Customer Service District Manager

Michael Sciacca

**** ***** **** ***** ******, Texas 77352 281-***-**** **********@**********.***

District Management Professional

Promote competitive positioning through sales and operational performance improvements.

Decisive, driven and forthright Operations Management Professional with documented record of leading multi-million dollar growth and stellar improvements in market share. Strategic sales revitalization expert known for building strong teams, over-delivering on customer promises and quickly achieving targeted revenue results. Foster an environment of open mindedness and creativity that allows for the flow of innovative ideas to drive differentiation in a highly competitive and crowded retail market. Eager to contribute demonstrated leadership, staff development and workflow turn-around expertise toward supporting the goals of a world-class employer in a senior level operations role.

Core Competencies

Business Analysis/Process Improvement

Diversity/Cultural Awareness

Establish Solid Infrastructure

Develop Customer-Centric Culture

Increase Cash Flow/Decrease Costs

Train, Mentor and Motivate Teams

Profit and Loss Accountability

Marketing/Promotion Initiatives

Understand Competitive Landscape

Workflow Analysis and Optimization

Professional History

2011 to Current: Fiesta Mart Inc., Houston, TX – Territory Manager of Area Operations/19 stores

Sustain and maintain complete oversight for 20 grocery stores in Houston through hands on leadership, people development, and change management.

Nominated as the Turn-Around Operator for fiscal year ending 2012. Turned around 18 underperforming stores with over $100,000.00 in quarterly losses to $150,000.00 quarterly gross profit by implementing a solidified turn-around action plan and strategy.

Reduced Shrinkage in my area over 1.7% per store quarterly with in the last year by implementing new efficiencies checklist, system usage and execution, product movement strategies and displays,

Departmental weekly inventories, ordering/purchasing build to standards put into place, promoting

Brand awareness and value through creating and proofing an effective ad as well as how to

compliment the ad with cross and theme merchandising strategies.

Created and implemented an ongoing company initiative focused on culture, employee and manager accountability, setting weekly sales and customer count goals, conducting daily departmental huddles, and customer engagement resulting in a 3-9.5% sales and customer count increase in my territory since 2012.

2008 to 2011: Wendy’s, Emerald Foods Inc., Houston, TX - District Manager

Maintain complete oversight for all budget management, financial planning, cash flow analysis and P&L performance for 12 store locations generating over $50MM in annual revenue.

Lead aggressive turn-around strategies for underperforming locations with over $1MM in annual losses, securing $400K incremental revenue growth; eliminate ineffective staff and recruit, hire and install strong management and service teams to drive performance results.

Evaluate customer feedback to drive growth and loyalty; employ various communication and marketing tools to improve customer service indicators and create a customer-centric environment where customers can enjoy a personalized dining experience.

Instruct staff in successful client service deliver and retention strategies to increase revenue in a challenging economic climate; provide ongoing training and mentoring to improve performance.

Effectively drive revenue and profitability results through a combination of innovative marketing, customer service and cost containment practices; implement strict internal cost controls to identify potential savings opportunities to maximize profitability results and growth.

Key Accomplishments

Grow annual revenue from $44MM to $50MM throughout the district; deliver lowest loss runs company-wide and integrate strict food, labor and supply controls to bring controllable costs under budget by .52%.

Create strong management bench through improved training and recruiting strategies; conduct comprehensive SOE’s to ensure food safety and speed of service improvements while transforming culture around exceptional customer service and accountability at all levels.

Reduce register voids by 2% through retraining and nearly eliminate internal theft and shrink.

2007 to 2008: Ace Cash Express, Houston, TX - District Manager/Operations Designate

Provided day to day leadership and oversight for 21 check cashing/retail lending locations with over $1B in annual revenue; transformed company culture to create a credible, customer friendly environment for consumers with less than perfect credit to obtain payday loans, net-spend cards and check cashing services.

Michael Sciacca

2023 Round Wind Trail Crosby, Texas 77532 281-***-**** **********@****.***

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Key Accomplishments

Achieved best buy-back results, company-wide through very strong customer service, compliance and lending strategies; reduced collections to nearly 0% by training staff and management on proper protocols for approval of loans.

Trained, developed and guided a high performing team of Customer Service and Management teams; achieved high level accountability among all branch decision makers and led district to rank of 44 of 800 in sales, revenue and performance results.

2003 to 2007: Game Crazy, Houston, TX - District Manager/Regional Manager

Instrumental in leading this organization to periods of unprecedented growth; solidified brand imaging, introduced standardized operating requirements and provided continuity during several buyouts and acquisitions in a highly fluid industry.

Key Accomplishments

Ranked #1 for profit levels for districts company-wide; achieved over $40MM in annual sales revenue and assembled a high performing, winning sales and management team to capitalize on industry trends and growth opportunities.

Led brand imaging development for the “store within a store” concept to provide a rounded shopping experience for consumers looking for used and new gaming and video products.

Encouraged a high level of “trade-in” activity to capitalize on used product re-sale value and delivered a 42% increase in profit margin in a highly competitive industry.

1990 to 2003: Sonic Restaurants, Houston, TX - Supervising Partner

Drove stellar revenue and profitability results from $600K to $1.5MM throughout a multi-unit territory. Named Operator of the Year in 2001 and received ongoing recognition for turning around underperforming locations from 2001 to 2004, increasing viability, revenue and profitability results.

Key Accomplishments

Developed and implemented training and development courses for delivery throughout the territory covering topics including food safety, customer service and operations enhancement.

Through strong operational leadership, process improvement and retraining, increased cash flow by double digits on a monthly basis and improved sales by 15% to 35% per store, per week.

Early Career

1986 to 1990: JoJo’s Restaurants, Inc., Houston, TX - General Manager

1984 to 1986: Carousel Snack Bars, Humble, TX - Multi-Unit/General Manager

Education and Technical Proficiencies

Sam Houston State University, Huntsville, TX - Bachelor in Business Administration

Double Bachelor’s Degree (Business Administration, Psychology)

SAP, Tess, Sonic, Quick-Res, ACIS, Execustar, Boss, Sword, MS Office Suite, Vision, CAD and Cobalt.

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