Kimberly Hay, Mba Email & Phone Number

Charlotte, North Carolina, Us

Accountable for relationship management and customer experience execution for 350+ US and Canadian clients in the restaurant, hospitality, grocery, and retail industries ($65M portfolio;) business owner and CapEx responsibility for all customer-facing and service execution technology platforms

Charlotte, North Carolina, Us

Responsible for overall strategy, while ensuring world-class client experiences and strengthening Steritech’s thought-leadership position within the QSR segment.

Atlanta, Georgia, Us

Responsible for the strategic planning and operational direction of the company, while also overseeing technology and learning functions. Most importantly, my team and I served as the key relationship managers for all 600 of Edible's franchisees.

Atlanta, Ga, Us

Drove strategic conversations and aligned technology initiatives across the enterprise, by serving domestic and international franchisees and brand leaders throughout the Focus Brands family of companies: Auntie Anne's, Carvel, Cinnabon, McAlister's Deli, Moe's Southwest Grill, and Schlotzsky's.In my short time at Focus I built a project management methodology, Technology Steering Committee, and PMO team from scratch, while leading design, development, and implementation of all guest-facing and in-store team-member-facing technologies for all brands. The types of technology projects we implemented included online ordering, online catering, loyalty apps, entirely new POS applications, as well as auditing, communications, digital signage and many other technologies to advance the business.

Miami, Florida, Us

Led team which drove successful implementation and utilization of key restaurant operating systems on a global basis, by serving as a business liaison for restaurant system integration and development. • Led cross-functional Managed Firewall project which significantly improved enterprise PCI Compliance and restaurant security across domestic system• Achieved 90% franchisee acceptance three times faster than other brand standard implementation projects, through collaborative change management and communications program• Delivered exceptional quality, with fewer than 5% of locations experiencing post-installation follow-up issues• Selected by leadership team to serve as Brand Lead of Popeyes International Franchise Association (PIFA) Profit and Technology Committee; feedback from franchisee committee members indicated facilitation and quality of meeting discussions significantly improved during tenure• Created/Wrote most presentations and communications to franchisees for technology department, providing advice related to PCI Compliance, EMV/Chip & Pin decisioning, Back-of-House system implementations, Point-of-Sale implementations, and other timely communications* Selected to serve on Executive Board of Popeyes Women's Leadership Forum (PWLF,) an affinity group delivering development training opportunities to employees, franchisees, team members, and vendors

Miami, Florida, Us

Provided leadership and vision to ensure proper operational controls, procedures, resources and systems were in place to effectively grow the organization and ensure operating efficiency, financial strength, and viability* Co-designed restaurant prototype, delivering 30.4% higher restaurant sales volume in first 13 weeks after new store opening, versus prior year* Evaluated, selected, tested, and piloted new oven forecasted to save up to 15 hours in labor savings per store, per day while improving food quality/consistency, and dramatically simplifying cooking processes* During first five months, collaborated with cross-functional partners to deliver five process improvements to optimize the limited-time-offer (LTO) and market test processes, improving the ability to collaborate and gain alignment across departments while delivering better marketing analytics

Learn 2 Optimize (L2O) is a management consulting company specializing in organizational and operational excellence; L2O works with executive leaders and teams to optimize resources, relationships, and results by examining the current business processes, systems, team dynamics, and strategic objectives and aligning resources in a collective way to deliver excellence. Clients served include: • The Bill & Melinda Gates Foundation (2010-2012)• BB&T (2012-2013)• Chick-fil-A, Inc. (2009-2012)• The Home Depot, Inc. (2010-2013)• Metro Atlanta Chamber of Commerce (2010)• Windham Brannon (2010-2013)

Life-Long Leadership is a management consulting leadership development company providing coaching, consulting, and facilitation services to corporate teams and individuals• Led strategic planning and sales strategy development; Set operational direction, business plan, and organizational design; Managed all financial and accounting functions, business operations, vendor management, legal, and tax functions; Assisted in new business development, client relationship management, marketing and sales functions• Served as a direct management consultant to Life-Long Leadership clients by providing strategic consulting services, team development and executive coaching, training, and facilitation services • Total company equity increased 66% during the 2010-2012 period, driven by a 14% decrease in liabilities and a 56% increase in assets over the same period• Reduced expenses year-over-year by 29% in the first year, resulting in a 27% decrease in the expense-to-earnings ratio despite an environment where income decreased by 3%; Reduced expenses year-over-year in all four years as COO

