Sales Quality Assurance

DAVID LAY

**** **** **** 404-***-****/404-***-****

Jonesboro, GA 30236 *********@*****.***

SENIOR LEVEL OPERATIONS MANAGER

15+ Years' Restaurant Operations Experience / Public & Private Corporations with up to $3.3 Billion in Revenues

High Growth & Established Companies / Start-up Ventures / Turnarounds

Georgia Food Management Certification / ServSafe Certified

Participative management professional; results focused, entrepreneurial and practical. Progressive leadership experiences have created a passion for surpassing financial and service objectives via a combination of world class service delivery, lean operating methods, renewed marketing directions, and incentive driven rewards for team achievement. Derive genuine pleasure from transforming high-potential staff into outstanding leaders demonstrating the creativity critical to financial and operational success. Available for travel and relocation. MBA, Business Management.

Core Professional Competencies Include:

multi-unit operations management

multimillion-dollar P&L management food, labor, marketing cost controls

sales, product, market analysis

RYANS

DIRECTOR OF OPERATIONS (2007-2012)

Atlanta, GA

project planning & development

risk management & inventory control

site selection & construction

facility management

RELEVANT EXPERIENCE

vendor sourcing & negotiating

customer relations & satisfaction

human resources management

team building & staff retention

RESPONSIBILITIES:

Operational and Financial Measurements (Sales, Guest Count, Guest Satisfaction, Etc.)

• Execute Operational plans, ensuring restaurants operate business in the most efficient and effective manner possible while delivering optimum results. Accountable for the financial performance and measurements of assigned area. Ensure restaurants meet or exceed Operational goals for all key performance measurements to include, but not limited to, sales, profit, guest counts, labor cost, food cost, controllable expenditures, guest satisfaction, quality assurance, etc. as assigned. Review operational reports to monitor key performance measurements and analyze business trends; develop and implement plans to support assigned area to meet or exceed such measurements. Maximize sales and profit results; increase sales growth and guest counts, generate cash flow and ensure appropriate return on assets and investments, and manage operating budget to ensure cost-effective operations. Maintain excellent customer service within the area restaurants by ensuring customer service skills are properly trained and delivered by all team members. Responsible to ensure restaurant managers meet or exceed set standards for food quality and restaurant cleanliness.

Operational Initiatives / Restaurant Audits

• Manage the execution and measurement of results for assigned strategic, operational plans and organizational objectives. Provide support to area during execution of initiatives, ensure operational excellence and business results, ensure plans are executed within established guidelines, and follow up to ensure accountability to plans. Responsible for direct restaurant management through audits, field visits, reports, and action plan management.

Evaluate restaurant business results and performance measurements; audit cash management/deposits and inventory control; and utilize company reports and tools to analyze financial metrics and identify trends in performance. Identify issues and opportunities for improvement and take appropriate action to address such. Coach and mentor management teams through conference calls, P&L reviews, quarterly business plan reviews, on the job training and performance development. Responsible to clearly define and communicate expectations and ensure managers are held accountable to results. Communicate with restaurant managers on a regular basis and provide feedback. Ensure the teams receive the support required to be successful; identify, communicate and resolve field operational issues and problems. Ensure objectives are achieved while operating within all Company guidelines and following ethical business practices.

Staffing and Development

• Monitor and manage company staffing levels. Ensure management-level development and talent acquisition in order to achieve and maintain operational requirements. Work with VP of HR to monitor and ensure proper management staffing levels for restaurants within the area; conduct interviews with potential candidates, ensure candidate is qualified and make hiring decisions. Oversee area staffing and retention on a regular basis to ensure future staffing needs are met.

Provide support to regional managers/district managers as needed to ensure proper staffing for store manager positions. Accountable for the training and development of District Managers for Regional Manager positions and Internal Promote candidates. Responsible for all areas of performance management for direct reports; determine goals, provide coaching and development, conduct performance reviews, create career development plans and prepare managers for succession planning opportunities.

