Stephen Pierce
Canton,MI
Summary
Customer-oriented General Manager possessing upbeat attitude and passion for delivering best products, services, and customer service. Skillful in promoting brand through authentic engagement with customers and staff. Offering 30 years of experience contributing to retail promotions, sales, and special events. Determined General Manager committed to empowering sales teams to deliver exceptional customer experience. Natural leader with passion for motivating team members to present consistently positive image. Takes ownership of customer escalations and problem-resolution and mentors and educates team to meet goals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
General Manager
Taco Bell
Plymouth Mi
09.2023 - Current
- Directed daily operations to ensure efficiency and optimal service delivery across multiple locations.
- Implemented strategic initiatives to enhance customer satisfaction and loyalty programs.
- Oversaw budgeting processes, ensuring financial accountability and operational cost management.
- Mentored and developed leadership team to drive employee engagement and retention.
- Analyzed market trends to inform business strategies and competitive positioning in the retail sector.
- Streamlined inventory management systems, reducing excess stock and improving turnover rates.
- Collaborated with cross-functional teams to enhance operational workflows and productivity metrics.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented robust inventory management systems to optimize stock levels and minimize waste/costs associated with excess product storage.
General Manager
Burger King
Westland, Mi
03.2019 - 09.2023
- Collaborated with managers to direct and delegate work assignments and verify execution of plans and strategies across store.
- Developed and maintained effective working relationships with team members, management, and customers to boost company productivity and morale.
- Reported losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management.
- Coordinated work handoffs and schedules with other Shift Managers.
General Manager
Speedway
Taylor, Mi
04.2015 - 03.2019
- Reversed poor performing store by revising systems, processes, training programs, and personnel.
- Led cross-functional projects and identified and solved complex problems in all areas of business.
- Monitored and controlled department budget, grew revenue, and contained expenses, reviewing monthly profit and loss statements to identify areas in need of improvement.
- Performed analysis to inform key strategic decisions and presented data-driven recommendations to senior leadership.
- Held associates accountable for meeting established operational guidelines, brand standards, customer service expectations, and company policies.
- Created culture focused on customer service and satisfaction, resulting in improved customer loyalty and retention.
- Improved customer satisfaction and loyalty by building an atmosphere focused on positive, memorable experiences.
Assistant Manager
McDonald's
Romulus, Mi
05.2000 - 04.2015
- Supervised hourly and temporary personnel, providing work direction and reviewing work processes.
- Collaborated with store manager to direct and delegate work assignments and verify execution of plans and strategies across store.
- Assisted General Manager in administering policies and practices in areas such as human resources, compliance, safety, and quality assurance.
- Coordinated work handoffs and schedules with other Shift Managers.
- Reported losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management.
- Set expectations and modeled excellent service by projecting positive attitude and enthusiasm toward job, company, and customers.
- Maintained focus on promoting and driving sales, including execution of next season planning.
- Attended store walkthroughs with management team and followed-up on directives and recommendations.
Department Manager
Big Lots
Taylor, Mi
04.1999 - 08.2010
- Supervised hourly and temporary personnel, providing work direction and reviewing work processes.
- Collaborated with store manager to direct and delegate work assignments and verify execution of plans and strategies across store.
- Coordinated work handoffs and schedules with other Shift Managers.
- Attended store walkthroughs with management team and followed-up on directives and recommendations.
- Communicated regularly with management team concerning all aspects of sales, customer feedback, and associate performance.
- Evaluated performance of associates and mentored underperforming employees on ways to improve.
- Coached and managed performance for store associates and developed bench of talented workers.
- Reported losses, employee behavioral issues, customer complaints, and other significant issues to upper-level management.
- Stayed current with all store initiatives and communications, sharing with associates as required.
- Addressed and resolved customer inquiries and complaints and engaged with customers to determine satisfaction levels with products offered.
Education
High School Diploma - General
Truman High
Taylor, Mi06.1998
Skills
- Promotional planning
- Reporting and documenting
- Orientation and training
- Sales and marketing
- Develop employee knowledge
- Hiring and training
- Schedule oversight
- Retail space planning
- Staff development
- Plan projects
Certification
Serve Safe Certified
Timeline
General Manager
Taco Bell
09.2023 - Current
General Manager
Burger King
03.2019 - 09.2023
General Manager
Speedway
04.2015 - 03.2019
Assistant Manager
McDonald's
05.2000 - 04.2015
Department Manager
Big Lots
04.1999 - 08.2010
High School Diploma - General
Truman High