Atlanta, Georgia, Us

Remotely led geographically diverse team of 29 professionals; Owned National Operations, Loss Prevention, Indirect Supplier Sourcing, Internet/Catalog Fulfillment & Call Center Operations, Process Improvement, and Voice of the Customer Program* Reduced contract rates with indirect suppliers by $2.5 million in 2008, despite reducing overall spend in these categories year-over-year* Grew year-over-year call center sales by 14% while reducing expenses by 8%, in an environment when total company sales were flat and departmental headcount was down 60%* Improved loss prevention activity which resulted in a 66% year-over-year reduction in thefts and a 95% year-over-year reduction in dollar losses in the first six months

Atlanta, Georgia, Us

Directed Customer Experience, Project Fusion, and Supplier Consolidation initiatives, three of the top four key corporate projects in 2007, created to drive out cost and deliver a better customer experience across the enterprise.* Consolidated 17 product categories representing $31.4 million in spend, delivering an 89% reduction in suppliers and $1.68 million in expense savings in four months* Change Management, Communication, and Recognition responsibility for Project Fusion, the largest and most successful POS & Host support system migration undertaken by the company in its history (42 branches; 400+ field associates; 100+ team members; 15K customers; $41 million inventory; project duration of 17 weeks)* Developed Customer Service Pillars of Excellence, including logo, rollout strategy, and enterprise messaging

Atlanta, Georgia, Us

Owned Front End Operations strategy, processes, procedures, tools, training content, and technology for over 2000 Home Depot retail locations in the United States and Canada; Owned $73 million store reinvestment capital budget.* Managed $1.3 billion point-of-sale transactions and the work of over 80K retail store associates representing 25% of store labor hours and 29% of customer-facing labor hours* Improved scores on Wait-to-Checkout Voice of the Customer (VOC) retail customer survey by 4% for the enterprise, the largest growth of any enterprise VOC metric over the same period* Delivered $185.1 million in combined project benefits, an additional $12.7 million in project expense reductions, and 22 hours/store/week in task-out retail labor savings in 2005, all with a team where 83% of the associates were new in-position and departmental expense was 36.6% under budget* Designed, developed, and implemented first self-checkout machines in non-grocery environment.

Atlanta, Georgia, Us

Owned Front End Operations for over 1,700 Home Depot retail locations in the United States and Canada.* Designed and implemented enterprise-wide point-of-sale (POS) replacement project, including proprietary POS register, in-store cash management, and cashier eLearning applications to over 41K registers in 1,700 stores* Aligned the enterprise behind project priorities and delivery planning by creating Front End Systems Steering Committee process which became the standard for all other store solution systems’ teams

Atlanta, Georgia, Us

(1999-2002) Supervised staff of 26 salaried and 120+ hourly associates in the areas of freight accounting, returns-to-vendor, repairs/assemblies, document processing, imaging operations, import accounting, US/Canadian customs compliance, and distribution center inventory management.* Selected by CFO to execute CEO-sponsored special project, an analysis of Home Depot’s largest expense category, Cost of Goods Sold (COGS), which was $37B in 2001* Implemented process improvements and technology tools that improved efficiency, ending the year at 18.8% ($1.5 million) under tight budget which was 21% ($1.6 million) under previous year’s actual expenses* Exceeded annual departmental performance metrics while maintaining staffing 32% under budget by establishing clear accountability metrics, setting team and individual goals, and developing performance management tracking* Achieved process improvement hard dollar savings in excess of $3.1 million by leading team to examine every activity and eliminate, streamline, or automate all available processes* Reduced aged, uncosted inventory by 473% and aged accruals by 678% in five months through setting goals and building accountability metrics* Designed currency conversion logic for Canadian Accounting System, allowing for multi-currency payment• Delivered best-in-class response mechanisms to store inquiries as a core member of “The Orange Way” team.• Co-Created two rotational associate development programs (SDP - Supervisor Development Program & ADP - Associate Development Program) which delivered a succession planning mechanism to Financial Operations.Prior Home Depot experience also includes: Information Technology Service Management (ITSM), Customs Compliance, International Freight & Distribution, Canadian Operations, Systems Quality Assurance, and Electronic Data Interchange (EDI) system design and support.

Mba, Human Resources/Employee Relations

Bba, Management Information Systems (Mis)