Operations Manager Customer Service
Resume:
Henry Reed
Jeffersonville, IN *****
***************@*****.***
Professional Summary
Results-driven Restaurant Management and Sales Leader with 18 years of experience in successfully overseeing restaurant operations, team leadership, and customer satisfaction. Proven ability to drive revenue growth, optimize operations, and cultivate high-performance teams. Additionally, 10 years of expertise in sales, consistently exceeding targets, building client relationships, and enhancing profitability. Passionate about delivering exceptional guest experiences while maximizing operational efficiency and sales performance.
Core Competencies
Restaurant Operations & Management
Leadership & Team Development
Sales & Business Development
Customer Service Excellence
Budgeting & P&L Management
Process Improvement
Inventory & Cost Control
Marketing & Promotions
Vendor & Supplier Relations
Multi-Unit Management
Willing to relocate to: Clarksville, IN - New Albany, IN - Jeffersonville, IN Authorized to work in the US for any employer
Work Experience
Operations Manager
Papa John's Pizza-New Albany, IN
May 2023 to July 2024
As an Operations Manager at Papa John’s, I oversee the daily operations, financial performance, and overall success of multiple restaurant locations. My role is focused on ensuring exceptional customer service, maximizing efficiency, and driving profitability while maintaining brand standards. Key Responsibilities:
Operational Leadership & Efficiency
Manage and oversee daily restaurant operations, ensuring smooth and efficient service. Implement and enforce company policies, procedures, and operational standards. Monitor key performance indicators, including labor costs, food costs, and sales growth, to optimize profitability.
Ensure compliance with all health, safety, and food sanitation regulations. Streamline processes to improve speed, accuracy, and customer satisfaction. Team Development & Leadership
Recruit, train, and develop high-performing managers and team members. Conduct coaching, performance evaluations, and leadership training to foster professional growth. Cultivate a positive work environment that promotes teamwork, accountability, and high morale. Lead by example, demonstrating strong work ethic, professionalism, and a customer-first approach. Sales Growth & Customer Experience
Drive restaurant sales through strategic marketing, local promotions, and community engagement. Analyze customer feedback and sales trends to enhance service quality and guest satisfaction. Ensure all locations consistently deliver a superior guest experience through speed, accuracy, and hospitality.
Resolve customer complaints promptly and effectively to maintain brand reputation and customer loyalty.
Financial & Business Management
Develop and manage budgets, control costs, and identify opportunities for revenue growth. Analyze financial reports to track performance and implement cost-saving strategies. Optimize inventory management, reducing waste while ensuring product availability. Work closely with corporate leadership to align with company goals and initiatives. Achievements & Impact:
Increased operational efficiency by implementing streamlined processes and cost-saving strategies. Successfully trained and developed top-performing teams, reducing turnover and improving service quality.
Enhanced guest satisfaction scores through consistent service excellence and staff training initiatives. Drove sales growth through strategic local marketing efforts and exceptional service execution. As an Operations Manager, my mission is to ensure every Papa John’s location under my leadership operates at peak performance while delivering better ingredients, better pizza, and better experiences for both customers and employees.
Service Network Administrator
AIG Insurance-Jeffersonville, IN
June 2019 to May 2023
As a Service Network Administrator at AIG Insurance, I played a critical role in managing and maintaining the organization’s Service Network, ensuring seamless network operations, security, and system performance. My responsibilities include troubleshooting network issues, optimizing system efficiency, and implementing solutions that support business continuity and operational excellence. Key Responsibilities:
Network & Systems Administration
Client/Customer De-escalation
Dispatching over 100 Servicers
Recruiting, Training, meeting with Servicers over Microsoft Teams daily. Monitoring Servicers Account and all applicable Licensing and Insurance are kept up to date. Ability to remove road blocks in an emergency to Approve or deny claims authorization. Oversee and maintain the organization’s network infrastructure, ensuring stability, security, and high availability.
