Micah X. Riley
Durham
Summary
Manager of Customer Services and Employee Development Dedicated professional with proven skills and accomplishments in management of customer services and employee training and development. Proficient in all aspects of customer service and employee training and development to the specific tasks required of the job. Demonstrated Subject Matter Expert in all company standard processes and tools. Established and credible individual known to run highly visible and complex, customer service and motivate responsibilities simultaneously, and in a time sensitive environment. Successfully trained, instruct and motivate crews in the company’s daily operations. Active team contributor that works with diverse individuals. Recognized for developing trusting relationships through integrity, professional character and industry expertise. Consistently meets and/or exceeds expectations on performance evaluations annually.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Deli Manager
Food Lion Grocery
Durham
01.2025 - Current
- Supervised daily deli operations, ensuring compliance with food safety regulations.
- Trained and mentored team members on customer service and product knowledge.
- Developed inventory management processes to optimize stock levels and reduce waste.
- Collaborated with suppliers to maintain quality standards, and negotiate pricing terms.
- Led staff meetings to communicate goals, address challenges, and foster team cohesion.
- Trained new team members in proper food handling techniques, equipment usage, and company policies.
- Provided excellent customer service by addressing inquiries promptly and professionally, while maintaining a helpful demeanor.
- Established a positive atmosphere within the department by promoting open communication channels among team members at all times.
- Maintained a clean and safe work environment, adhering to food safety guidelines and procedures.
Commercial Driver Trainer
Hauln LLC
Durham
07.2022 - 01.2025
- Developed and implemented training programs to enhance driver safety and compliance.
- Evaluated trainee performance through assessments, and provided constructive feedback for improvement.
- Facilitated classroom and on-the-road training sessions to reinforce safe driving techniques.
- Mentored new drivers, fostering a culture of safety and accountability within the team.
- Monitored adherence to transportation regulations, ensuring operational compliance across all training activities.
- Collaborated with management to refine training materials based on evolving industry standards and best practices.
- Conducted regular evaluations of training effectiveness, adjusting strategies to meet diverse learners' needs.
- Established rapport with trainees, promoting open communication channels for ongoing support and guidance.
- Enhanced driver safety by conducting thorough training sessions on defensive driving techniques.
Sergeant
NightHawk Security And Consulting
Durham
10.2021 - 06.2022
- Planned, scheduled, and supervised the work of 50 subordinates.
- Educated staff members on proper field procedures to boost public trust in officers, and efficiency.
- Engaged with local individuals and community leaders to discuss crime reduction strategies.
- Supervised crowds at busy events to prevent injuries and property destruction.
- Conducted witness interviews and gathered details regarding incidents to determine the best course of action.
- Answered emergency calls for help from citizens and business owners.
- Established and enforced employee performance policies.
- Liaised with local, state, and federal regulatory agencies to streamline investigation completion.
- Responded quickly to all service calls.
- Notified emergency personnel of incidents requiring medical assistance and aid.
- Led shift briefings to inform officers of properties to check, and individuals of note in local areas.
Captain
Alliance Protection Services
Durham
12.2019 - 02.2022
- Advised security team and conducted investigations of significant threats and loss or misappropriation of assets.
- Developed improved training methods with focus on public safety and officer awareness.
- Analyzed and investigated incidents alongside functional management and security supervisors.
- Conducted frequent security audits to identify potential problems related to physical security, staff safety and asset protection.
- Oversaw team of security officers and managed scheduling and performance evaluations.
- Inspected security design features, installations and programs to verify compliance with applicable standards and regulations.
- Improved security awareness by holding workshops for company employees.
- Developed and reviewed specifications for design and construction of security systems.
- Led team of 35 Officers.
- Screened vendors and contractors before granting access to restricted areas within mall.
- Demonstrated commitment to public safety by patrolling events and well-populated establishments.
- Supervised team of 15 security personnel during shift.
Assistant Manager/Store Manager
Zaxbys
Durham/Graham/Roanoke Rapids
08.2018 - 01.2020
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Performed investigations on market flows to identify seasonal trends and forecast consumer needs.
- Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
- Analyzed and interpreted store trends to facilitate planning.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
Sergeant
Task Force Protection Bureau
Durham
04.2018 - 12.2019
- Substantiated validity and admissibility of evidence and preserved data integrity for court hearings.
- Handled and assisted over 5 crime scenes and eliminated potential dangers alongside with Durham Police Department.
- Pursued leads, complaints and referrals to determine occurrence of criminal activities.
- Interviewed officers eligible for promotions and trained new hires within my unit.
- Secured evidentiary information to reinforce findings and original claims.
- Completed legal and safe searches of vehicles, property and containers.
- Identified labels and stored evidence properly to verify that it was safe and secure.
care taker
Nuangels Home Care LLC
Durham
06.2017 - 12.2019
- Manage all of medications
- Ensure all clients fed throughout the day
- Cook for all clients as needed
- Provide transportation to and from all doctors appointments.
