Summary
Overview
Work History
Education
Skills
Certification
Awards
CORE COMPETENCIES
Timeline
Generic

Theresa James

Atlanta,Georgia

Summary

Dynamic and results-driven District Manager with over 30 years of experience leading high-performing teams in the quick-service restaurant industry. Proven success in driving sales, improving operations, reducing turnover, and exceeding performance targets across multiple locations. Skilled in coaching store managers, maintaining brand integrity, and fostering a culture of accountability and excellence. Passionate about enhancing customer experiences and employee development, with a track record of building top-ranked districts for revenue and guest satisfaction.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

16
16
years of professional experience
1
1
Certification

Work History

District Manager

Kentucky Fried Chicken
03.2014 - 05.2025
  • - Oversaw operations for 6 restaurant locations, generating over $1 million in revenue.
  • - Increased district sales by 2% year-over-year through targeted marketing and service excellence.
  • - Improved labor efficiency and reduced turnover by coaching General Managers on hiring and scheduling practices.
  • - Conducted regular audits to ensure compliance with KFC brand, health, and food safety standards.
  • - Mentored three store managers, leading to internal promotion within 12 months.

Customer Service Officer

Phone Banking &Oppurtunity
08.2023 - 10.2023
  • Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Completed data entry to record call notes, suggestions and questions.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.

Customer Service Representative

Hardknock
03.2022 - 05.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.

Training Restaurant General Manager

Kentucky Fried Chicken
04.2009 - 06.2014
  • - Managed day-to-day operations of a high-volume KFC location.
  • - Ranked in the top 5% nationally for speed of service and cleanliness metrics.
  • - Controlled food and labor costs, keeping them under budget by 2% through strategic scheduling and waste reduction.
  • - Trained and developed over 20 team members, four of whom were promoted to shift lead roles.
  • - Led the store to achieve “Outstanding Operations” recognition for two consecutive quarters.

Education

High School Diploma -

Fulton High
Atlanta, Georgia
01.1990

Skills

  • -Microsoft Word
  • -Microsoft Excel
  • -Google Mail
  • -Google Docs
  • -Typing Speed 40-60 WPM
  • -Multitasking
  • -Email and Calendar Management
  • -Data Entry
  • -Problem Solving
  • -Communication Skills
  • -Self Discipline
  • Customer relations
  • Leadership development
  • Operations oversight
  • Employee scheduling
  • Goal setting and performance metrics

Certification

  • - ServSafe Food Protection Manager
  • - KFC Certified Restaurant Leader (CRL)
  • - Leadership Foundations (YUM! Brands Training)

Awards

- Clean Across KFC (1992), - Store of the Year – Joseph E. Lowery (2010), - Top District for Guest Experience (2005)

CORE COMPETENCIES

  • - Multi-Unit Operations Management
  • - P&L and Budget Ownership
  • - Labor and Food Cost Control
  • - Talent Development and Retention
  • - KPI and Sales Growth Strategy
  • - Staff Training and Leadership
  • - Guest Experience Excellence
  • - Compliance and Safety Standards
  • - Franchisee and Corporate Collaboration

Timeline

Customer Service Officer

Phone Banking &Oppurtunity
08.2023 - 10.2023

Customer Service Representative

Hardknock
03.2022 - 05.2023

District Manager

Kentucky Fried Chicken
03.2014 - 05.2025

Training Restaurant General Manager

Kentucky Fried Chicken
04.2009 - 06.2014

High School Diploma -

Fulton High

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