Configure, monitor, and troubleshoot routers, switches, firewalls, and VPN connections. Perform system updates, patches, and regular maintenance to enhance security and performance. Manage Active Directory, DNS, DHCP, and other essential network services. Security & Compliance
Implement and enforce cybersecurity policies, protecting sensitive data from potential threats. Monitor network traffic and logs for anomalies, proactively addressing vulnerabilities. Ensure compliance with company policies, industry regulations, and security best practices. Technical Support & Troubleshooting
Provide technical support and troubleshooting for network-related issues, minimizing downtime. Collaborate with internal teams and external vendors to resolve complex IT challenges. Assist with user access management, system configurations, and IT service requests. Infrastructure Optimization & Performance Management Analyze system performance and implement improvements to enhance efficiency and reliability. Develop and maintain documentation on network architecture, configurations, and processes. Support disaster recovery planning and execution, ensuring business continuity in case of disruptions. Achievements & Impact:
Awarded company wide for exceptional performance 2 Yrs in a row. Improved network reliability and system uptime by optimizing configurations and proactive monitoring. Enhanced cybersecurity measures, reducing vulnerabilities and strengthening data protection. Provided critical technical support, ensuring smooth operations for employees and business functions. Assisted in system upgrades and migrations, aligning IT infrastructure with evolving business needs. As a Service Network Administrator at AIG, I am committed to ensuring a secure, efficient, and high- performing IT environment that supports business operations and long-term success. Store Manager
Circle K-Jeffersonville, IN
September 2015 to June 2019
As a Store Manager at Circle K, I successfully led store operations, driving sales growth and ensuring top- tier customer service. I managed all aspects of the business, including inventory control, staff training, and financial performance. Through strong leadership, I built and developed a high-performing team, fostering a culture of accountability and excellence. I implemented operational strategies to improve efficiency, reduce costs, and enhance the overall customer experience. My role required a hands-on approach to problem-solving, ensuring the store consistently met and exceeded company goals while maintaining a positive and engaging work environment. General Manager
Burger King-Jeffersonville, IN
January 2010 to September 2017
I was responsible for overseeing all aspects of restaurant operations, ensuring profitability, efficiency, and exceptional guest experiences. I led a team of managers and crew members, focusing on staff development, operational excellence, and customer satisfaction. My role included driving sales growth, optimizing labor and food costs, and ensuring compliance with company policies and health regulations. Through strong leadership and strategic planning, I successfully improved operational efficiency, enhanced team performance, and maintained high standards of quality and service. My ability to foster a positive and productive work environment contributed to the restaurant's overall success and long- term growth.
Cook 3 Full Coarse Meals
Hillcrest Centre-Jeffersonville, IN
January 2003 to January 2010
I was responsible for overseeing the preparation and delivery of nutritious, high-quality meals while ensuring compliance with dietary guidelines and health regulations. My role combined hands-on cooking with leadership responsibilities, ensuring efficient kitchen operations and excellent food service for residents.
Key Responsibilities:
Culinary Operations & Meal Preparation
Prepared and cooked well-balanced meals that met residents' dietary needs and preferences. Followed standardized recipes and portion controls to maintain consistency and quality. Ensured all meals adhered to health, safety, and sanitation regulations, including dietary restrictions. Supervision & Team Leadership
Supervised kitchen staff, providing training and guidance to ensure smooth daily operations. Managed food prep schedules, ensuring timely meal service and efficient workflow. Fostered a positive work environment, promoting teamwork and accountability among staff. Inventory & Kitchen Management
Monitored inventory levels, placing orders to ensure kitchen supplies and food stock were maintained. Implemented cost-control measures to minimize waste while maintaining food quality and portioning. Ensured kitchen equipment was maintained and in good working condition. Resident Satisfaction & Compliance
Worked closely with dietary staff to accommodate special dietary needs and preferences. Ensured compliance with all food safety and sanitation standards, including state and federal health regulations.
Addressed resident and staff feedback, making adjustments to improve meal quality and service. Achievements & Impact:
Maintained a high standard of food quality, contributing to resident satisfaction and well-being. Successfully led kitchen operations, ensuring efficiency and compliance with all health regulations. Trained and developed staff to enhance kitchen productivity and teamwork. My role as a Cook/Supervisor at Hillcrest Centre Nursing Facility allowed me to combine my passion for food service with leadership, ensuring residents received nutritious and enjoyable meals in a safe and well-managed environment.
Manager
Taco Bell-Jeffersonville, IN
November 2002 to January 2007
I was responsible for leading all aspects of restaurant operations, ensuring profitability, efficiency, and top-tier customer service. My role required a strong balance of leadership, financial management, and operational excellence to drive business success and maintain brand standards. Key Responsibilities:
Operational Leadership & Efficiency
Managed and oversaw daily restaurant operations, ensuring seamless execution of service. Implemented and enforced company policies, procedures, and operational standards. Monitored key performance metrics, including labor costs, food costs, and sales growth, to optimize profitability.
