Tye Franz
Santa Fe,NM
Summary
Proactive and goal-oriented professional skilled in maximizing bureau reach effectiveness. Instrumental in delivering exceptional results by applying hands-on leadership style, Motor Vehicle Division knowledge and decision-making abilities. Experienced in overseeing programs, projects and teams with critical eye for detail and solid understanding of big-picture requirements.
Overview
15
15
years of professional experience
Work History
MVD Call Center Bureau Chief/Staff Manager
New Mexico Taxation and Revenue Department Motor Vehicle Division
08.2022 - Current
- Worked with Supervisors and Senior Agents to develop, test and implement a 6-week structured training program for all Motor Vehicle Division Call Center Agents; improving customer service, MVD Agent knowledge and increasing one call resolutions for the motoring public.
- Decreased abandonment rate from 34.52% end of FY 22 to 21.60 FY 24 YTD.
- Decreased wait times from 8:34 end of FY 22 to 4:30 YTD FY 24.
- Increased agent morale by holding team building activities, holiday contests, and weekly pop-quizzes on MVD processes.
- Worked with supervisors to develop their supervisory soft skills; setting meaningful goals for supervisors and encouraging them to do the same for their direct reports.
- Worked with executive staff to implement new processes for field operations to streamline communications with the call center and field operations staff.
- Worked with Central Operations Bureau Chiefs and managers to streamline communications to improve services to the motoring public of the State of New Mexico.
- Fostered a culture of excellence within the bureau through ongoing training programs and performance evaluations.
Loan Manager‐Staff Manager‐Clean Water State Revolving Fund (CWSRF) and Rural Infrastructure Revolving Loan Program (RIP)
New Mexico Environment Department Construction Programs Bureau
02.2021 - 08.2022
- Streamlined application and loan processing time by eliminating erroneous documentation and language while still abiding by federal and state statute and rule
- Increased community interest in funding opportunities through solicitations, community outreach, and presentations at City Council meetings and Economic Development Division Conferences
- Oversee the fiscal and administrative management of the RIP and the CWSRF programs
- Review weekly revenue streams generated by the Unit and generate monthly GL reconciliations to the Subaccount level
- Financial Analysis of current and prospective borrowers through reviewing audits published by the Office of the State Auditor, or, for smaller communities, financials including Balance Sheets and Profit and Loss Statements
- Recording and overseeing all repayments of outstanding loan balances and reimbursement requests to communities for construction projects
- Promote exemplary customer service for all borrowers/grantees in the State of New Mexico
- Manage the $178MM Federal Clean Water State Revolving Fund for the State of New Mexico
- 75.5MM in current outstanding Loan Balances
- 91MM in current fund balance to disburse for new loans
- Application for the Federal CWSRF Grant from the Environmental Protection Agency (EPA) Prepare and submit Annual Reports for the CWSRF
- Prepare and maintain the Intended Use Plan, National Information Management System reporting, Disadvantaged Enterprise and Federal Funding Accountability and Transparency Act reporting
- Assist with all aspects of the annual CWSRF financial audit conducted by independent public accountants
- Assist with the CWSRF Performance Evaluation Review conducted by EPA
- Manage the $4MM Rural Infrastructure Revolving Loan Program
- 655,283 in current outstanding loan balances
- 2.9MM in fund balance availability for new loans
- Prepare and submit Annual Reports for the RIP
- Assist with all aspects of the annual CWSRF financial audit conducted by independent public accountants
- Developing Standard Operating Procedures for two new programs rolling out effective July 1, 2021: (a)Emerging Contaminants for Clean Water State Revolving Fund Programs ($462K appropriated by the Bipartisan Infrastructure Bill (2021)) (b) Sewer Overflow and Stormwater Reuse Municipal Grant Program ($337,571)
- Enhanced customer satisfaction with timely and accurate loan assessments, providing clear communication throughout the process.
Regional Manager
McAlister's Deli, Sun Holdings, New Mexico and Idaho
08.2020 - 02.2021
- Increased gross sales by 14% with Covid and dining rooms being closed through speed of service, customer service, accuracy, and food quality
- Increased Guest Satisfaction Scores by 110% over the past 5 months through coaching and development of guest service metrics to managers and team members
- Accountability of a 6‐unit market with sales exceeding $16.2M Full P&L Responsibility including budget development, reconciliation, accounts payables and receivables for each location
- Developmental responsibility of 6 General Managers and 4 salaried Assistant Managers
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Implemented cost-cutting measures across the region that led to significant savings without compromising service quality or employee satisfaction.
Retail Pharmacy Store Manager
CVS Health, Espanola, NM
12.2018 - 07.2020
- Increased Patient Care scores (customer service scores) by 42% focusing on patient therapy adherence and front end/pharmacy customer satisfaction scores through daily employee huddles and development of employee's skills in customer service
- Achieved 109% of budgeted manager‐controlled profit FY 2020
- FY 2019 end financial results at 6.6% of budgeted manager‐controlled profit
- Accountability of a single store with developmental responsibility of front end and pharmacy team members totaling 19 colleagues.
