Victor Horn
Trussville,AL
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths. Customer-oriented General Manager with 5+ years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. 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
13
13
years of professional experience
Work History
Operations Manager
Pepsico/Frito Lay
2020.04 - Current
- Manage assigned financial aspects by monitoring and tracking expenses compared to budget; monitoring asset utilization; and preparing, reviewing, and/or analyzing business reports
- Conduct reviews ensuring company compliance and company quality and standards, policies, procedures and directives are regulated
- 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.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced operational risks while organizing data to forecast performance trends.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Directed comprehensive sales efforts to exceed revenue targets consistently while maintaining customer satisfaction levels.
- Developed and maintained relationships with customers and suppliers through account development.
- Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
Director of Operations
YMCA
2016.01 - 2020.04
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored budget and utilized operational resources.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Mentored and coached team members to foster productive and engaging work environment.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Managed budgets and resources, optimizing allocation for maximum impact on business objectives.
Manager
Starbucks
2011.04 - 2016.01
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Education
Bachelor of Arts -
University of Alabama, Tuscaloosa
Master of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH05.2024
Skills
- Microsoft Office/Persuasive written and oral skills
- Understanding of network processes
- Route Clearance Operations
- Leadership and team building
- Problem Resolution
- Operations Management
- Team Player
- Efficient multi-tasker
- Effective leader
- Time Management
Accomplishments
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Supervision - Supervised sales team to monitor sales activity and goal achievement.
- Business Development: - Spearheaded acquisition of two competitor companies. Established and managed partner relationships on a daily basis. Developed new marketing strategy which increased customer base by 23%.
- Marketing - Implemented marketing strategies which resulted in growth of customer base.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheet
- Supervised team of 100+ staff members.
- Achieved positive results by completing tasks with accuracy and efficiency.
- Documented and resolved issues which led to positive results.
Additional Information
Manage and control the assets of Hibbett I City Gear by managing their designated store., Directs and oversees entire sales efforts in the store., Constantly and consistently acquainted with all aspects of the store including sales statistics, inventory and expenses that together produce profit., Consults and collaborates with District Sales Manager as needed in establishing and enforcing policies, goals, and procedures., Directs staff to ensure all responsibilities and standards in each department are completed., Mentor and cultivate a team of outstanding Sales Associates, Assistant Managers, and Managers in Training., Carry out personnel recruiting, hiring, training, discipline, and evaluation., Maintain proper security for the store., Communicates with District Sales Manager and keep them informed as to inventory movement., Provides information and consistently and vigorously follows through on all marketing and advertising plans and stays aware of customer trends., Keeps abreast of competition and new ideas and keeps informed on community related events, to take advantage of potential opportunities., Produce and give extraordinary customer service highlighted in the customer service manual, including helping customers as they enter the store, and helping multiple customers during peak periods., Protect the company’s assets and financial information by ensuring the accuracy and effectiveness of internal control procedures and informing management and/or appropriate officials of potential fraud risk.
Supervisory responsibilities
Manages subordinate supervisors and non-management employees, including Sales Associates, Hub Drivers, Assistant Managers, and Managers in Training. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Career statement
Leader, Team Player, Experience in Customer Service, Serve Others
Awards
Most Outstanding Service Award 2020
Timeline
Operations Manager
Pepsico/Frito Lay
2020.04 - Current
Director of Operations
YMCA
2016.01 - 2020.04
Manager
Starbucks
2011.04 - 2016.01
Bachelor of Arts -
University of Alabama, Tuscaloosa
Master of Science - Business Administration And Management
Southern New Hampshire University
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