Daniel Martinez: in Eagle Mountain, UT

Responsible for overseeing all customer service center operations. Manages all phases of the customer service center environment and team to achieve and exceed financial targets and customer satisfaction scores. Delivers tight operational and financial controls in a cost- effective manner. Hires, coaches, and evaluates customer service center personnel based on performance standards. Develops personal performance plans with Customer Service Center Employees and provides continuous performance feedback and quarterly performance plan reviews. Develops processes and procedures to drive department efficiencies, assist in development, and meeting of, departmental budget.Manages team which may include exempt and non-exempt employees. Provides subject matter guidance to employees as required.

Change individuals’ behavior that improves business results by consulting in training, operational standards and facilitating Regional training. ? Key customers include Staff, Owner/Operators (Franchisee), Restaurant Management, and learners. Coached people on how to measure and improve training results and how to appropriately diagnose problems and create action plans that solve them. ? Created a partnership between Owner/Operators (Franchisee), Operations Managers, Consultants, Restaurant Managers, and learners that stimulates transfer or training, return on investment (ROI), and improves restaurant results.

Operator Relationships- Build strong working relationship with Owner/Operators (Franchisee) based on trust and mutual accountability. ? Demonstrated ownership and accountability by consistently observing restaurant operations providing feedback and taking action in critical situations. Providing feedback to Store Managers and action plans. Working through them to increase sales revenue for the region and Owner/Operator.? Business Results (Quality/Sales/People/Profit) - Conducted ROIP (Restaurant Operations Improvement Process) assessments within assigned Owner/Operator (Franchisee) restaurants and managed/consult with Franchisee, Operations Managers/ Area Supervisors/ Restaurant Managers in developing agreed upon action plans to address priority systems opportunities. ? Identify priority Franchisee and restaurant based on QSC (Quality, Service, and Cleanliness), sales, people, profit potential. Recommends and coordinates the assistance of regional support staff and peers to optimize business results, when appropriate (e.g., construction, controller, real estate, training, HR, marketing, technology, and other Subject Matter Experts).

Presidents Club recipient- Responsible for leading team to best sales numbers in the company? Effectively develop and manage the sales, administrative, and statistical processes for the assigned Sales team of 16 associates in the Direct Sales department? Lead the opening of the Spanish Department for sales? Focus on growing net revenue while providing superior customer satisfaction? Evaluate and motivate employee performance as well as track employee achievements? Perform daily call monitoring of Sales Representatives in order to ensure quality customer relations and product knowledge? Handle irate client calls escalated to upper management? Monitor call coverage and shift changes daily, making appropriate recommendations and change