Leighton Francis
West Park,Florida
Summary
Strong communication and problem solving skills. Motivated self-starter; is detail oriented; Adept at multitasking to achieve individual and team goals. Diverse background includes sales, clerical and administrative roles as well as customer service and supervision. Committed to quality, excellent oral and written communication skills and the ability to get things done.
Overview
25
25
years of professional experience
Work History
Route Manager
Waste Management
01.2017 - Current
- Ensuring new frontline employees have tools, instruction, and feedback for successful daily duties
- Meet with new frontline employees daily to ensure consistent communication and support of onboarding
- Provide timely and consistent touchpoints with frontline employees
- Regular review of best practices to enhance daily performance
- Focus on understanding and progress of frontline employee career goals
- Identify and address improvement opportunities and collaborate with frontline employees to ensure continued success
- Actively practice and seek feedback on coaching conversations
- Lead by example to ensure safety practices are paramount with each employee
- Teaching and developing an understanding of the WM Way
- Conducts Root Cause Investigations for all injuries and incidents, ensuring consistent discipline and retraining
- Documents and maintains records required by regulatory agencies such as the Department of Transportation
- Review and audits documentation related to route operations daily (e.g., DVIRs, driver time and attendance, open tickets), following up where appropriate
- Visits customers and customer sites to evaluate and resolve safety issues, seeking service alternatives where appropriate.
Dispatcher Combo
Waste Management
01.2015 - 01.2017
- Communication and Dispatches drivers to calls as they are received
- Works with routing specialists, route managers, and the service department to optimize routes
- Assists in determining daily level of driver staffing to provide best mix to enhance productivity
- Assigns routes and service tickets to appropriate Drivers throughout the day and for the next day; close service tickets each day
- Handles fields incoming calls and e-mails from customer service and sales department; manages requests for pick-up or container delivery and ensuring same-day service
- Initiates outbound calls to customers while drivers are on-site/location, resolving mechanical, climate, and utility and service issues
- Ensures same-day service on missed pick-ups by coordinating Driver movement in the field
- Records and documents information from Drivers and distributes to appropriate departments
- Serves as an emergency point of contact for mechanical and issues
- Some initial travel (up to 15%) required to assist with centralization efforts.
Travel Center General Manager
Pilot Travel Centers
01.2003 - 01.2014
- Ensure that customer expectations are met through training, follow-up
- Responsible for the daily operations of a multi-million dollar fast paced establishment
- Manage expenses to meet budgets set by Retail and Area Managers and Executives
- Maintain accurate records to ensure that all corporate, local regulations are complied with
- Responsible for staff recruiting, training, coaching, and establishing store focus and initiatives
- Develop and maintain effective vendor relationships
- Stock merchandising; maintain inventory levels to visually impact sales in a positive manner
- Responsible for Accounting, cash handling, daily bank deposits, and cash on hand safe including audits, daily deposits, as well as payroll
- Transmit daily bookkeeping, invoices, inventory changes and merchandise orders
- Oversee the operations of a Truck Repair Shop, Subway restaurant, food safety standards
- Coordinate and perform all maintenance of store equipment, building structure and grounds
- Supervise Assistant Managers which included assigning tasks as needed for the operation.
Assistant Store Manager
Home Depot
01.2001 - 01.2003
- Prepared financial reports to various groups in the organization, including senior management
- Ensure that all store, customer and employee needs receive appropriate care and concern
- Ensure accurate banking/cash handling through follow-up
- Supervise the in-stock levels through IMA’s to maximize sales
- Interact daily with customers and staff to supervise and exemplify harmony in the unit
- Drove sales, profit margin and minimize expenses through execution
- Extensive vendor relations to ensure safety, merchandising and compliance
- Oversee a variety of store specific programs like Installed Sales, Shipping, Product Services
- Responsibilities included safety, security, training, mentoring, and scheduling
- Provided train assistance to new Customer Service Representatives and lead staff leads
- Assisted HR manager with interviews, disciplinary action, and staff and supervisor reviews
- Assumed in Store Manager Responsibilities when needed as assigned and shift coverage
- Approved and transmitted of bi-weekly payroll to ensure that all data is accurate
- Assisted Store Manager in training staff in all aspects of their job responsibilities.
Director of Operations
SuiteOne Extended Stay Hotel
01.1999 - 01.2001
- Direct and manage operations for 8 hotels ensuring optimum performance and profitability
- Ensure guest satisfaction is maintained through training and follow-up of escalated issues
- Demonstrate and promote employee loyalty and commitment to excellence
- Manage and maximize revenues, follow-thru GOP (General Operating Profit) or EBITA (Earnings before Interest, Taxes and Amortization) of each hotel
- Responsible for management of labor standards and property level expenses to achieve maximum flow through to the bottom line and utilizing reconciliation to ensure accuracy
- Set goals and compile reports to produce to track and pinpoint areas of concern
- Provide input for the development of sales, and advertising strategies
- Assist Hotel Manager to promote retention programs, as well as turnover reduction strategies
- Conduct coaching/counseling sessions; performance evaluations; prepare performance improvement plans, disciplinary documentation and terminations
- Build client relationships in to increase visibility within local markets
- Reporting to the President of the company areas of concern and wins through weekly meetings.
Education
Coursework, Associate of Arts (AA), Business Administration -
Miami-Dade College
Skills
- MS Word
- MS Excel
- MS Power Point
- MS Outlook
- Strategic Planning
- Staff Development
Work
954.729.8580
Timeline
Route Manager
Waste Management
01.2017 - Current
Dispatcher Combo
Waste Management
01.2015 - 01.2017
Travel Center General Manager
Pilot Travel Centers
01.2003 - 01.2014
Assistant Store Manager
Home Depot
01.2001 - 01.2003
Director of Operations
SuiteOne Extended Stay Hotel
01.1999 - 01.2001
Coursework, Associate of Arts (AA), Business Administration -
Miami-Dade College
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