Lucus Ellis
Yukon,OK
Summary
Dynamic leader with a proven track record at Black Bear Diner and Andys Frozen Custard, excelling in operations management and team leadership. Expert in customer service management and problem-solving, significantly enhancing customer satisfaction and team efficiency. Skilled in strategic planning and employee mentoring, driving performance improvements and operational excellence.
Overview
2025
2025
years of professional experience
Work History
Store Manager
Schlotzsky's Deli
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
General Manager
Andys Frozen Custard
06.2024 - Current
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
- Prepared employee schedules for maximum coverage during key hours.
- Coordinated onboarding activities for new hires, facilitating seamless integration into the existing support team structure.
- Created, prepared, and delivered reports to various departments.
- Leveraged CRM tools to maintain detailed records of customer interactions, improving follow-up and resolution processes.
- Fostered positive team culture, encouraging open communication and collaboration among team members.
- Optimized staffing schedules to ensure coverage during peak times, maintaining high service levels.
RSM (Regional Support Manager)
Black Bear Diner
09.2020 - 12.2023
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Mentored junior staff members, providing guidance and coaching to enhance their skillsets and career progression potential.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Coached employees through day-to-day work and complex problems.
- Managed senior-level personnel working in marketing and sales capacities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
Salesman
Matress One
03.2019 - 04.2020
- Developed strong client relationships through consistent communication and exceptional customer service.
- Increased sales by offering advice on purchases and promoting additional products.
- Assisted customers in selecting appropriate products based on their needs, boosting satisfaction rates.
- Increased sales revenue by identifying potential clients and conducting persuasive product presentations.
Education
Diploma -
Conroe High School
Conroe, TX05.2018
Skills
- Customer Service
- Problem-Solving
- Customer Relations
- Multitasking and Organization
- Store operations
- Customer Service Management
- Training and mentoring
- Store Opening and Closing
- Team Leadership
- Friendly and Positive
- Outstanding communication skills
- Team leadership and coaching
- Inventory Management
- Store Merchandising
- Cash Management
- Shift Scheduling
- Employee Training
- Inventory Control
- Recruitment and hiring
- POS Systems
- Goals and performance
- Team Building and Leadership
- Recruiting and Hiring
- Operations Management
- Leadership Development
- Supply Ordering
- Policies and Procedures
- Store displays
- Staff Supervision
- Staff Management
- Sales expertise
- Employee Scheduling
- Accurate Cash Handling
- Strategic thinker
- Sales Strategies
- Flexible Schedule
- Delegating Work
Timeline
General Manager
Andys Frozen Custard
06.2024 - Current
RSM (Regional Support Manager)
Black Bear Diner
09.2020 - 12.2023
Salesman
Matress One
03.2019 - 04.2020
Store Manager
Schlotzsky's Deli
Diploma -
Conroe High School
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