Customer Service Safety Manager

Caleb Holloway

*** **** *****, *********, ** ****1 H: 229-***-**** E: *********@*****.***

Summary

Accomplished sales and marketing professional with demonstrated success in developing and implementing strategic approaches to drive market growth and bottom-line profitability. Strong communicator with natural leadership talent and high energy. Impactful and successful leader, searching for a company with results-based opportunities For advancement, Proficient in building teams and motivating personnel to new levels of performance using strategic operational standards. Skills

● Pleasing People mindset

● Marketing campaign management

● Customer Relationship Management (CRM)

● Partnership Marketing

● Marketing Collateral

● Event Planning and Execution

● Competitive and Trend Analysis

● Tactical planning

● Demand Generation Marketing

● Business Development

● Vendor relations

● Competitive analysis

● Reporting sales

● Deadline-driven

● Articulate public speaker

● Microsoft Office Suite

● Direct marketing campaigns

● Brand recognition optimization

● Project management

● SalesForce & Olo proficiency

● Enthusiastic team player

● New customer acquisition

● Skilled multi-tasker

● Quality leadership

Experience

DISTRICT MANAGER 4/2021 to Present

Cricket Wireless Authorized Retailer- Alabama & Mississippi

● Overseeing 8 locations’ teams and results in two states and 6 markets

● Developing training materials to ensure team members fully understand their role

● Estimating to set monthly and weekly goals for each store based on prior sales data

● Managing personnel through coaching on goals and improving store cultures

● Acting as corporate human resources representative: including hiring, onboarding, and ensuring the training of new employees

● Making schedules for 8 stores based on the business and market needs

● Creating and fulfilling Marketing events in 6 markets to ensure brand recognition and community involvement and relevancy

● Fostering cultures of goal-oriented results and award-winning customer service in every store

● Performing store visits with every location weekly in order to discuss goals and coach on KPI standards

● Setting up continuous training sessions with all teams to reinforce prior training and training on new products and features

● Being responsible for all KPIs and goal percentages, including, but not limited to, Protections plans, auto pay features, and Affordable Connectivity Program sign-ups

AREA MANAGER & NEW RESTAURANTS OPENING DIRECTOR 8/2019 to 4/2021 Chipotle – Birmingham, AL Area (Cullman, UAB Campus, Inverness, Riverchase, & Trussville) Training, coaching, and accountability for 5 General Managers’ results in the following areas (not limited to)

● Estimating supply requirements based on historical needs and projected business levels by accounting for special local events or sports games.

● Developing and implementing strategies to enhance team performance, improve processes and increase efficiency.

● Ensuring the peak of high standards with food safety and quality assurance.

● Mentoring front and back of house personnel on company policies, customer service techniques and professional communication.

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● Monitoring business levels and realigned team positions to provide optimal coverage for customer demands.

● Controlling portion sizes and garnishing to maintain optimal cost controls.

● Seeking out and implementing methods to improve service and team performance, boosting business sustainability with continuous enhancements.

● Keeping food storage and preparation equipment in good working order to maximize safety and cost-efficiency of operations.

● Coordinating optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.

● Responsible for human resources i.e. hiring, retaining, and training staff in a new restaurant opening environment AREA SALES MANAGER 8/2018 to 8/2019

Cracker Barrel Old Country Store - Birmingham, AL Area

● Tracked and reviewed website metrics with SalesForce & Olo to monitor and measure marketing campaigns, spot trends and proactively adjust strategies.

● Optimized profitability to meet marketing objectives and drive product line growth from concept through product life cycles.

● Balanced organizational objectives against customer satisfaction and profit demand to create optimal pricing strategies.

● Reduced process lags by managing employees and administering training on best practices to ensure optimal productivity.

● Leveraged industry trends and competitive analyses to improve customer relationship-building.

● Represented clients to internal and external stakeholders, advocating for individual needs and pushing strategic agendas.

● Oversaw the implementation and training of new off-premise and in-store operations.

● Coached results in all qualifying metrics.

GENERAL MANAGER 05/2017 to 8/2018

Cracker Barrel Old Country Store - Opelika, AL

● Maximized food quality by closely monitoring shipments, preparation and food handling by team members.

● Established and enforced standards of personnel performance and service to provide customers with consistent and positive experiences.

● Controlled portion sizes and garnishing to maintain optimal cost controls.

● Sought out and implemented methods to improve service and team performance, boosting business sustainability with continuous enhancements.

● Kept food storage and preparation equipment in good working order to maximize safety and cost-efficiency of operations.

● Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty. GENERAL MANAGER 10/2014 to 04/2017

Barberitos Southwestern Grille & Cantina - Tifton, GA

● Estimated supply requirements based on historical needs and projected business levels by accounting for special local events or sports games.

● Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.

● Mentored front of house personnel on company policies customer service techniques and professional communication.

● Monitored business levels and realigned team positions to provide optimal coverage for customer demands. MARKETING DIRECTOR 04/2013 to 10/2014

Chick-fil-A - Tifton, GA

● Worked to build the out-of-store sales and community involvement within the city.

● Planned marketing strategies and large events

● Implemented new training on new products and services that were introduced to the restaurant

● Created catering plans for partners

● Marketed for new catering business, while maintaining and heightening client satisfaction levels

● Maximized food quality by closely monitoring shipments, preparation and food handling by team members Education and Training

National Restaurant Association ServSafe

Food Safety Manager Certificate, ServSafe Exam Proctor Certificate, & ServSafe Food Safety Instructor Wilmington University - Virtual Campus Bachelor of Science Business Administration and Management, 2017-18

Charter University - Virtual Campus Bachelor of Science Business Management, 2018-19

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