Senior District Manager
Blake's Lotaburger, Northern New Mexico
07.2017 - 11.2018
- Market experienced Same Store Sales Comps at 4.6% and increase in EBITDA of 16.8% FY 2018, with four straight quarters of increased gross sales and guest satisfaction scores throughout the market
- Developed Standard Operating Procedures for onboarding new leaders and front-line employees
- Including training materials for new products and services
- Accountability of a 11‐store market with gross sales at $18.5M
- Full P&L responsibility including budget development input for each location
- Role encompasses, but is not limited to food safety, food cost controls, labor matrix creation and implementation, guest service and satisfaction, overseeing all company directives and insuring compliance and team buy in
- Talent acquisition, mentoring and coaching of a dedicated pipeline of leaders in a single and multi‐unit role
- Mentored 9 salaried general managers and two senior general managers that oversee two locations each.
Multi‐Unit Operator
Schlotzsky's, Multiple Markets
04.2012 - 07.2017
- Began my career with Schlotzsky's as a single unit operator, Santa Fe, NM
- Following exceptional results in a single unit and mentoring two additional locations in New Mexico, promoted to Alabama to further develop my multiunit leadership competencies
- Assisted the Corporate Training Department in the development of training materials for new products and Standard Operating Procedures for food preparation, Customer Service, food safety, and labor controls
- Developed a scheduling matrix that assisted corporate stores (42 stores) in reducing labor costs, as a company, by 1.2% or $16,632 per week
- Alabama Market (2 Units ‐ $2.2M) July 2014‐May 2015 College Station (2 Units – $3.3M) May 2015‐September 2016 Atlanta (3 Units ‐ $3.4M) September 2016‐ July 2017 Full P&L responsibility with positive financial results year over year including EBIDTA increases in all markets
- (35% in Alabama) (8% in College Station) (14% in Atlanta) Training, development and overall responsibility of the success of salaried General Managers, management teams, and associates
- Assisted in the training, opening, and operation of the flagship Schlotzsky's Austin Eatery in Atlanta.
General Manager
IHOP, ACG Texas, Amarillo, TX
10.2009 - 04.2012
- Increased top lines sales by 11% in first year and year over year sales by 14% by coaching my team to success in customer service and speed of service
- Increased EBITDA by 21% in first year and EBITDA in second year by 28% through tight labor and food cost controls
- Decreased turnover in restaurant by 67% in first six months and maintained a turnover of 13% throughout tenure through recognition of team members, promotion, and service to the team
- Overall operation of a $2.5M unit, including, but not limited to, food safety, guest service, facility maintenance, marketing, ordering, scheduling, and team development
- Recruiting and developmental responsibility of a team of 67 team members; two salaried managers, and four leads.
General Manager
Motel 6, Accor Hospitality, Amarillo, TX
10.2008 - 08.2009
- Increased occupancy rates by 62% over a 9‐month period, resulting in 147% flow through for the location at the exit of property
- Overall operation of a 164‐unit property, including, but not limited to, marketing, sales, team development, maintenance, cleanliness, and scheduling
- 18 hourly team members with one salaried assistant property manager
- Full P&L responsibility including revenue and expenditures.
Education
High School Diploma -
Clayton High School
Clayton, NM05.1997
Skills
- Service Centric
- Culture Development
- Results Driven
- Situational Leadership
- Champion of Change
- Person of Influence
References
- Monti Lopez, Deputy Director of Field Operations, New Mexico Motor Vehicle Division, Monti.Lopez@tax.nm.gov, (505)
- Chuck Lyle, Former Director of Operations, Schlotzsky's, Chucks_mail2005@yahoo.com, (512) 373-0135
- George Schaefer, CFE, Former VP of Franchise and Company Operations, Schlotzsky's, gas99@att.net, (512) 228-4349
- Celeste Mitchell, Director of HRIS, PepBoys, cellyg@gmail.com, (404) 550-2923
- Alejandra Rodriquez, Finance Director, New Mexico MVD, alejandra.rodriguez@state.nm.us, (505) 470-1244
Timeline
MVD Call Center Bureau Chief/Staff Manager
New Mexico Taxation and Revenue Department Motor Vehicle Division
08.2022 - Current
Loan Manager‐Staff Manager‐Clean Water State Revolving Fund (CWSRF) and Rural Infrastructure Revolving Loan Program (RIP)
New Mexico Environment Department Construction Programs Bureau
02.2021 - 08.2022
Regional Manager
McAlister's Deli, Sun Holdings, New Mexico and Idaho
08.2020 - 02.2021
Retail Pharmacy Store Manager
CVS Health, Espanola, NM
12.2018 - 07.2020
Senior District Manager
Blake's Lotaburger, Northern New Mexico
07.2017 - 11.2018
Multi‐Unit Operator
Schlotzsky's, Multiple Markets
04.2012 - 07.2017
General Manager
IHOP, ACG Texas, Amarillo, TX
10.2009 - 04.2012
General Manager
Motel 6, Accor Hospitality, Amarillo, TX
10.2008 - 08.2009
High School Diploma -
Clayton High School
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