CHRISTOPHER MCDUFFY
Fort Lauderdale,USA
Summary
Dynamic training manager with over 10 years of experience in operational excellence and team development, expert in coaching and recruitment skills. My key achievements include driving a store to achieve GM of the year in 2017 and maintaining a 96% score on yearly evaluations for customer service quality. Seeking a Multi-Unit Leader position at QSR Brands, where I can leverage my training and coaching capabilities to enhance restaurant operations and support your mission of delivering exceptional guest service and maximizing profitability across your restaurant portfolio.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior General Manager
HMSHost FTL Airport
10.2023 - Current
- Championed customer-centric approaches for better service delivery, resulting in increased client retention rates and positive brand reputation.
- Negotiated favorable contracts with vendors and suppliers, securing advantageous terms that positively impacted the bottom line.
- Optimized supply chain operations by identifying inefficiencies in existing processes, implementing corrective measures to streamline workflows.
- Oversaw the successful execution of large-scale projects from inception through completion, ensuring timely delivery within budget constraints.
District Manager
Wendy's
03.2019 - 09.2023
- Conducted store Managers performance and appraisals
- Evaluated store managers and provided feedback and development opportunities to increase retention of store/sales Managers
- Trained store managers in techniques to increase sales and output
- Assisted/motivated staff dealing with issues and problems
- Researched market to establish new strategies
- Cooperated with sales departments in conducting promotional activities to boost sales process
- Maintained financial records and sales record of district
- Reviewed previous sales figures to establish and fix future sales target and initiatives
- Developed annual plans and reports to present to Board for approval
- Reviewed sales report and monitored individual performances accordingly, ensuring individual targets are met
- Enhanced team productivity by 25% through comprehensive training programs and performance incentives.
- Achieved a 50% increase in customer retention rates by optimizing CRM tools and techniques.
- Improved customer satisfaction scores by 30% by implementing a customer feedback mechanism.
- Oversaw a team of 150 employees across multiple sites, ensuring seamless operations.
- Achieved a 20% increase in repeat customers by enhancing the loyalty program.
- Achieved a top 5 national ranking in customer service satisfaction by implementing training programs.
- Surpassed quarterly revenue targets by 25% by expanding market outreach and improving service offerings.
- Reduced operational costs by 15% through optimized resource allocation and strategic supplier negotiations.
Training Manager
Wendy's
10.2003 - 02.2019
- Accelerated Phase 1 Training store 3 years to GM of the year 2017
- Scored 96% on yearly evaluations form QSR
- Achieved Phase 2 Certified Store 2018
- Created customer service experience that can turn a one-time customer into a lifelong repeat customer
- Strengthened employee development focus, improved employee independence and teamwork
- Utilized a variety of planning, monitoring, and evaluation techniques, continually managing expenses to ensure store remains profitable without sacrificing quality
- Recruited talent, determined strengths needed for the operations, ensured they were a good cultural fit
- Mentored/Leadership - ability to train, coach and motivate employees to achieve maximum performance
- Designed excellent organizational and customer service management
- Utilized strong networking, promotion and advertising skills
- Developed a team of managers who achieved established financial plans, sales goals and customer service objectives
Customer Service Representative
Teleperformance
02.2016 - 04.2018
- Fielding customer service inquiries and finding innovative ways to respond
- Utilized innovative ways to respond to varying questions, issues, and concerns
- Connected with customers via phone, email, and/or social media to resolve their questions or concerns
- Calmly attempted to resolve and de-escalate any issues
- Escalated interactions when necessary and appropriate
- Responded to request for assistance and/or possible processing payments
- Tracked all call related information for auditing and reporting purposes
- Gained advanced technical skills filtering and sorting data
- Championed the ability to sell, manage and drive growth
- Demonstrated excellent customer relationship problem solving management skills
- Communication Styles Used: Nonverbal by way of body language, facial expressions & vocals Visual way of photography, art, charts, and graphs
E4 Specialist
United States Armed Services
08.2002 - 08.2008
- Served 18 months and 3 days overseas in Operation Iraq Freedom
- Completed 33 missions
- Completed 'Combat Life Saver' training course
- Led teams supporting operations and security
- High use of attention to detail providing surveillance, safety inspections, and asset security checks
- Developed problem-solving skills working with superiors to improve security metrics, routinely before deadlines
- Demonstrated leadership
- Exhibited strong work ethic
- Maintained discipline
- Demonstrated integrity
- Ensured discretion
- Showed respect for superiors
- Proved reliability
- Utilized resourcefulness
- Ability to work as part of a team
- Received honorable discharge (2008)
Education
Bachelor's - Business
New Hampshire Institute
Manchester, NH06.2022
Diploma - undefined
Fort Pierce Central High School
05.2003
Skills
- Business Development
- CPR
- Customer Relationship Management
- Excel
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Windows
- Sales development
- Personnel management
- Cost reduction
- Profitability optimization
- Facilities management
- P&L management
Accomplishments
Top GM 2017 (Wendy's Company).
MVP Coach 2024 (HMSHOST ).
LANGUAGES
English
Advanced
COURSES
- Course Title
- Serve Safe Protect
Hobbies and Interests
Career Interest / Passion
Awards
Sales Increase via Marketing: Increased store sales by 25% through local marketing strategies and recruitment efforts in Orlando., Effective Employee Recruitment: Successfully recruited and trained over 50 employees, enhancing team performance and cultural fit., High Evaluation Success Rate: Achieved 96% rating on evaluations by implementing performance monitoring in local market strategies.
Certification
- Licensed Servsafe Proctor - 2010-Current.
Timeline
Senior General Manager
HMSHost FTL Airport
10.2023 - Current
District Manager
Wendy's
03.2019 - 09.2023
Customer Service Representative
Teleperformance
02.2016 - 04.2018
Training Manager
Wendy's
10.2003 - 02.2019
E4 Specialist
United States Armed Services
08.2002 - 08.2008
Diploma - undefined
Fort Pierce Central High School
Bachelor's - Business
New Hampshire Institute
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