Stephen Coats
Ocala
Summary
Dynamic Region Manager with a proven track record at Pilot Travel Centers, recognized for enhancing operational safety and guest satisfaction. Expert in staff training and development, achieving top team promoter scores. Strong decision-making and problem-solving skills led to a 7% leadership turnover rate, driving exceptional team performance / retention, guest service and financial growth.
Overview
39
39
years of professional experience
Work History
Region Manager
Pilot Travel Centers
06.2016 - Current
- Directed staffing training and team development initiatives to enhance operational safety and guest satisfaction.
- Attained recognition as a leading performer among 70 regions, showcasing outstanding results.
- Spearheaded initiatives that secured top team promoter score for three consecutive years.
- Assisted in initiatives to improve guest experience, contributing to recognition as a leading region for customer satisfaction. Supported efforts to maintain a leadership turnover rate of 7% and manage an hourly turnover of 75%.
- Designed and implemented processes to enhance company standards.
- Facilitated training sessions for regional managers to enhance leadership skills.
General Manager
Pilot Travel Centers
Ocala, FL
09.2007 - 06.2016
- Directed daily operations to ensure adherence to safety standards and company policies.
- Spearheaded development and implementation of strategic initiatives to elevate customer service and optimize operational efficiency.
- Directed team performance through mentorship and cultivation of a culture centered on accountability and excellence.
- Evaluated sales data to uncover trends and enhance inventory management strategies.
- Assisted in managing budget implementations. Supported employee reviews and feedback processes. Coordinated training schedules and contract negotiations.
- Monitored financial performance to support budget setting and expense control. Assisted in maintaining financial stability for the organization. Helped teams understand financial goals for long-term growth.
- Enhanced operational efficiency by coaching and mentoring personnel on management principles and industry best practices.
- Spearheaded year-over-year business growth by directing operations, strategic vision, and long-range planning initiatives.
District Manager
Kwik King Foods
Ocala, FL
06.1995 - 07.2007
- Led operational strategies to enhance store performance and profitability across multiple locations.
- Developed and implemented training programs for staff, improving team efficiency and customer service standards.
- Analyzed sales data to identify trends, driving inventory management and financial growth.
District Manager
Handy Way / Lil-Champ / Pantry Foods
Ocala, FL
05.1987 - 06.1995
- Advanced from Single Unit Manager to District Manager overseeing eight locations within six months.
- Facilitated cultural transformation across locations during multiple ownership transitions.
Education
B.A. in ED. - American History
Pasco Hernando State College
Dade City, FL05.1987
High School Diploma - Business / American History
Zephyrhills
Zephyrhills, FL05.1985
Skills
- Staff training and development
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Decision-making
- Problem resolution
Timeline
Region Manager
Pilot Travel Centers
06.2016 - Current
General Manager
Pilot Travel Centers
09.2007 - 06.2016
District Manager
Kwik King Foods
06.1995 - 07.2007
District Manager
Handy Way / Lil-Champ / Pantry Foods
05.1987 - 06.1995
B.A. in ED. - American History
Pasco Hernando State College
High School Diploma - Business / American History
Zephyrhills