DERRICK WARD
Round Rock,TX
Summary
Results-driven Leader of Leaders accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Reliable and successful at operating in high-volume, fast-paced environment. Skilled in leading teams to meet objectives on stringent timelines. Empowering leader with communication and collaboration abilities demonstrated over 25 years of management performance.
Overview
24
24
years of professional experience
Work History
Customer Service Supervisor
HEB Grocery Store
Austin, TX
07.2023 - Current
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Implemented programs designed to increase employee engagement within the team.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
Area Coach
Tacala LLC Taco Bell
Round Rock, TX
02.2022 - 05.2023
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience and respect for others.
- Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.
- Maintained equipment, facilities and inventory to avoid accidents, mishaps and damage.
- Resolved conflicts promptly to promote positive environment for customers.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Brought in exceptional candidates to boost team productivity and operational efficiency.
- Increased profits through effective sales training, troubleshooting P&L areas and training new managers on web-based collecting system and key sales tactics.
General Manager of Operations
Whataburger - Pflugerville Tx, Stone Hill Shopping Center
08.2000 - 01.2022
- Training General Manager, responsible for Training Internal and External Managers on operational procedures according to corporate guidelines.
- Increase customer sales by 18% year after year since 2009, catapulting revenues from $2.6 million to $4.7 million over the last six years.
- Ensured freshness of ingredients and the highest levels of customer service, professional practices, strong product knowledge, cleanliness, and safety.
- Received awards for being#2 in 2018 and #1 in 2019 for highest volumes sales in the Austin market.
- In 2013 was awarded General Manager of the Year for exceeding company expectations in overall Customer Satisfaction, employee engagement, Manager Development, Sales, and Profit.
- Opened 12 restaurants in which I was responsible for upholding Brand Standards. Training and development of employees to understand company culture.
- Coached and trained employees staff ranging from 65 to 100.
- Through Leadership and Communication, able to understand organizations critical success factors.
- Focused on Manager Development for future growth of the company.
- Manage to improve Processes through building competency skills.
- Built competency in managers and have developed over 55 managers and 15 general managers during my tenure.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Education
BBA - Business Administration And Management
Texas State University
Round Rock, TX05.2021
Skills
- Proficient in Microsoft Office Suite, including but not limited to Word, Excel, Outlook, and Powerpoint
- Process Improvement
- Team Development
- Customer Relationship Management
- Recruitment and Hiring
- Excellent customer service
- Certified in Food safety
- Recruiting and Hiring
- Cross-functional team management
- Schedule management
- Performance Monitoring and Evaluation
- Problem resolution
- Inventory management
- Relationship development
- Sound judgment
- Policy/program development
- Management Training
Timeline
Customer Service Supervisor
HEB Grocery Store
07.2023 - Current
Area Coach
Tacala LLC Taco Bell
02.2022 - 05.2023
General Manager of Operations
Whataburger - Pflugerville Tx, Stone Hill Shopping Center
08.2000 - 01.2022
BBA - Business Administration And Management
Texas State University