RANDY D. LOCKE
Baltimore
Summary
Assertive business and operations professional with over 20 years of experience in achieving exceptional multi-million dollar P&L outcomes across the retail, food, and customer service sectors. Expertise includes dynamic talent acquisition, development, and retention, along with a strong commitment to brand standard compliance and execution. Proficient in inventory management and performance data analysis, consistently identifying optimal strategies to enhance operational results. Proven track record of crafting remarkable guest and client experiences that foster loyalty, drive sales, and boost profitability.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Wawa, Inc.
05.2025 - Current
- Ensure profitability of $8.6 Million profit center
- Manage store inventory, shrink, and spoilage
- Facilitate screening, hiring, and training of new associates and managers
- Guarantee flawless compliance in areas of food and environmental safety
- Lead team of 40+ direct reports by way of servant leadership ideology
Area Training Manager
KBP Foods, Inc.
12.2021 - 05.2025
- Facilitated onboarding, training, and on-going coaching of all General Managers, Assistant Managers, and Shift Managers within assigned territory
- Achieved exceptional P&L profitability of $4 Million profit center
- Utilized analytics, business tools, and professional expertise to drive increased year over year transactions, sales and revenue
- Flawlessly executed food/inventory cost, food safety, labor, and brand standards
- Developed and facilitated training meetings for all leadership within assigned area
- Assessed store operations and performance to create attainable Performance Improvement Plans for under-achieving locations
District Manager
Captain Jay’s, LLC.
07.2017 - 10.2019
- Managed multiple locations exceeding $20 Million in P&L accountability
- Implemented strategic direction to drive sales and growth including continuous review and modification of overall company SOP
- Maintained Top 5 P&L ranking within region for two consecutive years
- Maintained Top 3 Service ranking within region for two consecutive years
- Ensured food safety, brand standard, and other KPI compliance for all locations
- Performed routine cash/inventory audits for all stores
- Provided necessary support, tools, and resources to managers to ensure district success
Sales Manager
London Square
01.2015 - 05.2017
- Assisted in start-up of Business Processing Outsourcing (BPO) organization.
- Created initial documents and processes including sales call script/flow, standard operating procedures, training materials, and KPI metrics
- Implemented improvement processes to assist in closing sales, underwriting, and retention
- Trained/coached agents, assisted in closing difficult calls for sales agents, monitored agent calls to ensure call quality, facilitated team meetings/huddles, conducted CRM audits, provided floor support, and coordinated company/team special projects
Call Center Supervisor
Dialogue Marketing
01.2010 - 11.2011
- Supervised team of 20+ call center agents and Team Leads
- Executed all aspects of employee hiring process
- Routinely monitored and coached agents on call flow and quality assurance performance
- Managed workforce scheduling to ensure adequate staffing during all intervals
- Ensured service levels were met and ensured department remained in compliance with client processes and procedures
- Provided strategic direction towards achieving key performance indicators and provided daily reports to clients regarding KPIs
Resolution Manager
McDonald’s Corporation
03.2005 - 01.2009
- Managed profit centers exceeding $4M in annual sales
- Executed corporate business systems including sales, inventory and food control, labor and scheduling, safety and security, and local store marketing
- Promoted to Resolution Manager in September 2007 to evaluate under-performing locations and developed action plans for those sites and made recommendations to re-train, re-staff, sell, or permanently close those locations if unable to successfully complete action plan
- Executed announced (FOR) and unannounced (SOR) operational reviews of under-performing locations
Education
Business Management
Western Michigan University
01.2004
Skills
- Workforce management and coaching
- Inventory management
- Operations management
- Market and performance analysis
- Improvement process execution
- Sales, client, and transaction growth
- KPI execution
Certification
- ServSafe – National Restaurant Association, Expires 2027
- ServSafe Proctor – National Restaurant Association, Expires 2028
Timeline
Assistant General Manager
Wawa, Inc.
05.2025 - Current
Area Training Manager
KBP Foods, Inc.
12.2021 - 05.2025
District Manager
Captain Jay’s, LLC.
07.2017 - 10.2019
Sales Manager
London Square
01.2015 - 05.2017
Call Center Supervisor
Dialogue Marketing
01.2010 - 11.2011
Resolution Manager
McDonald’s Corporation
03.2005 - 01.2009
Business Management
Western Michigan University
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