Regetta Polk

As a KFC Area Coach, I served as a senior operations leader, coaching and mentoring multiple restaurant teams to achieve excellence.

My key responsibilities included:

• Leadership: Provided transformational leadership, inspiring teams to achieve results with compassion and authenticity.

• Performance: Drove performance across key metrics such as people, guests, sales, and profit.

• Analysis: Analyzed area and restaurant performance to identify opportunities and develop strategies for improvement.

• Accountability: Encouraged teams to take ownership and accountability for results through performance management.

• Communication: Engaged and communicated with teams to share a unified vision.

• Guest Experience: Led initiatives to ensure friendly interactions, a clean restaurant, and fresh meals for guests.

• Development: Mentored and coached teams using effective training and development resources.

Achievements:

• Achieved consistent sales growth by setting clear expectations and providing support to store managers.

• Conducted regular performance appraisals, providing constructive feedback, and identifying areas for improvement.

• Successfully resolved escalated customer complaints, restoring client satisfaction and safeguarding business reputation.

• Increased employee retention by developing career advancement opportunities and offering ongoing professional development resources.

• Collaborated with fellow Area Coaches to share best practices, contributing to the overall success of the organization.

• Enhanced team performance through effective coaching strategies and ongoing feedback.

• Ensured compliance with company policies and procedures, maintaining high standards of service quality across locations.

• Analyzed sales data to identify improvement opportunities, implementing targeted action plans.

• Optimized inventory management procedures to minimize discrepancies and maximize product availability.

• Streamlined operational processes to improve efficiency and productivity within the assigned area.

• Reduced operational costs through careful monitoring of expenses and implementation of cost-saving measures.

The Harris Teeter Customer Service Representative Manager (CSM) is responsible for the daily operations of the customer service department, ensuring efficiency, profitability, and increased customer satisfaction and loyalty.

Job Responsibilities:

• ·Customer Assistance: Answer customers' questions, resolve problems, and maintain customer satisfaction by providing effective problem-solving resources.

• Operational Performance: Maximize customer operational performance by offering help desk resources and technical advice.

• Human Resources: Accomplish customer service human resource objectives by recruiting, selecting, training, and coaching employees.

• Staff Management: Manage customer service staff, communicate job expectations, and conduct appraisals and job reviews.

• Financial Objectives: Meet customer service financial objectives by forecasting requirements, preparing annual budgets, and scheduling expenditures.

• Quality Improvement: Improve customer service quality by conducting surveys, evaluating and re-designing processes, establishing and communicating service metrics, and monitoring and analyzing results.

• Standards Implementation: Implement production, productivity, quality, and customer service standards.

• Strategic Contributions: Contribute customer service information and recommendations to strategic plans and reviews.

• Procedural Audits: Audit customer service procedures and trends to determine system improvements.

• Policy Enforcement: Enforce company policies and procedures.

• Customer Requirements: Determine customer service requirements by maintaining contact with customers and visiting operational environments.

• Continuous Learning: Update job knowledge by participating in educational opportunities, maintaining personal networks, and engaging in professional organizations.

Achievements:

• Established strong relationships with clients, promoting trust and loyalty in our brand.

• Developed and implemented effective customer service policies and procedures, enhancing overall department performance.

The KC Field Training Instructor administers and facilitates training programs, resources, and field training activities, including critical field operations support and special assignments. This position serves as a liaison between the training department and the field, as well as Delight Center personnel.

Responsibilities:

• Learning Environment: Promote a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
• Student Progress: Track student progress, frequently checking in with struggling students and identifying root causes of problems.
• Team Development: Ensure teams work on their bench plans for Shift Leads, AGMs, and RGMs, in conjunction with operations. Shepherd the process to ensure proper training plans are in place and team members are developed and promoted appropriately.
• Influence Operations Leaders: Successfully influence operations leaders on the importance of identifying "highly promotable" team members and taking them through the proper training processes.
• Learning Zone Compliance: Partner with operations to ensure Learning Zone training is properly completed by team members and maintain the integrity of the process.
• Product Rollouts: Collaborate with operations on all new product rollouts and additional restaurant-level training in assigned markets.
• CORE Audits: Conduct one Full CORE audit per quarter in assigned markets, coaching operations on areas of opportunity and reporting coaching recaps to Training Leaders, Core Coaches, and Operations Leaders.
• Training Store Manager (MTM) Process: Own the MTM process, assist in identifying MTMs, certify MTMs, and support MTM managers to achieve the highest standards of training excellence.
• MIT and ARL Coaching: Shepherd and coach all MITs and Above Restaurant Leaders (ARL) during training to increase engagement and reduce turnover risk.
• Operational Standards: Be a certified Subject Matter Expert (SME) on all operational standards, processes, and system
• Annual Certifications: Partner with operations on ARN annual certifications for RGMs and ARLs, ensuring 100% compliance.
• Manager Rallies: Coordinate and conduct manager rallies in assigned markets, aiming for once per quarter or more.
• RGM Success Binder: Understand and coach all elements of the RGM Success Binder and the Operations Excellence Program.
• New Restaurant Openings (NRO): Assist ARLs and RGMs with training NRO team members and managers, shepherding them post go-live to achieve a Green scorecard within six months of opening.
• Training Classes: Conduct training classes on operational topics (e.g., ICOS, Core) and HR topics (e.g., Respectful Workplace, Using Talent Reef) as needed.

A Restaurant General Manager at KFC provides strong, positive leadership, delivers excellent and friendly guest experiences, achieves operational excellence, and contributes to profitable top-line sales growth.

Responsibilities:

• Leadership and Goal Achievement: Take ownership of leading the restaurant team to reach set goals and ensure a positive and collaborative environment.
• Guest Experience: Oversee all aspects of the guest experience in the restaurant, including friendly interactions, maintaining a clean and welcoming environment, and delivering fresh, high-quality meals.
• Team Development: Grow and mentor the KFC family through effective training, development, and onboarding of new team members. Ensure continuous development of team members to meet operational standards.
• Communication: Lead communications within the team regarding goals, upcoming promotions, business updates, and other relevant information.
• Collaboration: Partner with other Restaurant General Managers and Area Leaders to foster growth and drive the business forward.
• Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
• Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.