Provided consistent, high level educational and operational analysis, as well as advised and supported the franchise owners and their staff. As a Franchise Business Consultant supported high quality child care programs and effectively managed Kiddie Academy locations, provided sound marketing and business planning advice, helped to establish appropriate educational programming at academies, and aided in the establishment of on-going training programs for academy franchisees and their staff. Highlights• Average Franchise Business Consultant Survey rating of 4.5/5.0

Supervised all personnel and cleaning activities within assigned buildings. Ensured proper personnel coverage for daily cleanliness. Developed and maintained customer relations. Addressed and ensured customer requests were met and fulfilled. Ensured all personnel complied with safety norms and regulations as well as ServiceMaster employment policy. Conducted inspections of staff work and completed required reports for management. Trained and supervised new staff in the use of equipment and chemicals as well as the ServiceMaster method. Trained and monitored staff to ensure that behavior on site upholds the highest ethical and professional standards. In collaboration with General Manager and Human Resources Manager, schedulee personnel to carry out work assignments. Delegated work and assign goals to staff responsible for cleaning. Evaluated employee performance, provided leadership and addressed personnel issues as they arose, working in collaboration with Human Resources to monitor employee activity and timekeeping. Maintained orderly and professional on-site inventory of chemicals, equipment and paper supplies while placing orders for needed supplies through coordination with the main office. Ensured that company policy and procedures are followed by the housekeeping staff. Coached, corrected and warn discipline personnel as needed. Documented all correctives and communicated all such activities to Human Resources. Provided General Management with all electronic reporting on time and complete. Highlights• Successfully oversaw the operations of Cecil and Harford Counties.• Ensured the needs of over 30 customer buildings were fully met.• Successfully organized, developed and led teams to achieve desired outcomes.• Organized and implemented detail cleaning tasks at several buildings.• Successfully organized and led teams at a customer’s buildings in which they had an outside inspection that earned a superior rating two years in row for 2016 and 2017.

Provided confidential consulting services through phone conversations, face-to-face meetings & surveys, we provide information solutions to business decision makers and leading investors in areas including but not limited to: company & franchise store operations, management problems, rapid expansion, business relocation, change management, training/staff education, staff development & recruitment, concepts & best practices, profit maximization, operating policies & procedures, performance measurement, customer service & retention, interpersonal management, and staff mentoring in the retail industry.

Provided a new innovative approach by offering quality, value, and convenience with a shop at home concept in window treatment industry. Lead operations and strategic direction with full responsibility for bottom-line factors, including long range planning and developing process for entire operation. Directed all operations for scheduling sales, installation, and service. Created and implemented processes for administration and office procedures. ● Recruited, hired, trained, developed, organized and led associates. ● Organized and responded to potential customer requests. Presented products & services to potential customers. Wrote detailed estimates and proposals including information on products, service, price and terms. Managed the proposal, sales cycle and contract process. ● Developed and implemented customer service and retention initiatives. ● Developed and implemented marketing & sales strategies to the residential, commercial, and government markets. ● Implemented pricing strategies and tactics.● Ensured product vendors were delivering quality goods in a timely manner and in turn they were installed in a timely and professional manner. ● Project management through use of Excel spreadsheets and QuickBooks. ● Ensured that all Accounts Payable and Accounts Receivables were current. Highlights:● Built franchise business to approximately a 20% share of a 30,000 home market, capturing the #1 position as the top provider in its category and the overall #4 position in the region.● Netted 28% return on investment (ROI) on the sale of my franchise in a down market when other franchisees were simply dissolving.● Developed and implemented a customer referral rewards program that generated 80% of new business was referrals or repeat customers.● At start of business there were 12 like competitors and at the time of sale, 9 years later there were only 2 remaining.

Managed an assigned territory consisting of 25 to 50 self-service franchise operated facilities in a 24/7 environment. Insured contract compliance with Branded Service Station Lease and Franchise Agreement. Serve as a liaison between Crown corporate personnel (inside and outside the organization), franchisee account representatives, government officials, vendors and the general public. Implemented pricing strategies and tactics. Ensured motor fuel volumes and margins objectives were achieved. Consulted franchisee to jointly implement and support current marketing programs. Ensured franchisee profitability by writing detailed proposals and counseling accounts on business practices and strategies including advertising, customer service, image standards, merchandising, and cost of goods, inventory management, shrink control and pricing strategy. Consulted and coached franchisees on what if scenarios by providing and reviewing projected estimates on different business strategies. Highlights:● Exceeded territory's sales goals for each year from 1999 to 2003. ● Received special recognition for 2003 Summer Clean-up Extravaganza contest results as 4 sites from my territory finished in the top 12 overall for the entire state consisting of 5 territories and 100 sites. ● Received special recognition for having the overall #1 Crown facility for 2 years running, 2002 and 2003 as determined by the Washington Maryland Dealer Association.● Exceeded district's 2000 budgeted net profit by 25% and EBITDA after corporate overhead by $1 MM.● Recruited and selected an independent operator with no prior experience. Under my leadership, I trained and developed the operator to successfully grow his business to three separate sites. ● Successfully coordinated store resets for a number of accounts with various wholesale suppliers that resulted in an average increase of 20% in store sales.

Managed the daily operation of an assigned cluster of 2 to 3 company operated facilities in a full service market. Total profit & loss accountability. Responsible for recruiting, selecting, training, developing, organizing, supervising and leading approximately 75 to 100 Customer Service Representatives. Completed competitor surveys for cluster. Evaluated and reported survey results including recommendations to Market Manager. Ensured that pricing strategies and tactics were implemented. Ensured that customer's needs and expectations were fully met. Ensured that all marketing and merchandising promotions were implemented. Manage inventory levels of store merchandise and fuel. Insured that inventory shrink was within budget. Ensured that image standards were exceeded. Highlights:● Exceeded sales goals for each year from 1996 to 1998.● Exceeded cluster sales goal for motor fuel volume by over 200,000 gallons. ● Exceeded cluster store merchandise sales goal by over $20,000.00. ● Received recognition for controlling and maintaining inventory shrink at less than 0.50% for the 2nd Quarter 1998; consisting of 3 inventory audits and a budget goal of 1.5%. ● Received Process Audit Certification for site #4526 in May 1998. ● Received recognition for unannounced drive-by inspection in October 1997.Organizational Impact l Contributions:● Selected to be trained and groomed to assist in managing the NJ South Market with intent to take on the responsibility of acting Market Manager, consisting of 12 company operated facilities in a 24/7 environment within a full service market. ● Promoted to Field Manager Mentor from Field Manager in June 1997. ● Developed three Lead Customer Service Representative's which were promoted to Field Manager.