Call Center Help Desk

RAYMOND MCHALE

703-***-**** *********@*****.***

Sterling, VA linkedin.com/in/raymond-mchale

HIGHLY ACCOMPLISHED EXECUTIVE

Results-driven executive with a track record of driving revenue growth and profitability while minimizing operational costs and risk. Skilled in implementing training and development programs to assess results and identify trends, prioritizing operations to create exceptional customer experiences, and building strong relationships with both internal and external partners. Effective leader who inspires and empowers individuals and teams to achieve their best. KEY COMPETENCIES

• Leadership • Team Building • Customer Satisfaction

• People Development • Budget Management • Program Management

• Multi-Unit Management • Project Management • Trend Analysis

• Profitability

• Risk Management

• Facilities Management

• Performance Management

• Construction Management

• Driving Results

PROFESSIONAL EXPERIENCE

Suite Management Franchising

Director, Facilities Management 2022-2023

Playing a critical role in the development of all current and new locations for the corporate side of the business, including everything facilities and construction related, new store acquisitions, vendor management, program development and management

• Created a vendor engagement platform including implementation of MSA, resulting in process and procedure for vendors from set up to invoice submission

• Implemented structured preventative maintenance program resulting in team development, asset management, P&L awareness, and asset management

• Planned and executed major renovations resulting in a fresh, updated look for current and future members

• Prepared detailed operational financial results for potential acquisitions resulting in clear executive decision making

• Counseled repair, maintenance, and capital budgets resulting in team development

• Collaborated with executive team developing tools to analyze current business trends resulting in better way to determine ROI

Extra Space Storage

Regional Facilities Manager 2021-2022

Responsible for the facilities management of 170+ locations including a multimillion-dollar budget to manage site assets proactively and reactively. Vendor Management.

• Established partnerships with internal and external teams resulting in positive and successful interactions and outcomes

• Cultivated strong relationships with new vendors to provide effective, efficient service to support company initiatives

• Mentored Store Managers and District Managers to assist in identifying facilities related areas of opportunity

• Collaborated on all regional $10M+ budgets including branding, loan obligations, and company innovation projects

• Conducted site assessments to establish a safe environment through asset management

• Generated RFP process for all 2022 projects

Raymond McHale Page 2

RRM Companies LLC

Founder / CEO/ President of Operations 2019 - 2021 Specialized in Facilities and Construction Services to support operations initiatives. Partnered with retail associates and service providers to enhance business in a variety of ways. Worked with small and large retail, non-profit, and residential operators to assist in maintaining operationally sound business choices.

• Supported companies in need of developing facilities and construction programs

• Collaborated with service providers to provide facilities services to non-profit companies

• Partnered with interior designer and real estate agents to provide a plan to renovate residential spaces

• Conducted commercial site surveys and condition reports providing support for acquisitions and mergers

• Provided commercial consultation services for facilities management and renovation needs

• Incorporated operational policy and procedure to structure the daily interactions of construction crews, sub-contractors, and vendors as needed for a residential development company as acting COO and VP of Program Development Ratner Companies, Tysons, VA 2013 – 2019

Sr. Director, People Support Services 2018 – 2019

Directed and supported facilities management program for up to 1000+ locations including the Resource Center, Production Services, and Help Desk functions for all Ratner brands

• Negotiated current agreement between Help Desk Contractor resulting in a new agreement and a repaired relationship

• Spearheaded hiring and execution of new call center

• Collaborated with all departments to implement operational programs as well as facilities and construction initiatives

• Implemented a plan to roll out POS replacement project, working closely with IT department

• Led sales force initiative to integrate new communication portal and help desk customer service program

• Participated in ongoing capital planning meetings to support facilities and distribution center initiatives Director, Facilities Management 2013 - 2018

Oversaw all functions and employees of the Facilities Management Department. Responsible for all budgetary responsibilities, support of all company initiatives, vendor management, software management, energy management, remodel, and refresh construction programs