Ensured compliance with all health, safety, and sanitation regulations. Streamlined processes to improve service speed, accuracy, and overall customer satisfaction. Team Development & Leadership
Recruited, trained, and developed high-performing managers and team members. Conducted coaching, performance evaluations, and leadership training to foster professional growth. Cultivated a positive work environment that promoted teamwork, accountability, and high morale. Led by example, demonstrating a strong work ethic, professionalism, and a customer-first mindset. Sales Growth & Customer Experience
Drove restaurant sales through strategic marketing, local promotions, and community engagement. Analyzed customer feedback and sales trends to enhance service quality and guest satisfaction. Ensured all team members consistently delivered an exceptional guest experience. Resolved customer concerns promptly and effectively to maintain brand reputation and loyalty. Financial & Business Management
Developed and managed budgets, controlled costs, and identified opportunities for revenue growth. Analyzed financial reports to track performance and implement cost-saving strategies. Optimized inventory management to reduce waste while ensuring product availability. Collaborated with corporate leadership to align with company goals and initiatives. Achievements & Impact:
Increased operational efficiency by implementing streamlined processes and cost-saving strategies. Successfully trained and developed top-performing teams, reducing turnover and improving service quality.
Enhanced guest satisfaction scores through consistent service excellence and staff training initiatives. Drove sales growth through strategic local marketing efforts and exceptional service execution. As a General Manager at Taco Bell, I played a key role in creating a high-energy, results-driven culture that delivered exceptional customer experiences, operational excellence, and strong financial performance. Education
Diploma in General Studies
Southeastern High School
2001 to 2004
Skills
• Microsoft Windows (9 years)
• Warehouse experience
• Product demos
• Food Service Management (10+ years)
• Car wash
• GAAP
• Collection management
• Workday (8 years)
• Sales (10+ years)
• Computer skills
• Heavy lifting
• 10 key typing
• Phone etiquette
• Communication skills
• Operating Systems (8 years)
• Typing
• Pricing
• Network Support (6 years)
• Food Production (10+ years)
• Warehouse management system
• Leadership (10+ years)
• Customer relationship management
• Presentation skills
• Network administration
• Scripting
• Windows
• Cooking
• Food handling
• Forklift
• Assembly
• Store management
• Upselling
• Computer networking
• Microsoft Powerpoint
• Computer Networking (8 years)
• Team management
• Hotel management
• Microsoft Access
• Analysis skills
• Retail sales
• CRM software
• Affiliate marketing
• Data collection
• Conflict management
• Relationship management
• Security
• Operating systems
• Microsoft Windows Server
• Product management
• Retail management
• Microsoft Windows Server (6 years)
• Manufacturing
• Telemarketing (8 years)
• Cash management (10+ years)
• Time management
• Guest services
• ATS
• Profit & loss
• Foodservice (10+ years)
• Operations management (3 years)
• HIPAA
• Clinic
• Databases
• Customer service (10+ years)
• Mechanical knowledge
• Supervising experience
• Mac OS
• Research
• Order entry
• Telecommunication
• Business management
• Events management
• Marketing
• Teaching
• Data entry
• Microsoft Excel
• Inventory management
• Office experience
• Shift Lead (10+ years)
• POS
• Proofreading
• Hotel experience
• Medical terminology
• Fast Food (10+ years)
• Performance marketing
• System Administration (6 years)
• Strong Office/Computer Skills (microsoft,Xcel,Powepoint,ect),Strong Problem Solving,Strong Customer Service,Strong Scheduling,Orderimg,and Inventory skills (10+ years)
• Administrative experience
• Fair Housing regulations
• Management
• Spanish
• Front desk
• Organizational skills
• Account management
• Shift management
• Restaurant management
• ERP systems
• Driving
• Guest relations
• English
• Network Administration (5 years)
• Cash handling (10+ years)
• Office management (10+ years)
• Human resources
• Industrial equipment
• Analytics
• Negotiation (10+ years)
• iOS
• Food Service (10+ years)
• Paychex
• Technical Support
• Inventory control
• Clerical experience
• Recruiting
• System administration
• Property management
• Warehouse management
• Quality assurance
• Network support
• Restaurant experience
• Cash register
• Data management
• Microsoft Word
• Microsoft Office
• Mobile applications
• Hospitality
• Social media management
• Employment & labor law
Certifications and Licenses
Professional In Human Resources
Serv safe
Food Safety Certification
Pallet Jack Certification
Food Handler Certification
Driver's License
April 2020 to April 2029
Forklift Certification
July 2010 to July 2014
ServSafe
Forklift Certification
Additional Information
Skills:
Computer Networking Microsoft Windows Customer service Food Service Management Network Security Management Administration Skills Cash handling Workday Sales Negotiation Food Service Shift Lead Technical Support Recruiting Microsoft Windows Server Cash management Telemarketing Fast Food Operating Systems System Administration Network Support Food Production Operations management Food service Leadership Strong Office/Computer Skills
(microsoft,Xcel,Powepoint,ect),Strong Problem Solving,Strong Customer Service,Strong Scheduling,Ordering,and Inventory skills
Contact this candidate