William J.

Waller
Easton, PA 18045 (484) 560-6885 jodywaller@verizon.net

Im an enterprising leader with experience as a General Manager and Regional management positions. I have demonstrated that creating customer loyalty is the key to growing/retaining a customer base and sustained organic growth. This strategy, combined with getting the right people in the right positions (spending time working with people whose natural strengths fit the job and drive success) is the key to great teams. As a leader, I will select and lead people based upon their talent, describe the desired outcome, hold them accountable, and focus on peoples strengths to motivate them to drive organizational success--- all while creating engaged team members. I am a successful leader who has managed up to 10-12 direct reports and 400+ indirect reports in multiple locations, responsible for up to $24 million in annual revenue.
QUALIFYING EXPERTISE

Plans and manages multi-million dollar budgets Strong analytical skills Communicates via vigorous meeting rhythm Rewards excellent performance Focused, goal driven competitor Drives execution and accountability Futuristic, improvement oriented Builds teams of engaged associates

PROFESSIONAL EXPERIENCE Service Director 2009 2013 MacIntosh Services, Bethlehem, PA Led Service Department comprised of 26 routes and support jumpers, three service supervisors, and administrative support that serviced accounts in PA/NJ/NY/DE Weekly revenue increased 24.32% from fiscal 2010 to 2012over $12 million annual revenue last fiscal year Set company record for service agreement renewals in 2011 Reduced year over year department overtime by 30% in 2012 by hiring part-time employees at reduced rate Instituted semi-annual review system for direct and indirect reports; rankings of individuals on A player/ B player/ C player basis; objectives given to individuals to improve to B, and ultimately A player levels Implemented strength-based interview process for new hires to improve hiring quality and retention Regional Manager (PA, NJ, NY) 2006 2009 ImageFIRST Healthcare Laundry Services, Lancaster, PA Top Sales Growth award winner for 2006, 2007, and 2008 Successfully opened new production facility in 2009, exceeding overall production financial goals against budget Held responsibility for multi-location production and service companies that produced $13-14 million in annual revenues Established a local customer loyalty building campaign which improved loyalty rating over a year by 100% from initial survey ratings Restructured inconsistently performing service team by upgrading personnel using strength based assessments Created budgets, forecasted results monthly, and developed weekly dashboard of key metrics for my region

William J. Waller
Easton, PA 18045 (484) 560-6885 jodywaller@verizon.net

PROFESSIONAL EXPERIENCE (cont.) Service Manager, General Manager 2000 2006 G&K Services Uniform Rental, Buford, GA and Memphis, TN Achieved 33% improvement of annual operating income by 2005 Received Spirit of Excellence award in 2003 for exceptional growth on uniform routes Administered performance evaluations for department heads and supervised staff meetings Reversed negative revenue trend from prior years to positive 9% by implementing customer retention process; 13% growth by 2006 Hired and managed sales leadership team that was producing 125% of quota by 2005 General Manager 1996 2000 Olde Mill Steakhouse, Fayetteville, GA (Malone Group) Managed successful opening of new concept from startup, including facility renovation, and menu development Created training manuals for all positions; hired and trained staff of 50+ Successfully marketed facility (an old corn mill from 1890s) as premier banquet facility specializing in wedding receptions/rehearsal destination spot

Owner 1994 1999 PK Residential Services, Suwanee, GA Launched and managed business of window cleaning and hardwood floor/door refinishing General Manager, District Manager 1981 1994 Cracker Barrel Restaurants, Southeastern US Achieved district bonus plans 8 out of 9 years in tough market conditions by increasing management team staffing levels and stabilizing workforce in all district locations Held responsibility for districts of 6-9 locations with management teams of 3-6 people and 60+ associates each, totaling annual revenues of $18-24 million Promoted six associate managers to General Manager level, two General Managers to District Level, and one General Manager to Regional Manager Established meeting rhythm for management to address and resolve local challenges; daily huddle calls, weekly staff meetings, and quarterly strategic sessions General Manager / Asst. Manager/ Management Trainee (1981-1984), responsible for overall operations of a $3-4 million restaurant and retail store, hiring, training, and developing staff ACADEMIC BACKGROUND University of Tennessee BA in Zoology- Graduated with Honors Knoxville, TN

Avid reader of leadership books to continue personal development Favorites Include: Good to Great; First, Break All the Rules; Go Put Your Strengths to Work References available upon request