- Consulted with Doctors to diagnose problems and administered prescribed treatments.
- Remained alert to problems or health issues of clients and competently responded.
- Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases.
- Helped clients manage money, pay bills and shop for groceries or personal items.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Monitored and assisted residents through individual service plans.
Store manager
Spirit Halloween
Durham
06.2019 - 11.2019
- Recipient for showing outstanding customer service 2017 Received perfect attendance for a full year of employment to include outstanding sales and customer service
- Taking daily inventory
- Overseeing hiring, and termination
- Conduct interviews
- Solving all problems throughout the store
- Learning and teaching new computer systems to all employees
- Training each employee personally.
Firearm Sales Leader
Dicks Sporting
Durham
01.2017 - 10.2018
- Manage inventory of all firearms sales
- Maintenance of Acquisitions and Dispositions Record.
- Sale of Firearms
- Complete of all background check requirements
- Assist and manage cash express to include customer service follow up phone calls and marketing transactions.
- Reported sales data to upper management for review.
- Monitored sales team performance, and provided constructive feedback.
Assist Manager and Trainer
McDonalds
Hillsborough
02.2017 - 04.2017
- Train crew members in the kitchen to preparing food and front counter helping customers
- Operating a cash register, running the drive thru, cleaning the restaurant and completing other assigned tasks
- Ability to work and adjust independently to high volume customer traffic hours to ensure customer delivery of ordered services
- Maintain a good standing of professionalism, able to listen to customers and managers and multitask various assignments as required.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Driver / Assistant and Shift Manager
Dominos / Papa John’s Pizza
Durham
01.2016 - 01.2017
- Provide efficient and delivery of pizza to the customer in a timely manner
- Manage deliveries in high traffic volume areas
- Meet and greet customers face to face handling food orders and securing cash transactions
- Assistant manager in receiving phone credit orders and overseeing restaurant daily operations
- Able to maintain safe vehicle operation for delivery of customer foods.
- Trained and mentored new employees to maximize team performance.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
Foreman
C & J Construction
Durham
01.2014 - 01.2017
- Supervise and train workers, operation of fork lift equipment
- Maintain and coordinate tasks according to the company priorities and plans
- Ability to communicate and report effectively
- Knowledge of construction procedures and guidelines
- Excellence in leadership and organizational skills to perform daily tasks as assigned
- Ensure all safety precautions and quality standards are met.
- Checked equipment to determine if maintenance was required.
- Established clear priorities and production quality standards.
- Oversaw employee attendance record, handled payroll and ordered new materials for sites.
- Maximized resource utilization and achieved production targets by managing day-to-day usage of department resources.
- Interacted with employees to demonstrate high standards and mitigate issues effectively.
Assistant Manager and Trainer
Biscuitville
01.2014 - 01.2016
- Maintaining excellent food quality following company guidelines, recipes and use of timers
- Rendering excellent customer service and conducting good business practices as a leader as well as in the community
- Training orientating and motivating employees
- Responsible for and assisting the manager in all operating costs and cash control maximizing all sale transactions
- Ensuring employees feel being a part of the Biscuitville family and fulfilling the employees job needs.
Education
Diploma -
SOUTH GRANVILLE HIGH SCHOOL
Creedmoor, NCSkills
- Decision making: ability to make quick, informed decisions in emergency situations
- Conflict resolution: skills in mediating disputes and managing difficult situations calmly
- First Aid/CPR training: knowledge of basic medical response techniques for emergencies
- Vehicle maintenance awareness: understanding basic vehicle maintenance and troubleshooting
- Route planning: skills in planning efficient routes and navigating road conditions
Affiliations
- PPSB. NC Dept. Public Safety.
Certification
- PPSB armed certified
Accomplishments
- 2016 NCCU Customer Service Award.
- 2022 Durham County CJRC Deescalation Accommodation.
Languages
English
Full Professional
References
References available upon request.
Timeline
Assistant Deli Manager
Food Lion Grocery
01.2025 - Current
Commercial Driver Trainer
Hauln LLC
07.2022 - 01.2025
Sergeant
NightHawk Security And Consulting
10.2021 - 06.2022
Captain
Alliance Protection Services
12.2019 - 02.2022
Store manager
Spirit Halloween
06.2019 - 11.2019
Assistant Manager/Store Manager
Zaxbys
08.2018 - 01.2020
Sergeant
Task Force Protection Bureau
04.2018 - 12.2019
care taker
Nuangels Home Care LLC
06.2017 - 12.2019
Assist Manager and Trainer
McDonalds
02.2017 - 04.2017
Firearm Sales Leader
Dicks Sporting
01.2017 - 10.2018
Driver / Assistant and Shift Manager
Dominos / Papa John’s Pizza
01.2016 - 01.2017
Foreman
C & J Construction
01.2014 - 01.2017
Assistant Manager and Trainer
Biscuitville
01.2014 - 01.2016
Diploma -
SOUTH GRANVILLE HIGH SCHOOL
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