Operations & Facilities General Manager
Resume:
Dear Hiring Manager,
I am writing to express my interest in a leadership opportunity within your organization. With a proven track record of advancing from Site Manager to General Manager at Pritchard Industries, I bring a strong background in operations management, team leadership, and client relationship development.
Throughout my career, I have successfully managed multi-site operations, led diverse teams across multiple shifts, and ensured consistent service delivery in high-demand environments. My experience includes overseeing large-scale janitorial and facility services, improving operational efficiency, and maintaining high levels of client satisfaction and retention.
What sets me apart is my ability to lead teams while maintaining a strong focus on service quality and operational excellence. I take pride in developing staff, resolving complex challenges, and building lasting relationships with clients. My leadership approach is hands-on, results-driven, and centered on continuous improvement.
In addition to my management experience, my background as a Flight Attendant with Southwest Airlines strengthened my ability to remain calm under pressure, prioritize safety, and deliver exceptional customer service—skills that continue to influence my leadership style today.
I would welcome the opportunity to bring my experience, leadership, and commitment to excellence to your organization. Thank you for your time and consideration. I look forward to the opportunity to discuss how I can contribute to your team.
Sincerely,
Kimberly M. Hines
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KIMBERLY M. HINES
Kennesaw, GA 30144
404-***-**** ****************@*******.***
PROFESSIONAL SUMMARY
Operations and Facilities Management leader with progressive experience advancing from Site Manager to General Manager within a major janitorial services organization. Proven track record of leading large-scale operations, managing multi-site accounts, and driving service excellence in high-traffic environments. Skilled in team leadership, client relations, process improvement, and operational strategy. Known for improving efficiency, strengthening client retention, and building high-performing teams.
PROFESSIONAL EXPERIENCE
GENERAL MANAGER
Pritchard Industries, LLC — Atlanta, GA
2023 – Present
Lead overall operations for large-scale janitorial and facility services across multiple sites.
Oversee multi-shift teams, ensuring service quality, safety compliance, and operational efficiency.
Drive strategic initiatives to improve performance, reduce costs, and increase client satisfaction.
Manage budgets, staffing plans, and operational forecasting.
Build and maintain executive-level client relationships.
Mentor and develop leadership staff, including supervisors and managers.
PROJECT MANAGER
Pritchard Industries, LLC — Atlanta, GA
Managed complex projects and multi-location accounts, ensuring successful execution and service delivery.
Coordinated cross-functional teams and resources to meet operational goals and deadlines.
Implemented process improvements that increased efficiency and service consistency.
Monitored KPIs and performance metrics to drive continuous improvement.
ACCOUNT MANAGER
Pritchard Industries, LLC — Atlanta, GA
Managed a portfolio of commercial accounts, ensuring contract compliance and client satisfaction.
Served as the primary client contact, resolving issues and strengthening relationships.
Conducted inspections and ensured adherence to service and safety standards.
Supervised staff, coordinated scheduling, and maintained service coverage.
Identified opportunities to expand services and increase revenue.
SITE MANAGER
Pritchard Industries, LLC — Atlanta, GA
Supervised daily janitorial operations at assigned site.
Managed staff scheduling, training, and performance.
Ensured quality control, safety compliance, and inventory management.
Acted as on-site liaison between client and company leadership.
FLIGHT ATTENDANT
Southwest Airlines — Orlando, FL
March 2009 – October 2022
Delivered high-level customer service while ensuring passenger safety.
Logged 40,000+ flight hours serving diverse passengers across multiple routes.
Responded to medical and safety emergencies using CPR/AED certification.
Maintained compliance with FAA regulations and safety procedures.
Built strong interpersonal communication skills in fast-paced environments.
EDUCATION
Associate Degree in Business Management, Olive-Harvey College
CORE SKILLS
Operations & Facilities Management
Multi-Site Leadership
Client Relationship Management
Team Development & Coaching
Strategic Planning & Execution
Process Improvement
Conflict Resolution
Quality Assurance & Compliance
Budgeting & Cost Control
Customer Experience
CERTIFICATIONS
CPR Certification
FAA Certified Flight Attendant
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