Summary
Overview
Work History
Skills
Websites
Accomplishments
Timeline
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Douglas Kiesau

Denver,CO

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Cultural leader with sound judgment, good planning abilities and interpersonal communication strengths.

Overview

7
7
years of professional experience

Work History

General Manager

Metro Express Car Wash
01.2017 - Current
  • Drove year-over-year business growth while leading operations, strategic vision and long-range planning
  • Identified trends in customer marketplaces to develop valuable solutions
  • Developed and maintained relationships with customers and suppliers through account development and management
  • Evaluated suppliers to maintain cost controls and improve operations
  • Implemented operational strategies and effectively built customer and employee loyalty
  • Introduced new methods, practices and systems to reduce turnaround time
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs
  • Utilized enterprise risk management software to improve operational insight and planning
  • Managed budget implementations, employee evaluations and contract details
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity
  • Developed and implemented new processes and procedures to be used company-wide
  • Lead hiring, development, coaching, disciplining, and firing of employees
  • Advanced in understanding and implementation of People, Process, and Product
  • Participated in implementation of processes and procedures to ensure financial success of organization
  • Boosted Employee Engagement Scores through analysis of survey results and implementation of processes and procedures
  • Provided primary customer support to internal and external customers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Answered product and service questions, suggesting other offerings to attract potential customers.

Skills

  • Performance Monitoring and Evaluation
  • Business Leadership
  • Problem Anticipation and Resolution
  • Operational Efficiency and Safety
  • Building Customer Trust and Loyalty
  • Collaborative Team Player
  • Courteous with Strong Service Mindset
  • Departmental Operations Management
  • Multimillion-Dollar P&L Management
  • Coaching and Mentoring
  • Cost Analysis and Savings
  • Employee Scheduling

Accomplishments

  • Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
  • Managed team of 24 staff members maintaining only 10% turnover rate.
  • Led the creation and implementation of company core processes and training to ensure timely response on customer incident reports.
  • Promoted to General Manager after 5 years with the company.
  • Achieved 38-40% NOI year-over-year through expense management processes and sales-driven initiatives.

Timeline

General Manager

Metro Express Car Wash
01.2017 - Current

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Douglas Kiesau