Raymond Stephney
Fort Worth,TX
Summary
A highly effective Senior Operations Management Professional with over 25 years' experience that meets challenges skillfully and creates positive change. A creative, business-minded individual with the proven ability to identify market opportunities, and develop strategies to exploit them effectively. A proven detail-oriented and diligent leader with a track record of success, setting strategic direction, executing to plan, and leading teams to achieve outstanding results in challenging, and fast-paced business environments. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Customer-focused professional with successful 25-year career in Hospitality Restaurant sector. . Proficient Senior leader delivering encouragement and feedback to help employees be successful. Energetic professional with great poise. . Determined and experienced in mentoring and challenging team members to meet and exceed company goals.
Overview
35
35
years of professional experience
Work History
Manager
Sweetie Pies Ribeye's
Fort Worth, TX
11.2020 - Current
- Coach and continued development of new and unexperienced managers
- Assist GM's to identify areas for improvement, establishing and implementing procedures and performance standards to increase profitability
- Educated managers to understand financial impact of operational decisions, and help to establish and implement performance measurements to reach goals
- Brand Ambassador being face that customers recognize, feel comfortable with and trust
- Trained and developed training programs for hourly team members
- Oversaw Quality Control ensure food prepped and prepared to company standards and food safety guidelines
- Ensured compliance with all corporate operating standards as it relates to Safety, Discrimination, Harassment of any kind and Labor Laws
- Analyzed sales statistics to properly forecast, schedule and control labor and food cost
- Administratively processed bi-weekly patrol, managed all New and Rehire On-Boarding process, orientation, coaching and discipline
- Improved safety procedures to create safe working conditions for workers.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed detailed plans based on broad guidance and direction.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Accomplished multiple tasks within established timeframes.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled costs to keep business operating within budget and increase profits.
- Maintained professional, organized, and safe environment for employees and patrons.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
General Manager
Wingstop
Fort Worth, TX
01.2019 - 01.2020
- Coach and continued development of new and unexperienced managers
- Coach GM's to identify areas for improvement, establishing and implementing procedures and performance standards to increase profitability
- Educated GM's to understand the financial impact of operational decisions, and help to establish and implement performance measurements to reach goals
- Trained and developed hourly staff and Managers
- Ensured compliance with all corporate operating standards and procedures
- Diffused high levels of tension and stress at the point of contact between customers and associates
- As well as associates and management
- Analyzed sales statistics to properly forecast, schedule and control labor costs
- Accomplished Human Resource objectives by recruiting, selecting, orienting, coaching, and disciplining subordinates
- Reduced operational risks while organizing data to forecast performance trends.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Assisted in recruiting, hiring and training of team members.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained new employees on proper protocols and customer service standards.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Managed budget implementations, employee evaluations, and contract details.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Formulated policies and procedures to streamline operations.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Developed and maintained relationships with customers and suppliers through account development.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
First Responder
Harris County Sheriff's Office
Houston, TX
01.2018 - 01.2019
- Train new deputies and hires on software systems
- Receive calls that come from that area
- Responsible for determining the nature of the calls they receive, as well as the location of the callers
- I am responsible for monitoring the location of emergency service personnel in their assigned territory
- Using this information, 911 emergency dispatchers direct appropriate type and number of emergency service units to emergency scenes
- 911 emergency dispatchers must maintain communication with dispatched units to monitor their response, in addition to maintaining communication with callers to monitor emergency situations and give first-aid instructions if necessary
- Responded to 911 calls for medical emergencies.
Area Vice President, Operations Director
Waffle House Inc
01.2010 - 01.2016
- Responsible for operation of 27 restaurants and managed three division managers, three human resources (HR) staff members and HR area director
- Total direct and indirect staff responsibility for 570 people
- Participated in site selection and new restaurant openings
- Coordinated community activities and charitable events
- Served company liaison to four franchise holders
- Managed maintenance activities for 27 restaurant locations
- Opened nine new restaurants from site selection stage to full operations
- Developed relations with local university for team building, recruiting and strengthening community
- Maximize profits through effective cost control, staff scheduling, inventory management, and ordering
- Achieved 10% sales growth to budget annually
- Performed quarterly management appraisals and reviews per Human Resources and company objectives
- Facilitated vender relationships for purchasing and cost control capitalizing on economy of scale
- Conducted audits of internal documents to validate transactions and provided financial guidance for resource allocation, inventory control and budgeting.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Negotiated contracts, pricing structures and delivery schedules.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Slashed overtime expenses by restructuring staff and management team schedules.
- Strengthened product branding initiatives by coordinating marketing strategies to optimize outreach.
- Utilized lean methodology to implement quality initiatives and reduce arrears.
