General Training Manager
Germantown, Wi
Began as Customer Service Representative and rapidly progressed through the ranks to General Manager; provided customer service leadership and direction for the team; trained, scheduled, and coached new and current staff to ensure adequate coverage for customer service needs; identified qualified applicants, performed interviews and made employment decisions including hiring, evaluating, scheduling, training, and disciplining as needed; hired outgoing, customer-focused individuals, building a customer-driven workforce; promoted an environment focused on customer service, satisfaction, and store cleanliness; maintained high staff retention by helping to develop leaders, empowering employees, and encouraging increased productivity; fostered a work environment where good performance was recognized and rewarded; handled escalated customer concerns and sought appropriate resolutions; ensured proper execution of company standards for food, inventory, vendor relations, and sales.Key Accomplishments: Developed and implemented training program for the district, educating and motivating CSRs on upselling techniques, including selling the Speed Rewards loyalty program. As Training Manager, identified potential management candidates and mentored them through the Management Training program; developed 22 General Mangers through the course of my tenure. Participated in the first Manager Advisory Board, collaborating with Corporate on expense saving initiates; saved the company $2 million annually at store level. Awarded Manager of the Quarter 3Q 2015 by Regional Manager; based on overall store performance, appearance, KPIs, and out of 120 GMs. On the Training team for acquisitions on the East Coast, trained the complete teams, from GM to each associate on Speedways systems.
