CHARLES L. SMITH
Fleming Island,FL
Summary
Hands-on Regional Operations Manager with exceptional gifts in budgetary and cost control. Adaptable and versatile to oversee multiple locations. Exceptionally skilled at motivating location managers to perform duties and achieve highest potential. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
31
31
years of professional experience
Work History
Area Operations Manager
J.R.B. Dba; Roll On In & Buzzed Bull Creamery
02.2021 - 09.2023
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Streamlined production processes to prevent bottle-necking with the implementation of the delivery platforms and a Ghost Kitchen, increasing sales by 27% in pilot location.
- Traveled to 3 locations per week to manage each store and perform reviews of individual managers and employees.
- Developed processes to save on costs and prevent losses.
- Devised and executed training plans for new and existing staff to support competency and compliance.
- Built and maintained relationships with local vendors, suppliers and partners to maximize supply chain management.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Assistant Site Leader / Site Leader Trainee
Tidal Wave Auto Spa
02.2020 - 02.2021
- Planned, directed and monitored operational and tactical team activities.
- Established relationships with internal customers and functional managers.
- Used innovative skills set to make equipment repairs "on the fly" reducing service calls and shut-downs saving $1000's
- Verified parts to comply with set specifications and quality standards.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Plasma Lab Director
UNC Medical Center
03.2015 - 02.2020
- Directed oversight of contract testing labs, remote labs and off site UNC labs and coordinated quality control policies and practices.
- Directed UNC team performance, managed schedules and optimized workflow to maximize productivity.
- Implemented process improvements to eliminate errors, reduce processing time and streamline procedures.
- Evaluated contracted labs work for quality, ethics and compliance with project specifications.
- Worked along side of the Director rolling out and implementing plans and protocols for ongoing research, special projects and testing protocols.
- Maintained budget guidelines, approved all expenses and submitted timely financial reports.
- Coordinated laboratory work with outside departments and facilities to keep specimens and results moving forward.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Cultivated interpersonal skills by building positive relationships with others.
Express Service Manager
Gerry Wood Honda
07.2009 - 02.2015
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Using a quick turn-around of the multi-point inspection provided the client a good opportunity to agree to complete the recommendations increasing the hours sold per RO from 1.1 to 3.1.
- Monitored service staff performance and provided feedback for improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed active delivery processes and procedures to boost customer satisfaction scores from 89 to 99.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
General Manager
Panera Bread
04.2005 - 07.2009
- Developed and implemented strategies to increase sales and profitability.
- Implemented cost control processes tracking sales and reviewing inventory and labor costs, preventing any at hitting P&L goals.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Assistant Service Manager
Flow Honda Winston Salem
08.1999 - 03.2005
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Followed up with customers during and after installations to verify satisfaction.
- Developed written plans and obtained customer consent to proceed.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Resolved customer complaints in professional and timely manner.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
General Manager of Operations
T&C Restaurants, Dba: Fiddlers Green / Steak-out
06.1992 - 05.1999
- Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Tracked food production levels, meal counts, and supply costs.
- Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Oversaw training of more than 40 team members.
- Formulated and implemented marketing strategies to increase sales and customer loyalty.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Purchased food and cultivated strong vendor relationships.
- Coordinated with catering staff to deliver food services for special events and functions.
Education
High School Diploma -
Valdosta High School
Valdosta, GASkills
- Staff Supervision
- Customer Loyalty
- Customer and Vendor Relations
- Safety Protocols
- Report Writing
- Maintaining Clean Work Areas
- Inventory Audits
- Waste Elimination
- Corrective Actions
- Budget Knowledge
- Organizational Systems
- Inventory Control Processes
- Staff Assignments
- POS Inventory System Operation
- Excellent Interpersonal Skills
- Store Displays
- Compliance Management
- Inventory Monitoring
- Operational Controls Development
- Knowledge of Performance Tracking
- Performance Optimization Strategies
- Process and Procedure Refinement
- Operational Standards
- Goal Attainment
- Strategic Planning
- Personnel Scheduling
- Outstanding Communication Skills
- Shrink Control
- Performance Feedback
- Policy Development and Enforcement
- Process Development and Streamlining
- P&L Administration
- Sales Promotion
- Price Structuring
- Materials Planning and Logistics
- Manage Operations
- Business Growth Initiatives
- Payroll Administration and Timekeeping
- Team-Building Exercises
- Desktops, Laptops and Mobile Devices
- Business Leadership
- Guest Relations
- Monthly Inventory
- Budget Controls
Timeline
Area Operations Manager
J.R.B. Dba; Roll On In & Buzzed Bull Creamery
02.2021 - 09.2023
Assistant Site Leader / Site Leader Trainee
Tidal Wave Auto Spa
02.2020 - 02.2021
Plasma Lab Director
UNC Medical Center
03.2015 - 02.2020
Express Service Manager
Gerry Wood Honda
07.2009 - 02.2015
General Manager
Panera Bread
04.2005 - 07.2009
Assistant Service Manager
Flow Honda Winston Salem
08.1999 - 03.2005
General Manager of Operations
T&C Restaurants, Dba: Fiddlers Green / Steak-out
06.1992 - 05.1999
High School Diploma -
Valdosta High School
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