Jimmy Durham
Aubrey
Summary
Dynamic operations leader with a proven track record at Gigi's Cupcakes USA, dedicated to driving franchisee satisfaction and profitability. Expertise in growth leadership and relationship building has led to the implementation of innovative marketing strategies, resulting in record sales growth. Highly skilled in problem-solving, thriving in challenging environments while consistently enhancing brand visibility and operational efficiency. Committed to fostering collaborative partnerships that propel business success and elevate customer experiences.
Overview
30
30
years of professional experience
Work History
COO
Gigi's Cupcakes USA
01.2019 - Current
- Led Gigi's Cupcakes USA through industry challenges, achieving record franchisee satisfaction.
- Implemented a revised loyalty program with integrated online ordering and new POS system.
- Increased profitability and sales across corporate bakeries.
- Achieved 18% growth in year one during Covid with same bakery sales.
- Directed sales growth of 7% in same bakery sales amidst industry declines of 10%.
- Oversaw marketing and social media efforts, providing content ideas and direction.
- Managed supply chain relationships and negotiated favorable contracts.
- Developed and executed effective sales and marketing strategies to enhance brand visibility.
Independent Consultant
01.2016 - 01.2019
- Enhanced guest satisfaction scores by 21% through training on service basics and soft skills.
- Developed tools and training classes for BOH managers to elevate FOH capabilities.
- Contributed to double-digit sales growth at stores through improved customer service initiatives.
- Collaborated with management team to streamline BOH operations, increasing FOH presence.
- Facilitated increased sales and transactions due to elevated customer service standards.
- Focused on McAlister's Deli account, driving improvements in operational efficiency.
Director of Operations
Nothing Bundt Cakes
01.2015 - 01.2016
- Revamped and updated operational and training manuals for enhanced clarity.
- Reviewed and standardized recipe guide and baking guidelines to ensure consistency.
- Collaborated with field team and franchisees to implement updated systems and tools.
- Oversaw addition of 35 bakeries, driving strategic expansion efforts.
- Achieved decrease in overall COGs and labor costs post-implementation of tools.
Vice President of Operations
Moe's Southwest Grill
Dallas, USA
01.2014 - 01.2015
- Recruited to ONYX Foods dba Moe's as VP of Ops to help grow in a new market 2014.
- 3 restaurants opened with sales just over $4 million. 4th under construction.
- Lead all aspects of new restaurant openings including site selection, lease agreements, oversaw construction, setting up vendors, hiring and training of all staff, marketing plan, and profitable opening.
Director of Operations
Moe's Southwest Grill
Birmingham, USA
01.2012 - 01.2014
- Utilized hands-on leadership style to guide 12 restaurants with sales of $21 million.
- Moved all restaurants into top spots in state sales in 18 months.
- Led site selection and opening of 3 additional restaurants.
- Improved Operations and Guest Satisfaction leading eight restaurants to top 2% of chain (just under 500 units) in Key Performance Index results and remaining four to top 10%.
- New systems installed to improve financial performance resulting in improved food and labor savings on average of 1.5% savings per restaurant.
- Developed leadership program resulting in increased performance & 2 managers winning Manager of Year.
Franchise Business Consultant/Director of Operations
Moes' Southwest Grill Corporate
Atlanta, USA
01.2005 - 01.2011
- Promoted to Senior Franchise Business Consultant/Director of Operations for Moe's Corporate in 2007.
- Designed training materials and facilitated operational standards for franchisees.
- Supervised five Business Consultants within the region, enhancing restaurant performance.
- Achieved 12% sales growth in years one through three and 15% in years four through six.
- Directed successful opening of over 125 restaurants, managing permitting and vendor communications.
- Led menu changes across 450 restaurants, resulting in a 5% increase in system-wide sales.
- Maintained leadership for three consecutive years in health audits and guest satisfaction surveys.
- Monitored ongoing sales growth of 8% in year six, ensuring sustained performance.
Director of Operations
Disney Regional Entertainment - ESPNZone
Atlanta, USA
01.2003 - 01.2005
- Administered budgeting processes, boosting restaurant's bottom line with $14 million annual sales.
- Led a team of 250 staff across two dining rooms, three bars, entertainment section, and retail store.
- Taught leadership courses, enhancing management productivity and service quality.
- Created strategy elevating Atlanta ESPNZone to top guest satisfaction ranking.
- Supervised gaming and retail operations for all ESPNZone branches.
- Designed courses on superior guest services and best operational practices for ESPNZone locations.
- Orchestrated double-digit sales growth in Eastern Coast Region.
Southern District
THE HOME DEPOT - Operations Leadership Team
Atlanta, USA
01.2001 - 01.2003
- Directed front-end operations for Big Box retail stores generating over $200 million in annual sales.
- Achieved over 10% annual sales growth with Commercial Desk for two consecutive years.
- Coordinated vendor partnerships to prepare and set up effective floor sales displays.
- Mentored employees to ensure proper task completion and alignment with company objectives.
- Fostered strong customer relationships through attentiveness and positive engagement.
- Modeled outstanding customer service, linking revenue growth to customer loyalty.
- Provided consultancy on human resource matters to optimize team performance.
- Educated staff on company mission and values to promote achievement of strategic goals.
Owner, Operations Consultant
CHICK-FIL-A
01.1996 - 01.2001
- Enhanced morale in underperforming units, leading to improved customer satisfaction scores and increased sales.
- Led grand opening operations for 14 restaurants over two years, achieving successful launches.
- Monitored market conditions to establish competitive product pricing and leverage emerging trends.
- Generated annual revenue growth by capitalizing on industry expansion and market opportunities.
- Developed value-added solutions based on market insights, resulting in over 30% sales improvement over three years.
- Achieved top 5% guest satisfaction scores within company rankings through strategic service enhancements.
Education
B.A. - Economics
University of Georgia
Athens, GASkills
- Growth leadership
- Problem solving
- Decision making
- Team collaboration
- Attention to detail
- Relationship building
- Marketing and social media management
- Process improvement
- Business development
- Operations oversight
- Executive leadership
- Leadership and people development
Timeline
COO
Gigi's Cupcakes USA
01.2019 - Current
Independent Consultant
01.2016 - 01.2019
Director of Operations
Nothing Bundt Cakes
01.2015 - 01.2016
Vice President of Operations
Moe's Southwest Grill
01.2014 - 01.2015
Director of Operations
Moe's Southwest Grill
01.2012 - 01.2014
Franchise Business Consultant/Director of Operations
Moes' Southwest Grill Corporate
01.2005 - 01.2011
Director of Operations
Disney Regional Entertainment - ESPNZone
01.2003 - 01.2005
Southern District
THE HOME DEPOT - Operations Leadership Team
01.2001 - 01.2003
Owner, Operations Consultant
CHICK-FIL-A
01.1996 - 01.2001
B.A. - Economics
University of Georgia