net profit in the company at 16.6%

100% manager retention during my tenure

Achieved highest guest loyalty scores average 96%

Increased catering sales 92 percent

Show Me's July 2009 – December 2010 – Owner Operator

Achieved 5.6% sales growth

Trained one General Manager

Increased food sales by 3.4%

Increased liquor sales by 13.9%

Applebee’s International (St. Louis): July 1996 – July 2009

Area Director, General Training Manager

Achieved consecutive year sales increases in 1999 (8.2%), 2000 (7.4%), and 2001 (5.4%)

Successfully opened 6 new restaurants

Sole Area Director to serve on a Value Engineering Committee that developed our ‘Small Town Applebee’s’ concept

Piloted the food cost management system for the company and assisted in the rollout of the system to the St. Louis Region

St. Louis region representative for pricing/negotiations with beer, wine, and liquor vendors and distributors in the St. Louis Region

Lead 8 general managers, 35 managers, and over 550 hourly associates to results that improved guest satisfaction, improved profitability, and increased market share

Developed and promoted 2 General Managers to Area Director status

Trained top company executives including:

*Franchise Consultant *5 Area Directors

*2 Directors of Operations *Director for International Services

*2 Vice Presidents of Operations *Franchise President

Selected to serve on the Area Director Leadership Council (2000, 2001, 2003, and 2005). Selection was based on outstanding results and leadership ability

Recognized as National Area Director of the Year (1999, 2000)

Professional Experience, Continued

Denny’s Restaurant (St.Louis, Mo): March 1983 – July 1996

District Manager, Training General Manager, Market Training Manager, Manager, Unit Level Employee

Oversaw the operations of four Denny’s restaurants

Developed two stores into training store status

Achieved sales growth of 1.1 million dollars over a 3 year span

Awards and Recognition

National Area Director of the Year: 1999, 2000, Applebee’s International

Leadership Conference – Highest Hourly Retention (1999)

Leadership Conference – Highest Customer Service Scores (1999)

Area Director of Excellence- Highest Customer Service Scores (2000)

Area Director of Excellence- Highest Mystery Shop Average (2000)

Area Director of Excellence- Highest Comp Sales Growth (2000)

Friend in Fundraising Award: Make A Wish Foundation (2006)

Leadership

*Mentor *Planned and facilitated meetings

*Developed Bee’s and Badges fundraiser *Pioneered pancake breakfast for the St. Louis Region

*Area Director Leadership Council (2000, 2001, 2003, 2005)

Professional and Community Activities

Make A Wish Foundation - Co Chair (2003, 2004, 2005, 2006, 2008), Chair (2007)

Special Olympics – 1999 through Present, Developed the Bee’s and Badges fundraiser

Pioneered Pancake Breakfast St. Louis - raised thousands of dollars for local schools/communities

Illinois Fraternal Order of Police - golf tournaments co-organizer

The Little Devil’s Football Organization - Volunteer Head Coach (1993, 1994)

Education

Southwestern Illinois College (1983-1985): Belleville Illinois, Business Management

Belleville Township High School East (1979-1983)

References/Contacts - Available upon request

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