- Monitored expenditures to mitigate risk of overages.
- Reduced overtime by 23% by restructuring employee schedules.
- Implemented equipment to eliminate production bottlenecks, boosting productivity and ensuring earlier completion date.
- Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
- Supervised operational processes and procedures for sales, supply chain management, distribution and resourcing.
- Managed and reported organizational finances.
- Established quality customer relationships through consistent delivery on commitments.
- Boosted customer satisfaction ratings by resolving issues quickly and effectively.
- Recruited and hired top talent by selecting qualified individuals to maximize profitability.
- Managed payroll processes by collecting staff time sheets, checking accuracy, correcting hours, tracking in database and approving routing.
- Collaborated within sales team to brainstorm business development strategies and identify customer product needs and preferences.
- Collaborated with executives to develop and execute strategic business plans.
- Mentored employees and offered constructive feedback for performance improvement.
- Led, supervised and provided strategic direction for workforce of 570 employees.
- Boosted productivity and verified early completion dates by eliminating production bottlenecks.
- Maintained excellent customer relationships through consistent delivery on commitments.
- Reduced overtime by 30-40% by restructuring employee schedules.
- Developed and presented key projects to board to obtain approval.
- Rolled out lean manufacturing processes, which initiated quality control and decreased arrears.
Division Manager
Waffle House
Fort Worth, TX
01.2001 - 01.2010
- Led operation of nine restaurants and managed three district managers, nine restaurant managers, two HR specialists and more than 200 restaurant staff members
- Increased annual sales growth from -7% to 15% within first six months
- Maintained positive sales growth during tenure, leading division to become highest-ranked in area in 2004-2006
- Trained and developed over 50 Unit managers and 20 District managers
- Personally sourced and recruited several of these managers
- Refocused restaurant operations on basics by conducting regular restaurant visits and audits
- Worked closely with District managers and Unit managers and coached them on how to optimize their operations
- Coached and mentored hourly staff, gaining their commitment to operating all restaurants in accordance with company standards of cleanliness, quality, and service
- Worked to improve customer experience to positively impact customer loyalty and patronage.
- Facilitated business by implementing practical networking techniques.
- Exercised independent judgment in onboarding, training and motivating division staff to maximize performance.
- Supervised daily planning, coordination and administration for division operations.
- Achieved profit and loss objectives through effective planning and over communication processes.
- Communicated product quality and market comparisons by creating sales presentations.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Met divisional objectives by recruiting and qualifying vendor and trade bases.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Established clear and consistent policies and procedures.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Controlled costs by streamlining operations and reducing waste.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Built relationships with customers and community to establish long-term business growth.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Implemented systems and procedures to increase sales.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
District Manager
Waffle House
Fort Worth, TX
01.2000 - 01.2001
- Oversaw operations of three 24-hour restaurants in and around Fort Worth, one of which being lowest-ranked out of 27 restaurants in Ft. Worth Area
- Increased sales ranking of lowest-ranked restaurant from 27th to 12th in Ft. Worth Area, by going back to basics
- Retrained all service staff and monitored operations to reduce fraud and theft
- Trained staff on operating to standards for cleanliness and customer service.
- Held meetings with director to identify techniques to overcome sales obstacles.
- Modeled best practices for sales and customer service.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Launched quality assurance practices for each phase of development
- Coordinated with other district managers to actualize performance improvement strategies.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Managed senior-level personnel working in marketing and sales capacities.
- Established team priorities, maintained schedules and monitored performance.
- Built positive and productive relationships with store and field leadership.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Optimized team performance with newly implemented sales and merchandising procedures.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Supervised 3 locations to enforce high-quality standards of operation.
- Generated financial and operational reports to assist management with business strategy.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Exceeded sales targets with well-developed sales strategy and empowering team coaching.
Unit Manager
01.1999 - 01.2000
- Turned around failing 24-hour restaurant with high employee turnover, high food cost, and low profitability
- Led restaurant to record-breaking performance within four months
- Improved employee training and stabilized the staff
- Focused on improving profitability by monitoring sales tickets, reducing waste and spoilage, and matching staffing levels to forecasted revenue.
District Manager
50 OFF Stores Inc
01.1991 - 01.1996
- Directly responsible for 17 Retail stores across Georgia and Alabama
- Traveled extensively across territory and conducted site visits to ensure compliance with all company standards
- Trained and mentored store managers and assistant managers and ensure sufficient “bench strength” to maintain operational continuity
- Managed average of 270 employees
- Opened six new stores
- Managed the third-highest sales volume store in the company
- Conducted regional manager meetings to review corporate requirements and maintain high quality levels
- Defined clear targets and objectives and communicated to other team members.
