Mark Freeman Mba Email & Phone Number

United States

Responsible for the execution of the McDonald's Operations Operating Model (OOM), providing consultation and support to McDonald's Licensees in running great restaurants.• Assist in the development of goal setting and long-term vision for assigned Subject Matter Expertise (SME) System• Develop tools and resources to support improved execution and increase skill capabilities• Create communications and vehicles to address execution gaps and support culture change• Evaluate metrics to determine performance gaps, recommend process modifications, or develop solutions to drive improvement in execution• Point of contact and liaison for all system-related matters addressing questions across the organization, including support of assigned field offices

Oklahoma City, Oklahoma

SPOA Business Unit Liaison and consulting partner for assigned owner-operatorsOwner of key KPIs for the area and SPOA Business Unit, elevating owner/operator business results to improve Sales, Guest Counts, and cash flow.Partner with key stakeholders within DFO and support leadership priorities• Primary point of contact and business coach to assigned franchisees• Accountable for helping owner-operators improve customer satisfaction, Sales, Guest Counts, and cash flow• Identifies root cause issues at the organization and restaurant levels through data analysis, in-person observation, and stakeholder conversations to guide decision-making and time allocation to owner-operators• Led the SPOA Business Unit successfully from a bottom-performing to a top-10-performing business unit through effective collaboration, utilization of stakeholder resources, and effective strategies, tactics, and initiatives

Oklahoma

Conduct objective restaurant standards evaluations such as ROIP visits, Food Safety visits, and National Restaurant Building and Equipment Standards assessments.• Analyzed restaurant performance across customer experience and operations brand standards, providing consulting recommendations to elevate restaurant performance• Protects the McDonald's brand by identifying issues that may pose risks to customer experience and brand perceptions• Builds deep expertise in restaurant operations and expert coaching and root cause analysis• Collaboration and consultation with franchisees, restaurant teams, and stakeholders• Uses system and initiative Subject Matter Expertise to drive Guest Counts, Sales, and cash flow

Oklahoma City, Oklahoma Area

Miami/Fort Lauderdale Area

Directed a team of 230 Coaches and 22 Directors of Franchise Performance in the U.S., This included driving restaurant performance by executing operation initiatives and improving overall guest satisfaction leading to higher traffic and sales.Other objectives and goals included:• Communicate and use day-to-day restaurant results as input to create the strategy and tools used for restaurant execution• In 2014, improved guest satisfaction in the U.S. by 9%, surpassing the annual target. The first director to accomplish this goal, along with achieving 96% achievement of all KPIs• Responsible for protecting the brand and upholding BKC standards through the development and management of the REV program through Steritech, 3rd party company whose specialists measure brand standards and food safety in BURGER KING RESTAURANTS in the U.S and Canada• Develop and communicate initiatives to improve franchisee operations and profitability• Responsible for supply chain management and product promotion readiness• Full budget responsibilities for the department• Managed special operations projects• Member of Crisis Team; Operations Lead• Sub-Committee operations leader for the franchise council• Quarterly operations performance meetings with CEO and Executive Team

Miami/Fort Lauderdale Area

Directed a team of 8 Operations Coaches supporting 300+ BURGER KING Restaurants across Florida• This included supporting 28 franchise owners with business planning designed to maximize return and investment objectives with the Brand, including:• Responsible for managing Franchise Agreements (new ownership/renewals)• Ensured 100% marketing participation in the territory thru effective communication and follow up• Achieved 95% new image of targeted remodels for market• Franchise Growth; successfully added five new locations• Maximized EBITDA for territory with 100% achievement thru sales growth, timely collection of royalty/ad fund, and collection of bad debt• Full corporate budget responsibilities for the team

Miami/Fort Lauderdale Area

Responsible for overseeing standards for the Clean & Safe Platform which included:• Lead cleanliness and food safety platforms for all restaurants in North America• Partner with vendors such as Ecolab, SYR, Flamingo, and others to provide cleanliness and food safety solutions• Oversaw Brand Standards & Food Safety Assessment Program (SPO)• Provide food safety training for North American field teams• Successfully developed, introduced, and implemented new travel path systems (shallow and deep dives) to the BURGER KING system• Conducted PSM (Problem-Solving Methodology) to analyze restaurant performance through data provided by audit results and guest feedback (GUEST TRAC program) to improve the guest experience• Operations support for the Central Division, which included 40 Coaches (Auditors/Trainers), 5 Directors Franchise Performance, and Divisional Vice President

State Of Oklahoma

The Operations Coach is the primary point of contact within assigned markets to support 40 - 50 franchise restaurants in achieving superior operations in accordance with brand standards, increasing sales and improving profitability. The primary responsibilities include:• Visiting assigned restaurants to perform in-restaurant evaluations, including the review of financial and profit indicators and provide comprehensive coaching that drives improved and sustainable business results• Accurately reviewing and measuring restaurant operations by using the brand established standardized process tools and action plans• Utilizing a comprehensive, hands-on coaching approach, educate restaurant management and staff on Operation Platform standards and effective use of operations systems• Engaging in immediate problem resolution and/or short-term action plans to correct critical issues in areas of operations, sales, and profitability

Oklahoma, Texas, Arkansas, Nebraska, Minessota, South Dakota

Leader responsible for 3 direct reports (OESs) and each of their assigned territories (approx. 450 restaurants). Part of leadership team in the department with responsibilities for development of specialists/leaders, writing protocols, provides direction for operational standards and guest satisfaction, and conduct Operation Excellence Reviews with restaurants. • Responsible for assisting in planning, building, and presentations for North America OER National Meetings• Responsible for productivity and budgets for each direct report• Evaluate key performance metrics and provide recommendations for improvement for each direct report, Franchise, and Franchise Business Leader in my area

Oklahoma, Arkansas, And Texas

Responsible for the development of Franchise and Corporate Operations in a 3 state territory. Measured overall operations while developing action plans to improve on areas of opportunity for 170 Franchise and Corporate units. Implemented training tools and plans for the progressive improvement of operations and guest satisfaction. Instrumental in the development of reference guides, food safety guidebook, training new specialists, and regular calibration to specialists from all over North America.• Key mentor and trainer for onboarding Specialists • OES of the Quarter for 2008 • OES of the Year for 2009

Oklahoma

Certified Franchise Trainer for Franchise. Investigated/loss prevention for all Burger King Locations.• Classroom Trainer (Serv Safe® and Basic Management Training) for all Franchisees in Oklahoma• Inspection of Burger King locations using Standardized Operations Measurement• Created and implemented safety/security, human resource policies

Oklahoma And Colorado

Recruited, trained, and supervised management staff of over 180, including General Managers/Assistant Managers and employees. Assumed full profit and loss responsibility for nine total locations. • Implemented new cost control techniques and production systems, reducing labor costs by 2% and improving sales by 8%• Loss Prevention Director for both Burger King (14 locations) and Conoco/Texaco Convenience Stores (13 sites) in Oklahoma and Colorado• Supervised and coordinated the construction and opening of 6 new Burger King Restaurants• Procurement Director for all 12 Convenience Stores (Conoco and Texaco) in Oklahoma and

Master Of Business Administration - Mba, Business Administration And Management, General, 4.0

Activities and Societies: Delta Mu Delta - Pi Gamma International Business Honor Society The National Society of Leadership and Success.

Bachelors, Business / Ethics