Customer Service Project Manager

HOWARD A. HITCHCOCK

*** ***** **** ***** • Hinesville, GA 31313 • Cell: 912-***-**** • ******.*********@*****.***

FOOD SERVICE DIRECTOR

Expertise in Operations Management, Cost Reduction, and Process Improvement

Comprehensive experience in food and beverage service management, expanding revenues and profits through creative strategic planning, successful promotions, product cost control, and effective customer service for single and multiple locations. Manage all aspects of budgets, forecasting, purchasing, and inventory control; develop and implement policies and procedures for existing and startup operations. Supervise and train back-house staff in food preparation, sanitation, presentation, and effective customer service. Well-versed in culinary skills. Proven abilities in opening new facilities, quality control, staff hiring, and team leadership. Excellent communication skills; maintain positive relations with staff and customers in high-volume operations.

CORE COMPETENCIES

Food Service Operational Planning & Leadership • Process Improvement • Quality Control

Inventory Control • Cost Control • Budgeting • Customer Service

Performance Management • Training & Development

EXPERIENCE & ACHIEVEMENTS

IAP WORLDWIDE SERVICES, CAPE CANAVERAL, FL & AFGHANISTAN ● JANUARY 2011 - PRESENT

A $266M facility management, logistics, contingency operations, professional and technical services provider; 7K+ employees operating at 120 locations in 27 countries.

Senior Chef

In charge of food service contract operations and staff throughout Afghanistan, including catering for high ranking officials; manage chefs, dining room coordinators, culinary program, and food inventory control valued $2M+. Collaborate with department officials and Menu Advisory Board for menu planning and catering events. Coordinate activities of 36 foreign nationals engaged in keeping business records, collecting and paying, ordering or purchasing supplies, and delivering food to wholesale or retail customers. Interview, hire, and train personnel. Oversee personnel who may contact prospective wholesale customers, such as mobile food vendors, vending machine operators, bar and tavern owners, and institutional personnel to promote sale of prepared foods and specialty food items.

• Saved $200K in monthly food costs and waste avoidance by creating daily menus.

• Cut total monthly food cost of $400K in 2010 to $300K for 2011, and cut $50K from food waste totaling $150K.

• Initiated sanitizing program that expanded sanitation awareness and raised sanitation score from average of 70 to average of 95 at 10 locations.

• Instituted a Healthy Al a Carte menu for restaurant, which contributed to a headcount increase from 180 per meal to 260 per meal.

NAJLAA INTERNATIONAL CATERING SERVICES, KUWAIT ● JULY 2010 – JANUARY 2011

A $15M service with 3K employees throughout the Middle East.

Project Manager

Charged with managing and directing services support for $100M Kellogg, Brown and Root contract for dining facilities operation, equipment, maintenance, and consumables goods to over 30K military members and civilians. Ensured 10 departments were in compliance with company directives, policies and procedures under assigned Task Order without any Correction Action Requests issued by the client.

Reviewed, analyzed, and prepared reports, records, and directives; collaborated with managers and supervisors to obtain necessary data for planning activities, such as new commitments, status of work in progress, and problems encountered.

Howard A. Hitchcock Page Two

Conducted site and technical risk assessments, alternative analysis, and environmental impact assessments. Prepared project schedules and rough order of magnitude cost estimates for labor, equipment, materials and subcontract requirements. Assured quality and safety awareness for over 1.3K multi-national subcontract workers. Accountable for multiple projects including QSR development, concept ROI, IT development, training, budgeting, and analysis. Interacted with food service operations to enforce government requirements, health and safety codes, food brand inspection standards and company policies.

• Obtained $5.2M by selling equipment during Iraqi drawdown that also saved $4.2M by not having to ship equipment back to Kuwait; gaining profit of $3M.

• Reduced 1.3K staff turnover rate from 75 per month to 20.

• Slashed the company monthly prime vendor cost from $65K to $23K within 3 months throughout Iraq operation of 8 locations.

IAP WORLDWIDE SERVICES, CAPE CANAVERAL, FL● 2008 - 2010

Executive Chef

Accountable for all culinary operations and $1.5M food and equipment inventory. Functioned as consultant regarding healthy dining and culinary programs. Maintained records regarding cost, budgeting accounts of $10M quarterly, quality assurance and food subsides. Supervised and trained diverse multi-cultural staff on food procedures, receiving and storing of food, protective measures, and preventative maintenance on food service equipment.

• Saved $100K weekly on prime vendor orders and food deliveries by developing effective distribution and transportation program.

• Cut food waste 43% and saved additional $10K monthly.

• Controlled food costs and decreased them from $170K to $120K per month while retaining quality.

KELLOGG BROWN AND ROOT, HOUSTON, TX ● APRIL 2007 – FEBRUARY 2008

At $8.7B in revenue, KBR is a Fortune 500 provider of global engineering, construction and services supporting the energy, petrochemicals, government services and civil infrastructure sectors.

Area Morale, Welfare and Recreation Supervisor

Directed programs at 7 sites in Iraq and supervised 109 reporting staff, and $2.6M operating budget.

Promoted from a Morale, Welfare and Recreation Coordinator to Area Supervisor within 120 days of hire.

Career Note: details of U.S. Army service are available on request during an interview, and include:

Senior Food Service Advisor, Sergeant First Class at Ft. Stewart, GA from 2004 – 2007; managed $2M budget and 150 food service staff at 3 locations, and trained 12 Food Service teams (150 soldiers) for deployment to Iraq. In Iraq, established 4 Dining Facilities which fed 16K soldiers and civilians daily, an average of 5,350 per meal per day.

Leadership – Management Instructor, Sergeant First Class at the U.S. Army Non-Commissioned Officer Academy at Ft. Lee, VA from 2001 – 2004; 1 of 2 Senior Leaders that taught Senior Level Food Service/Soldiers in a 12 week course for the entire U.S. Army.

EDUCATION

Masters in Business Administration, DeVry University, Due to graduate 12/2012

Bachelor of Arts in Hospitality Management, American Military University ● 2009

Associate of Applied Science in Applied Technology, Central Texas College ● 2009

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