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Customer Service Sales

United States
August 22, 2012

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**** ******* ******** *** • Duluth, GA 30096

770-***-**** •


Increasing Sales • Maximizing Profits • Improving Processes

Results-focused leader with proven success driving revenues, staff performance, and guest satisfaction in the food service and franchise industry. Proven ability to identify and resolve problems related to service, expenses, and quality. Excellent capacity to interpret and implement corporate policies for multiple units and serve as key point of contact and liaison for new initiatives and process improvement. Loyal and self-motivated professional with superior organization, relationship-building, and communication skills.


• Leadership & Consulting

• Marketing & Sales Growth

• Proven Industry Expertise • Recruitment & Training

• Surpassing Profitability Goals

• Cost Reductions & Controls • P&L and Forecasting

• New Store Development

• Mentoring & Consulting



District Manager

Maintain a long-term, big-picture view of the company and find an effective balance between long and short term goals, Collaboratively work with direct reports to set meaningful performance and development objectives,

Key Achievements:

Turned around 7 non-performing units

Ranked as 19th District manger in the company in March 2012

Ranked as 26th District manager in the company in April 2012

Maximized sales and profits within assigned region


Operating Partner

Designed and help operate Philly Connection.

Key Achievements:

Continuously improved store operations to meet or exceed company objectives for operational excellence .

Identified opportunities to improve and strengthen operation.

Challenged and inspired employees to achieve business results.

Charley’s Grilled Subs – Atlanta, GA 2008-2009

Franchise Business Consultant

Support, organize and generally enhance the network business and improved sales of existing and future Franchisees, by consulting Franchisees to follow the Franchisor guidelines as defined in the Unit Franchise Agreement, Operational Manuals and other Franchisor-led initiatives. Responsible for 60 stores in West Virginia, North Carolina, South Carolina, Georgia, Alabama, Tennessee, Mississippi and Louisiana.

Key Achievements:

Continuously improved franchise store operations within the region to meet or exceed company objectives for operational excellence .

Preformed official restaurant inspections,Communicated and educated client group on changes in policies and practices within the organization, Provided restaurant opening support.

Challenged and inspired franchise operators to achieve business results.


Franchise Operations Consultant

Manage relationships and communications between franchises and corporate decision makers to influence brand awareness, increase revenues and ensure 100% compliance with company standards. Work directly with franchise owners and staff members to prepare for new store openings and transfers. Audit existing operations and propose solutions to operational and non-compliance issues. Lead regional training efforts. Actively protect Philly Connection trademarks. Provided support and consulting services for 50 stores in Georgia, Alabama, Florida, Texas and Tennessee.

Key Achievements:

Effectively implemented a “Brand roll out program” that significantly improved compliance with brand standards and corporate guidelines.

Played integral role in business development and expansion by facilitating and enhancing processes during the opening of new locations.

Provided leadership in developing and managing marketing performance through effective partnerships with appropriate departments, vendors, and franchisees.


Owner / Operator

Developed and managed all aspects of daily operations to maximize profitability, efficiency, cleanliness, and customer satisfaction. Interacted with business leaders and members of the community to expand visibility and grow the business. Communicated with vendors to purchase inventory and supplies. Hired, trained, and scheduled 28 personnel. Served as point of contact for employee relations and problem resolution. Addressed and mitigated customer issues. Oversaw P&L. Administered payroll.

Key Achievements:

Increased annual revenues from zero to $850,000, far exceeding the national average.

Demonstrated outstanding dedication and entrepreneurial drive by planning and directing all store operations from the ground up.

Created plans to integrate corporate initiatives for exceptional bottom line results, and introduced strategies that improved service, productivity, and customer service.

Developed results-driven marketing programs and designed eye-catching advertisements.

Successfully expanded the business and boosted profits by managing several concession stands at Grambling State University.

Led the store to be ranked #1 in Customer Service in the entire company.

PAPA JOHN’S PIZZA – Atlanta, GA 1996-2001

Area Supervisor (1998-2001)

Promoted to implement corporate policies, goals, and programs at six to eight corporate locations while providing dedicated leadership to management teams. Maintained accountability for bottom line results. Traveled to ensure that all stores were capitalizing on local and national efforts to continuously improve profits and market share. Trained and promoted staff. Conducted annual and semi-annual performance reviews.

Key Achievements:

Enthusiastically promoted and communicated company culture, values, and mission.

Restored profitability to under-performing stores by pinpointing weaknesses and executing powerful, goal-focused strategies for improvement.

Surpassed expectations and broke records for sales and profitability by working with store managers to identify inefficiencies and develop individualized action plans.

Played an integral role in managing store construction and opening activities for three units.

Store Manager (1996-1998)

Managed four restaurant locations during tenure to ensure operational excellence, guest satisfaction, and profit growth at each site. Communicated company guidelines and policies. Developed and supervised high-performance teams and implemented strategies to improve teamwork and morale. Served as qualified trainer to all stores. Interfaced with corporate decision makers. Documented fiscal information. Controlled inventory and costs.

Key Achievements:

Created innovative marketing and sales strategies that resulted in new weekly sales records at all four store locations.

Provided a level of service that resulted in outstanding customer satisfaction, improved staff performance, expanded market share and increased revenues.


Bachelor of Science Degree

University of Tennessee – Knoxville

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