Highly driven Multi-Unit Leader successful at implementing. Focused on performance excellence, driving growth. Successful at motivating, training and developing team members to drive profitability in highly competitive environment.
Results-driven [Job Title] bringing demonstrated record of progressive growth and accomplishment in [Type] industry. Proactive manager and strategic problem-solver with record of achieving challenging profit goals while consistently acquiring new customers and expanding operations. Tenacious in pursuing new revenue streams and sales opportunities.
Skills
Operations Management
Sales Planning & Management
Networking
Consultative and relationship selling
Project Management
Multi-unit operations management
QA Performance and Compliance Adherence
Team Building & Leadership
Communications & Engagement Techniques
Education and Training
Texas Southmost CollegeBrownsville, TXExpected in 12/2022 ā āAssociate of Applied Science:Business Administration And Management - GPA:
Certifications
OSHA 30 Const. & Safety Training - Issued 9/2020
American Heart Association Basic Life Support (CPR & AED) - eCard Exp 11/2022 eCard 205507534295
Experience
Abm - Regional Director of Operations Marshalltown, IA, 01/2016 - 06/2020
Provided Multi-Unit Leadership, guidance and support to regional developer team, 16 multi unit management teams, 26 managers and 8 regional associates in the Houston Metropolitan, College Station and Waco areas.
Supported regional growth and expansion of 15 new locations in three years, increased the by 36% totaling to 42 locations by 2020.
Leveraged Project Management experience to open the region's first local training center driving down training costs. Reduced training fees by 83% and increased workforce by 100 stylists in 2020.
Developed and established the HR Program for the hiring and professional development of Regional Associates.
Served a primary contact and liaison between corporate team, vendors and Houston Region. Assisted Houston COOP BOD with execution of local regional campaigns & meeting support.
Networked with industry leaders, businesses, cosmetology programs to open new business opportunity for recruitment and revenue growth leading to high brand visibility.
Collaboration efforts between 3rd Party SEO vendors, corporate marketing team and regional team to increase marketing support for franchise owners on market spend analysis and ROI.
Provided support and executed regional promotional initiatives to include distribution of marketing collateral, coordination and attendance of trade shows, industry events, social charity events, career fairs, College presentations & recruitment events, and corporate marketing television segments and events.
Delta Apparel, Inc. - Bilingual Call Center Manager Miramar Beach, FL, 01/2009 - 03/2011
Developed Inbound Bilingual CSR Program for client, Citi Mortgage to provide customer service and identify caller, resolve reason for call and direct calls to Mortgage Specialists and resources.
Executed clientās processes, procedures and policies, translated procedures to Spanish and created strategic mapping for In-Bound Process.
Hired, trained and developed team of 18 to effectively resolve calls in adherence protocols
Developed quality assurance standards and established targets for all staff.
Pocket Communications - Customer Service Manager City, STATE, 04/2002 - 05/2004
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
Trained on sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
Afni Inc. - Sales Skill Development Associate City, STATE, 10/2000 - 05/2002
Supported all sales team members to drive growth and development through live call monitoring to provide real-time feedback and lead by example.
Evaluated employee progress and compliance while identifying areas for additional coaching by monitoring daily performance.
Attended staff and management weekly meetings to provide updates, trends, analysis and weekly recap.
Conducted Sprint Sales trainings for new associates as part of on boarding and supplemental coaching to further develop sales skill set.
Promoted to Sales Skills Development Associate my first year as manager.
Promoted to Bilingual Inbound Manager my first year as bilingual Sprint Repair CSR for Sprint Residential Services. Consecutive top sales for two quarters.
Activities and Honors
Member, Houston Community College Advisory Board Committee Member 2018-2020
Member, Paul Mitchell Houston Advisory Board Committee Member 2019-2020
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