Corporate Administration/Legal Requirements

• Build positive and effective relationships with Field and Corporate support teams to align support of Company initiatives. Partner with Security and Safety to ensure established policies and standards are in compliance. Maintain a clean, safe and secure working and dining environment; ensure all restaurants follow procedures to protect the Company, team members and guests. Work with external and internal personnel (Quality Assurance) regarding food safety/quality and restaurant cleanliness. Ensure restaurant managers provide timely and thorough follow up as required in response to State Health Department inspections and internal Quality Assurance inspections. Work with Guest Relations to monitor negative call volume within restaurants. Ensure timely and effective follow up is conducted as a result of guest relations calls needing further involvement. Maintain awareness and ensure restaurant participation in local marketing programs; coordinate with Marketing to implement initiatives and local store marketing plans. Ensure restaurants engage in sales building opportunities and properly execute marketing programs. Participate in the regular administration of Human Resources functions to include employee relations, legal employment compliance, records management and compensation. Partner with the Facilities department to maintain the visual presentation of the restaurant and ensure all equipment is in full working order. Ensure knowledge, adherence, compliance and enforcement of company policies and procedures (to include, but not limited to, Accounting, Human Resources, Payroll, Security, etc.) Support the implementation of new programs or changes.

• Ensure the restaurants are in full compliance and adhere to applicable local, state and federal regulations and laws. This includes, but is not limited to, Wage and Hour Laws, OSHA (Occupation Safety and Health Administration) regulations, etc.

Other Responsibilities

• Conduct required conference calls and attend required Company meetings. Interact with Regional Managers to share ideas and formulate strategies for current and future operations and to plan for operational initiatives. Utilize communication tools (i.e., Weekly Communications, Intranet, etc.) to identify and prioritize communications provided to store management. Ensure managers provide required information to crew team members as required. Manage teams through unusual or unexpected events to keep area operating to standard.

• Establish projects and Company initiatives.

KFC, TACO BELL, PIZZA HUT, TCBY & SUBWAY

REGIONAL VICE PRESIDENT (2001 to 2007)

ATLANTA, GA

RESPONSIBILITIES:

Staffing and Development

Accomplish marketing and sales human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Operational Initiatives / Restaurant Audits

Achieve marketing and sales operational objectives by contributing marketing and sales information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change. Meet marketing and sales financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Determines annual and gross-profit plans by forecasting and developing annual sales quotas for regions; projecting expected sales volume and profit for existing and new products; analyzing trends and results; establishing pricing strategies; recommending selling prices; monitoring costs, competition, supply, and demand. Accomplish marketing and sales objectives by planning, developing, implementing, and evaluating advertising, merchandising, and trade promotion programs; developing field sales action plans.

Corporate Administration/Legal Requirements

Identify marketing opportunities by identifying consumer requirements; defining market, competitor's share, and competitor's strengths and weaknesses; forecasting projected business; establishing targeted market share. Improve product marketability and profitability by researching, identifying, and capitalizing on market opportunities; improving product packaging; coordinating new product development. Sustain rapport with key accounts by making periodic visits; exploring specific needs; anticipating new opportunities. Provide information by collecting, analyzing, and summarizing data and trends.

Protect organization's value by keeping information confidential. Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Accomplish marketing and organization mission by completing related results as needed.

KEY ACHIEVEMENTS

Coordinated site selection, construction, contract negotiations, and staff development for 70 stores.

Authored and distributed company's first ever employee policy and procedures handbook. Exceeded aggressive sales goals and revenue targets for four consecutive years.

Generated the largest daily sales totals ($250,000) in company history at Atlanta’s Motor Speedway events. Hired, trained and mentored six general managers who were promoted to area supervisors.

Recognized as "Supervisor of the Year" in 2002, 2003 and 2005

Ranked 4th in the nation out of 1,000 sales managers in national sales contest for new superpages.com advertisers. Achieved the largest dollar amount ($85,000) of new business in Atlanta market for 2006.

Recommended a strategic advertising plan to effectively market the full-range of IDEARC media products. Delivered the largest single increase ($48,000) to an existing account in 2006.

Developed an aggressive advertising campaign that increased top line revenue for major advertiser by 400%.

EDUCATION

Stern’s School of Business

New York, NY

Master of Business Administration, MBA

New York University

New York, NY

Bachelors of Human Resources Management, BA

Food Protection Manager Certification, ServSafe®

Expiration: 07-16-2016

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