Marshall McCall
Simpsonville,SC
Summary
Studious Senior Director of multi-unit operation offering 20 years of extensive experience in the restaurant industry. Top-tier skills in business and operations management. Analytical problem solver and critical thinker with remarkable decision-making and multi-tasking abilities.
Overview
15
15
years of professional experience
Work History
Senior Director of Operations
Exceptional Hospitality LLC, Chick-fil-A Restauran
Greenville, SC
11.2013 - Current
- Monitored budget and utilized operational resources.
- Monitored and coordinated workflows to optimize resources.
- Set team and individual KPIs and provided regular, actionable feedback. Consistently achieved Top 20% within Chick-fil-A for customer experience measurable.
- Kept up-to-date with industry trends and identified areas of opportunity to drive improvements.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality. Worked with a team of managers including 6-8 direct reports.
- Managed daily operations of multiple restaurants, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
- Managed, trained and motivated personnel to continuously improve knowledge and abilities in service and hospitality field.
- Managed 150+ team members across multiple departments, resulting in an average increase of 12% in annual revenue.
- Interacted well with customers to build connections and nurture relationships.
- Supervised daily operations of $16 million dollar QSR operation.
- Promoted positive customer experience through day-to-day supervision and management of restaurants.
Mortgage Loan Officer
Pinnacle Bank
Greenville Junction, ME
01.2012 - 06.2013
- Worked with underwriters to fix application problems and resolve issues.
- Reviewed loan files and updated to match current standards.
- Explained different types of loans pertaining to client situations.
- Fielded customer complaints and provided solutions.
- Monitored pipelines to track and log status of loans.
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans.
General Manager
Exceptional Hospitality, Chick-fil-A Of Haywood Rd
Greenville, SC
05.2007 - 01.2012
- Purchased adequate quantities of food, beverages, equipment and supplies.
- Correctly calculated inventory and ordered appropriate supplies.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Reconciled cash and credit card transactions to maintain accurate records.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Conducted health, safety and sanitation process evaluations to identify and remedy any violations immediately.
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and reduce waste.
- Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Carefully interviewed, selected, trained and supervised staff.
- Prepared for and executed new menu implementations.
- Led and directed team members on effective methods, operations and procedures.
Education
Bachelor Of Science In Business Administration -
Southern Wesleyan University
Central, SCSkills
- Business Leadership
- Performance Monitoring and Evaluation
- Hiring and Onboarding
- Department Oversight
- Management Training
- Sales Tracking
- Maintaining Clean Work Areas
- Report Tracking
- Operations Oversight
- P&L Responsibility
- Food Preparation
- Process and Performance Improvement
- Operational Excellence
- Reviewing Resumes
Timeline
Senior Director of Operations
Exceptional Hospitality LLC, Chick-fil-A Restauran
11.2013 - Current
Mortgage Loan Officer
Pinnacle Bank
01.2012 - 06.2013
General Manager
Exceptional Hospitality, Chick-fil-A Of Haywood Rd
05.2007 - 01.2012
Bachelor Of Science In Business Administration -
Southern Wesleyan University
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