Regional Director Customer Experience

TODD M. DOVEY

* ***** ******** ****, ***********, NY 14227 Mobile: 716-***-**** Email: ****.*******@*****.***

REGIONAL DIRECTOR - OPERATIONS

Leads by example and retains quality personnel through sound Team Building concepts, excellent communications, and respected leadership skills, guiding, and directing individuals to maximize productivity and personal potential.

Over 20 years’ experience in award-winning, critical leadership and senior management roles including with

a high-profile, corporation, overseeing regional operations in the retail and hair salon services industry, recognized for managing, driving, and sustaining annual revenues growth.

Instrumental in contributing and executing the corporate salons restructuring of multiple brands and regional management of up to 4,800 salons through change management, resulting in strengthening the brand footprint in highly competitive markets, and enhanced growth and profitability

Experience in senior management, including Regional Human Resource Manager and Regional Director of Operations, supervising up to 14 directs and up to 70 in-direct reports, initiating, designing, implementing, and coaching compliance to corporate SOP standards.

Proficient with all aspects of professional development. Including customer experience and retention, recruiting, hiring, training, setting operations and sales KPI’s, conducting performance evaluations and written reviews, implementing promotions or disciplinary measures, and terminations

Recognized, for the creation and implementation of highly effective Talent Development training for all new hire to quickly bring new personnel on-board and provide tools for greater efficiencies and effectiveness, maximizing guest satisfaction, loyalty and reducing personnel turn-over rates.

PROFESSIONAL EXPERIENCE

Lake Effect Furniture and Mattresses

02/2021– Present

Sales Manager

Maintained and lead by example a positive working environment to reduce turnover and promote high retention rates.

Identified, hired, and trained highly qualified staff by teaching best practices, procedures, and sales strategies.

Handled customer relations issues, enabling quick resolution, and customer satisfaction.

Drove sales by developing multi-million-dollar contract sales.

Implemented systems and procedures to increase sales.

Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.

Coached employees in successful selling methods and encouraged cross-selling to drive revenue.

Evaluated performance against goals and implemented appropriate development plans.

Increase financing contracts 132% from $754,689 to $3,701,700 in one calendar year.

Temujin Supercuts LLC

07/2020 – 01/2021 Director of Salon Operations

Effectively manage talent development across 53 stores. Recruit and develop teams to maintain high performance and excellent customer experience.

Interviews, hires, and establishes colleague performance development plans; conducts colleague performance discussions.

Develops and improves measurement and control systems to ensure highly effective performance in the areas of productivity, quality, and cost containment.

Work closely with Management Team to develop strategy, metrics, and district specific action plans.

Ensures and promotes the development of the area management team/succession planning through coaching, training, and leadership development.

Regis Corporation, Minneapolis, MN

07/2018 – 07/2020 Director of Franchisee Operations

Coach and developed 12 Franchisee consultants who supported 136 Franchisee owners and 657 salons.

In person training of franchisee, field leaders and managers on core team building behaviors focused on driving retention, teamwork that contributes to revenue and customer growth.

Created and facilitated franchisee processes focused on revenue growth and profitability.

Drive Strategic Planning and Business Planning process.

Provide strategic input monthly to franchisee’s for long-range business plans.

Identifying & leveraging best practices to capture opportunities for financial growth.

Contribute to deliver company sales targets through a close follow up of forecasting /sales by reinforcing field support.

Research support including market trends and competitive analysis including compiling data, developing reports, tracking, and providing regular updates.

05/2015 – 07/30/2018 Regional Human Resource Manager

Responsible for providing support to the VP of Operations and 7 Regional Directors

throughout the Eastern United States and Puerto Rico with 560 salons and approximately

2,800 employees, enforcing uniform compliance to policies and procedures, minimizing

risk, and improving employee satisfaction, supporting organizational planning and development

Drives the value-added customer retention business model, recognized for the successful

creation of a pilot training program (STAR) for new employees/stylists to reduce inefficiencies,

enhance proficiencies and income, increase guest satisfaction and retention, resulting in developing higher customer ratings and stylist retention.

Performs monthly and quarterly P&L reviews and advises operations management for

necessary modifications to maintain or increase profitability.

Recipient of the Regis Support Partner of the Year Award, 2017

Promoted from the Regional Director position based upon knowledge, expertise,

proven track record of reversing negative store cash flow and trends, and other performance

metrics

04/2011 – 04/2015 Regional Director - Operations

Responsible for overseeing regional domestic operations for up to 88 hair salons,

supervising up to 8 area operation supervisors managing up 8 salons each, ensuring

comprehensive, superior business performance, and compliance to all corporate SOP.

Selected by the COO to spearhead a special pilot program, a 1-year project, to initiate, review, revamp and streamline existing business operation systems for up to 24 of the lowest performing salons and implement corrective measures for enhanced guest services and retention, transforming the lowest ranking stores, from negative cash flow to profitability.

Commended for success with the pilot performance project which was subsequently

adopted by the corporation for future training SOP for all newly hired stylists.

Received the Regional Director High Performer Award for 4 consecutive years, 2012, 2013,

2014, and 2015.

Received the Regional Director Asset Protection Award in 201

04/2009 – 01/2010 General Manager

Price Rite, Inc., Buffalo, NY

Responsible for overseeing all aspects of store operations including sales management,

P&L, corporate compliance, inventory control, purchasing, visual merchandising, staffing

and development, and more.

Supervised up to 6 department heads and up to 125 employees ensuring productivity,

quality assurance, profitability, and consistently exceeding customer expectations.

06/2007 – 04/2009 Area Manager

Pier 1 Imports, Buffalo, NY

Managed, supervised, and directed 7 managers in stores throughout Western New York

for enhancements to virtual merchandising as well as sales and customer service skills,

with periodic reviews and adjustments, resulting in achieving year-end sales 112%

over objective.

Enforced strict compliance to budgetary constraints, reducing expenses including intelligent

utilization of staffing, depending on seasonal cycles, and other variances predicated by P&L analyses.

MILITARY EXPERIENCE

United States Army (Honorable Discharge), 1988- 1993

US Army Reserves, Watertown, NY

EDUCATION, TRAINING, and ACHIEVEMENTS

Professional in Human Resources (course studies), 2018

Certified PeoplePix Coach 2017

DiSC Certified 2015

NY State Cosmetology License, 2013

Continental School of Beauty, West Seneca, NY

New York State Real Estate License, 2008

Business Management 1990

Jefferson Community College, Watertown, NY

Syracuse University, Syracuse, NY

Regents Diploma, 1987

Watertown High School, Watertown, NY

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