Customer Service Multi-Unit

Asja Cooper

**** ********* ****** *** *. Las Vegas, NV 89084 • 702-***-**** **********@*****.***

Accomplished, highly adaptable Director of Operations with 23 years, progressively responsible experience encompassing multi-unit business management, general management, hiring and onboarding processes, training and development. Demonstrate leadership and distinguish performance in startup, turnaround, and operational management of multi-unit planning/scheduling techniques, vendor/inventory management and inspiring team collaboration to provide exemplary customer service. Organized with strategic business sense and ability to balance needs of guests, business, and staff. Employ creative problem solving for goal achievement.

Core Competencies

• Sales and Customer Services Best Practices

• HR-Hiring, On-boarding, Staff Training, Scheduling, and Development

• Cash Management and Expense Control

• P&L Management/Budget Process

• Business/Operations Management

• Inventory Control and Loss Prevention

• Turnaround /Staff Retention

• Front/Back End Operations

Job History

International House of Pancakes

April 2021-Current, Director of Operations

I am responsible for training and developing general managers during and post pandemic with limited staffing for a multi-unit franchise mandated by the EEOC. Promotes and encompasses culture of civility amongst leaders and their subordinates. Assist leadership in the development into their roles while working closely with HR recording and reporting policy violations within the franchise; following compliances that align with an EEOC consent decree. Essentially holding management accountable for their performances to ensure they conciliate with local, federal, franchisee, and corporate expectations. Conduct mock assessments to ensure management and teams are meeting standard level expectations following best practices for food safety and sanitation guidelines to keep the public safe from foodborne illnesses. Exceeding brand standards are at the forefront of my priorities. As the leader of any organization, I understand that the team member experience and the guest experience are interconnected. Promoting a diverse work environment that is a positive, safe space for team members leads to civility and morality shared within the organization, resulting in retention and improved performances. Finally, a great team member experience leads to a great guest experience which ultimately results in reduced guests complaints while increasing guest traffic and sales.

International House of Pancakes

March 2021-April 2021, Regional Area Manager

After being off for year during the pandemic I was asked to return by the franchisee and corporate as the “Regional Area Manager” to assist the company in turnaround improvements. Multiple units had recently failed inspections, were poorly staffed, underdeveloped, and desperate to build back better as businesses began to ramp up after the government shut down and limited capacity. Within my first week I worked closely with the location in most need of leadership to pass a health re-inspection that would put the location back in good standing both locally and with the corporation. The other locations would also pass their re-inspections in the coming weeks with my leadership and guidance. Within my first 30 days I was promoted to the Director of Operations.

International House of Pancakes

February 2002 to February 2020, General Manager

General manager delivering exceptional improvement in sales and food/labor costs. Manage full scope high volume full service restaurant—P&L, budgeting and cost control, sales, promotions, vendor-inventory management, front-of-house and back-of house operations, quality assurance, safety and sanitation, regulatory compliance, technology upgrades, performance standards, team leadership, training, and manager reporting. Certified IHOP manager. Placed number 8 in the world out of 20 on former CEO Julia Stewart’s DineEquity Chairman’s Club for highest increase in traffic volume and maintaining an “A” and “Platinum” status ranked restaurant.

• Demonstrate high degree of integrity, commitment, and respect for self and others. Sets priorities to monitor goals and achievements and maintains transparency of work with supervisor and colleagues.

• Increased owner profits by reducing food and labor costs

• Score high on all health department and corporate inspections

• Monitor and reduce discounts and voids while improving customer satisfaction by increasing staff productivity and service through creative scheduling and performance training

• Hire and train staff of 50+ employees on proactive customer service, igniting teams to attain aggressive standards with high commitment to detail, presentation, cleanliness, and service.

• Sustained exceptional staff retention rate in high-turnover industry while assuring performance levels to exceed established goals and standards, demonstrating proven team-forming and leadership skills.

• Assembles evidence files and obtains information from relevant sources necessary for the HR Specialist to determine appropriate guidance/advice to management

• Responds to internal and external inquiries via email, telephone, memorandum, and/or in person. Handles sensitive employee and customer matters professionally. Fosters positive professional relationships within and outside the work atmosphere.

• Resolve issues that can be satisfied by an explanation of personnel policies and refers significant problems to the appropriate HR Specialists in these program areas. Evaluates sensitive personnel issues and counsel employees on the requirements and repercussions of viable options. Responds to a variety of inquiries regarding program policy and procedures.

• Prepares and maintains records on all actions associated with Employee and Labor Relations. Processes and documents HR actions in Employee and Labor Relations

Hush Puppies

1998 to 2002, Worked as a cashier/hostess

Education

Earned a GED, 2002

Course work at University of Phoenix for an Associates of Arts. Graduated in 2012.

Contact this candidate