Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Marlo Franklin

Pasadena

Summary

Results-driven Project Manager, Customer Success Manager, and Operations Leader with a proven track record of leading cross-functional teams, streamlining processes, and enhancing customer experiences. Adept at managing end-to-end projects, optimizing operations, and fostering customer engagement to drive business growth. Expertise in process improvement, stakeholder collaboration, and performance optimization, with a passion for delivering innovative solutions and exceptional service

Overview

8
8
years of professional experience

Work History

GOLF SERVICES MANAGER (SENIOR MANAGER)

Topgolf
01.2024 - Current
  • Lead and mentor a team of 6+ managers, ensuring seamless project execution and operational efficiency
  • Drive labor cost optimization strategies, maintaining an efficient labor percentage of 22%-25%
  • Oversee venue operations generating $600K in weekly sales, ensuring peak performance and customer satisfaction
  • Implement process improvements that increased operational efficiency and reduced costs
  • Establish policies, procedures, and quality standards to enhance guest experience and business performance

HOSPITALITY MANAGER (TRAINING MANAGER)

Topgolf
08.2022 - 01.2024
  • Spearheaded a large-scale new venue opening, hiring and training 500+ employees
  • Developed training programs that improved staff retention and performance, achieving top company compliance scores
  • Managed operational workflows, ensuring guest satisfaction and team alignment with company goals
  • Facilitated cross-team collaboration to improve service delivery and optimize workforce efficiency

ASSISTANT GENERAL MANAGER

Round One Entertainment
03.2021 - 08.2022
  • Developed and implemented inventory control procedures, reducing shrinkage and optimizing supply chain processes
  • Led cross-functional teams to ensure successful execution of sales, marketing, and customer engagement initiatives
  • Strengthened financial operations by analyzing sales data and optimizing resource allocation

ASSISTANT GENERAL MANAGER

AMC Theatres
12.2019 - 03.2021
  • Recruited, trained, and mentored team members, enhancing customer service and operational productivity
  • Managed supplier relationships and budgetary planning to ensure operational efficiency and cost reduction

ASSISTANT MANAGER

CMX Cinemas / CineBistro At The Rotunda
03.2017 - 12.2019
  • Led team development initiatives, improving employee engagement and service standards
  • Oversaw inventory management, promotional events, and vendor negotiations to boost profitability

Education

Computer Engineering -

University of Maryland
College Park, MD

Skills

  • Project Lifecycle Management
  • Customer Experience Optimization
  • Cross-Functional Team Leadership
  • Process Improvement & SOP Development
  • Stakeholder & Client Engagement
  • Data-Driven Decision Making
  • Budgeting & Forecasting
  • Training & Performance Development
  • CRM & Project Management Tools (Salesforce, Asana, Trello)

Personal Information

Willing To Relocate: Anywhere

Timeline

GOLF SERVICES MANAGER (SENIOR MANAGER)

Topgolf
01.2024 - Current

HOSPITALITY MANAGER (TRAINING MANAGER)

Topgolf
08.2022 - 01.2024

ASSISTANT GENERAL MANAGER

Round One Entertainment
03.2021 - 08.2022

ASSISTANT GENERAL MANAGER

AMC Theatres
12.2019 - 03.2021

ASSISTANT MANAGER

CMX Cinemas / CineBistro At The Rotunda
03.2017 - 12.2019

Computer Engineering -

University of Maryland

Similar Profiles

CREATE PROFILE
Marlo Franklin