Manager Customer Service
Resume:
Bob Debenport
Campbell, CA ***08
***/***-**** (mobile)
SUMMARY OF QUALIFICATIONS:
• Managed various Franchise organizations over the past twelve years for Wendy’s International. Responsibilities were to act as the key representative of the corporation to ensure standards were met. Supported the Franchisees and Franchise organizations in various ways:
o Ongoing P&L consultation with Franchisees on a monthly and annual basis.
o Help create and administer annual business plans for Franchise organization.
o Act as consultant and management advisor to the Franchisee.
o Site selection and Market analysis to determine if market was suitable for expansion
o Co-ordinate lease negotiations support between the Franchisee, Real Estate and Legal Departments.
o Supported finding and managing architects and building contractors.
o Co-ordinate Franchisee purchases for Furniture, Fixtures and Equipment.
o Ongoing training of all levels of management and staff.
o Co-ordinate the introduction of new products.
o Co-ordinate ongoing marketing efforts of Franchisee.
o Helped administer the Northern California Franchisee Marketing Co-op.
EDUCATION:
• San Jose State University, San Jose, California – Bachelor of Science in Business Administration with a concentration in Management.
EMPLOYMENT HISTORY:
• Jack-N-the-Box IWWE Inspector July 2010 – February 2011
o Conducted store “customer service” inspections for Jack-N-the-Box, Inc. on a variety of stores in Northern California. Provided information as to the cleanliness, physical status and behavior of crew from the “view” of a customer.
• Consultant February 2008 – Present
o Providing operational and P&L analysis consulting to Wendy’s Franchisees in the San Francisco Bay Area.
o Providing the same services to Wendy’s Franchisees that I did as a Franchise Area Director but as an independent business.
• Wendy’s International, Inc. Franchise Area Director June 1996 – February 2008
o Supervised Franchisees and Franchise Organizations in regards to P&L performance.
o Conducted restaurant evaluations to ensure proper adherence to corporate operational standards.
o Supervised improvements of the physical condition of franchise facilities.
o Co-coordinated projects between Franchisees and corporate departments.
o The largest supervised area had combined annual gross sales of $82 million in 2004.
o Supervised Franchisee sales performance for 2007 achieved +3.1 % (highest growth in the Pacific Division) with a per store average of $1.34 million.
• Baskin-Robbins USA, Co. Regional Operations Manager April 1991 – June 1996
o Supervised the Regional office in San Mateo, CA.
o Direct supervision of field staff (4 District Managers). Indirect supervision of other departments (i.e., Real Estate, Franchising, Construction and Marketing).
o Coordinated various departments (i.e., Purchasing, Production and Transportation) efforts to the Franchise community.
o Responsible for franchise expansion within the Region, (from Porterville, CA to the California/Oregon border, northern Nevada and Alaska).
o Ensured continual supervision for more that 230 franchise outlets.
• Taco Bell Corporation Market Manager/District Manager June 1985 – April 1991
o Responsible for the day-to-day operation of company owned stores with direct P&L responsibility
o Multi-unit management of 26 units as a Market Manager.
o Was promoted from District Manager to Market Manager
o Strengths in managerial skills such as administration, organization and planning utilized more in the Market Manager position.
• Numero Uno Pizza Corp. Director of Operations May 1984 – June 1985
o Responsible for P&L’s of company operations, selection and training of Franchise field consulting staff, site selection for new restaurants, advertising planning and execution, creating and implementation of new products and interaction with Franchisees.
• Shakey’s International, Ltd. Deputy Managing Director April 1983 – May 1984
o Supervised an area which included Mexico, Jamaica and Puerto Rico.
o Responsible for Market analysis of potential new overseas markets.
o Supported Licensee’s efforts in required store expansion.
o Supervision of management staff recruiting and training program development.
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