- Optimized in-store merchandising and monitored inventory availability to increase sales.
- Developed detailed plans based on broad guidance and direction.
- Optimized team performance with newly implemented sales and merchandising procedures.
- Reported issues to higher management with great detail.
- Enhanced regional branch performance by implementing proven management processes to increase revenue.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interacted well with customers to build connections and nurture relationships.
- Modeled best practices for sales and customer service.
- Modeled strong negotiation skills to help team members close tough deals with lucrative clients.
- Coordinated with other district managers to actualize performance improvement strategies.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Launched quality assurance practices for each phase of development
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Evaluated costs against expected market price points and set structures to achieve profit targets.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Managed senior-level personnel working in marketing and sales capacities.
- Established team priorities, maintained schedules and monitored performance.
- Built positive and productive relationships with store and field leadership.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Supervised 17 locations to enforce high-quality standards of operation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Generated financial and operational reports to assist management with business strategy.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Located, developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Introduced cost-saving initiatives to reduce losses and increase profit margin.
Education
Bachelor of Business Administration - Business Management/ Real Estate
University of North Texas
Denton, TXMaster of Arts - Theology
Christian Bible Institute
Houston, TX01.2017
Skills
- Budgets / Forecasts
- Facilities Planning / Management
- Strategic Planning
- Customer Relations
- Staffing Scheduling
- Financial Reporting
- Multi-Site Operations
- Store Openings
- Community Relations
- Quality Control
- Operations Management
- Contract Negotiations
- Six Sigma Principles
- Theft / Shrinkage Prevention
- Risk Management
- Employee Development
- Conflict Management Team Building & Development Analysis Skills
- Staff Management
- Contract Development and Management
- Sales and Marketing
- Customer Relationship Management
- Brand Management
- Project Management
- Team Leadership
- Business Planning
- Verbal and Written Communication
- Maintenance and Repair Management
- Food and Beverage Management
- Managing Cash Register
- Issue and Conflict Resolution
- Coaching and Mentoring
- Time Management
- Productivity Performance
- Budgeting and Cost Control
- Product Management and Branding
- Invoice Reconciliation
- Employee Training
- Managing Employee Relations
- Performance Tracking and Evaluations
- Managing Career Progression
- Cross-Functional Team Management
- Complex Problem-Solving
- Managing Files and Records
- Business Analysis
- Shrinkage Prevention
- Managing Multiple Tasks
- Scheduling and Coordinating
- Collaborate Cross-Functionally
- Managing Revenue Projections
- Account Management and Updating
- Plan Projects
- Administration and Reporting
- Managing Operations and Efficiency
- Reconciling Cash Drawers
- Income and Expense Management
- Overseeing Employees
- Negotiation
- Staff Supervision
- Inventory Audits
- Budget Knowledge
- Business Administration
- Vendor Sourcing
- Industry Standards
- Contract Management
- Customer Satisfaction
- Inventory Control Processes
- Reducing Waste
- Constructive Feedback
- Data Analysis
- Federal Regulations
- Safety Protocols
- Operational Efficiency
- Customer and Vendor Relations
- Personnel Scheduling
- Financial Management
- Inventory Accuracy
- Corrective Actions
- Expense Tracking
- Understanding of Applicable Laws
- Profit and Loss Reporting
- Compliance Management
- Performance Evaluations
- Guest Relations
- Customer Loyalty
- Employee Performance Reviews
- Shrink Control
- Outstanding Communication Skills
- Excellent Interpersonal Skills
- Strategic Vision
- P&L Management
- POS Inventory System Operation
- Materials Planning and Logistics
- Inventory Monitoring
- Operations Oversight
- Policy Development and Enforcement
- Business Leadership
- Hiring and Onboarding
- Management Training
- Team-Building Exercises
- Program Rollout
- Sales Promotion
- Budget Management
- Organizational Development
- Crisis Management
- People Management
- Recruiting and Hiring
- Hiring and Retention
- Fundraising Events
- Charismatic Leader
- Capital Spending
- Networking
Timeline
Manager
Sweetie Pies Ribeye's
11.2020 - Current
General Manager
Wingstop
01.2019 - 01.2020
First Responder
Harris County Sheriff's Office
01.2018 - 01.2019
Area Vice President, Operations Director
Waffle House Inc
01.2010 - 01.2016
Division Manager
Waffle House
01.2001 - 01.2010
District Manager
Waffle House
01.2000 - 01.2001
Unit Manager
01.1999 - 01.2000
District Manager
50 OFF Stores Inc
01.1991 - 01.1996
Master of Arts - Theology
Christian Bible Institute
Bachelor of Business Administration - Business Management/ Real Estate
University of North Texas