CiSA Lubes USA, Inc. is a multi-unit Jiffy Lube and Mighty Auto Parts franchisee where I led diverse business operations to promote company culture and vision. I oversaw all departments and functions within the company. I translated our mission into a strategic plan, then developed actionable tasks that resulted in the realization of the mission. Fostered and evangelized a customer-centric culture resulting in internal customer service scores consistently above the Jiffy Lube system… Show more CiSA Lubes USA, Inc. is a multi-unit Jiffy Lube and Mighty Auto Parts franchisee where I led diverse business operations to promote company culture and vision. I oversaw all departments and functions within the company. I translated our mission into a strategic plan, then developed actionable tasks that resulted in the realization of the mission. Fostered and evangelized a customer-centric culture resulting in internal customer service scores consistently above the Jiffy Lube system average. Increased Google Star ratings from 3.6 to over 4.2 across all stores, despite the weight of many historical, sub-par reviews. Mapped the customer journey through our service centers. Tailored team-member to customer interactions at each point of communication. Ensured consistency and quality of the first step of the customer journey by spearheading a virtual call center, which was completely entrepreneurial within the Jiffy Lube system. Grew average ticket by 46% and increased total sales at our Jiffy Lube locations by over 55% in less than 7 years.Improved the Jiffy Lube brand presence in our markets by identifying trade areas that serve our target customer, then financed and developed multiple greenfield Jiffy Lube locations across our markets. Exited or remodeled/redeveloped older, often unprofitable locations. Improved quarterly franchisor-directed store quality audits from 60% average score to over 96% in 3 years, far exceeding the system average. Acquired an underperforming Mighty Auto Parts franchise and quickly secured a position in the top 10% of all Mighty franchises, the result of increasing sales of that business by over 220% in just 3 years.Conceptualized and developed a cloud-based data and communications platform to promote competition between store teams as well as to streamline intra-departmental processes. Achieved EBITDA profitability in each year of my tenure. The company had never previously been profitable. Show less

Interstate All-Battery of Central Texas was a multi-unit franchisee of Interstate All-Battery Centers, Inc. where I converted objectives into actionable plans for growth and drove operational process improvements and system developments. I worked directly with retail and B2B customers to help them identify power solutions to address their needs. I personally trained associates to deliver service that exceeded customer expectations. Developed and opened two new Interstate All-Battery… Show more Interstate All-Battery of Central Texas was a multi-unit franchisee of Interstate All-Battery Centers, Inc. where I converted objectives into actionable plans for growth and drove operational process improvements and system developments. I worked directly with retail and B2B customers to help them identify power solutions to address their needs. I personally trained associates to deliver service that exceeded customer expectations. Developed and opened two new Interstate All-Battery Centers with a third in-process before the company was sold to the franchisor. Exceeded top 10% of sales across all specialty battery stores, regardless of brand, and gained recognition as the Interstate All-Battery Center Franchisee of the Year in 2015.Set a benchmark for excellence by achieving sales-breakeven in record time within the Interstate All Battery system, 15 months ahead of the system average. Exceeded the previous Interstate All-Battery Center system record for new store sales by 38.7% in our first year.Wrote robust business plans that were essential in securing bank financing through the Small Business Administration necessary to fund new center development. Show less

As Regional Chief Operating Officer of Meineke Car Care Centers I formulated and deployed new operating concepts to improve the speed of service and propel customer counts. Acquired 100% average profit growth across franchised centers and surpassed 5% same-store sales growth within the assigned region. Drove company results from an operational and financial perspective.

As Vice President of Company Owned Service Centers for the Meineke Car Care Center and Econo-Lube brands I spearheaded a co-branding initiative within company owned stores that was later successfully introduced to franchised locations. The co-brand concept was later imitated by other service providers operating in our space.