• Incorporated an Asset Management Program, resulting in a decrease in maintenance spending by 300K+ per year

• Managed regional renovation programs for 3 regions, resulting in over $800K+ in savings

• Created new Brand look for 2015 company salons. Worked collaboratively with peers toward a new interior and exterior brand design

• Managed all company headquarters facility and renovation projects including offices, conference rooms, and general areas

• Developed team leaders by specifically developing skills around the performance management process resulting in development and enhanced coaching of the team

• Spearheaded the implementation of a facilities management software program resulting in a more sophisticated tracking of financial results improving daily efficiency as well as managing outlier behavior in a more effective way.

• Outsourced the Facilities Management Program. Researched companies, conducted an RFP, hired company to execute a customized Facilities Management Program. The company was on target to save a potential $600k to $1M Raymond McHale Page 3

Starbucks Coffee Company 1997 – 2012

Facilities Services Manager 2010 – 2012

Supported Regional Operations. Responsible for the facilities management of up to 100+ locations, including a multimillion-dollar budget to manage site assets proactively and reactively. Vendor Management

• Maintained area budget for 100+ locations for 10 consecutive quarters while supporting operational teams and initiatives

• Established a positive relationship with store and district operators by leveraging store condition as part of accomplishing business and unit goals resulting in more efficient budgeting

• Mentored Store Managers and District Managers to assist in identifying facilities related areas of opportunity

• Communicated regional and district updates on a regular basis

• Conducted site visits to identify maintenance needs and quality assurance checks resulting in better QA scores

• Certified remodeled and new construction sites through “LEED Certification” program District Manager 1999 – 2010

Responsible for all operational aspects of store operations, as well as the management and development of people. Vendor management and leading company operational initiatives at a regional level

• Developed a structured approach to P&L review. Studied current trends in performance to identify areas of opportunity. Implemented strategies to improve flow thru producing top of the region results yesrly. Highest CC % FY09; Among the top 2 for CC and TC % to target for 5yrs running

• Implemented a training store for all new hires in NYC district. Instituted a district training program. Increased partner learning and retention resulting in spearheading changes to a company-wide Core Training program

• Led the New York City Region in the following company-initiated projects: Communications Point Person for NYC and Boroughs, Restructure of dry good deliveries, Back-room Organization, Clean Sweep, Consolidated Distribution, New Store Turnover lead and Renew New York resulting in the “Spirit of Starbucks” award for outstanding results for all initiatives ADDITIONAL RELEVANT EXPERIENCE

Starbucks Coffee Company

Store Manager

Ski Shawnee Inc.

Food and Beverage Director

Marketing and Sales Representative

EDUCATION

Associate of Arts and Sciences (AAS) Business Administration/Religious Studies Pillsbury College, Owatonna, MN General Studies Montgomery County Community College Organizing Innovation Institute for Management Studies MEMBERSHIPS AND CERTIFICATIONS

• RFMA Member

• PRSM / CONNEX Member

• Certified Type I & II HVAC, American Trainco,

• Electrical Certification, American Trainco,

Raymond McHale Page 4

RECOGNITION

• Louie Award – Outstanding achievement – 2014, 2017

• Gary Levy Courage Award – Challenging the status quo – 2014

• Cambridge Who’s Who Professional of the Year Award - 2010 -2011 Induction

• Bravo Awards – Each year from 1997 - 2012

• Profitability Award – 2008, 2009, 2010

• Partner Retention Award – 2003, 2005, 2009, 2010

• District Manager of the Year – 2006

• Spirit of Starbucks Award – 2001, 2004

• Louie Award – Outstanding achievement – 2014, 2017 COMMUNITY INVOLVEMENT

Autism Awareness Juvenile Diabetes Relay for life/Cancer Awareness Dementia/Alzheimer Awareness Earth Day Aids Walk

Equality St Jude’s Children Mercy Home

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