Michael Hayes, MSEM, MBCP, MBCI

Experience

• 

  Buffalo Wild Wings

  Jan 2007 - May 2009

  Provided assistance to the General Manager to ensure that all team members are guest-focused, team-focused, and community-connected. Exercised knowledge of restaurant operations, manage staff resources, provide counsel, develop and coach team members and help to build sales and profits while maintaining operating standards. Responsibilities included: Managing the human resource function in the restaurant ensuring recruitment, selection, orientation, training, scheduling and performance management functions meet or exceed company specified criteria. Ensuring the daily execution of the Mission Statement and Core Values. Complying with company policies, practices and procedures and communicates all changes to team members. Involvement in local store marketing efforts. Understanding the Profit and Loss Statement and helps create action plans for opportunity areas. Ensuring overall food quality and handling, safety, security, service and cleanliness standards are met. Show less Supervised Front of House (FOH) operations that include wait and host staff. Ensured FOH operations are running smoothly while providing the ultimate experience for our sports fans, focusing on Guest Engagement and satisfaction. Focused on sales building initiatives and they were properly executed Responsibilities included: Managing the human resource function in the restaurant ensuring recruitment, selection, orientation, training, scheduling and performance management functions meet or exceed company specified criteria. Ensuring the daily execution of the Mission Statement and Core Values. Complying with company policies, practices and procedures and communicates all changes to team members. Involvement in local store marketing efforts. Understanding the Profit and Loss Statement and helps create action plans for opportunity areas. Ensuring overall food quality and handling, safety, security, service and cleanliness standards are met. Show less

  • Assistant General Manager

    Aug 2008 - May 2009

  • Operations Manager

    Jan 2007 - Aug 2008
• 

  Sprint

  Feb 2010 - Apr 2018

  Collaborating as part of the business continuity team in delivering direction, guidance, and advisement to managers and teams across levels and units, I led crisis response, incident management, and network preparedness programs with a focus on effective risk management. I also maintained vendor relationships and administered mission-critical business continuity applications.Highlights of my contributions include:• Championing a proactive stance for business continuity planning, introducing new impact analysis tools to refine our approach within diverse units, ranging from consumer and business sales to environment, health and safety, and procurement.• Playing a key role in the successful implementation of a new program for incident management within 4K+ stores and 12 operating regions.• Minimizing business disruption through on-point preparedness and response during major security events, including national conventions and sports tournaments in addition to natural disasters.• Enhancing business capacities through the management of an emergency response volunteer program supporting fire and medical incidents within corporate campuses. Show less Performs security risk assessments, based on vulnerability criteria, to determine appropriate levels of protection and security necessary for a site. Reviews security project designs and conducts onsite progress assessments to ensure design specifications meet the security needs. Manages the acquisition, installation or replacement of equipment designed to increase the efficiency of security operations. Assists in the evaluation of products and techniques related to computer hardware and software. Works to maintain, promote and implement security objectives and assists in developing and presenting security training programs. Receives and evaluates all security-related incidents and makes recommendations to preclude recurrence. Based on incidents, trends and surveys the incumbent recommends corrective actions and prepares written narrative reports of facility assessment findings. The incumbent serves as point-of-contact for business continuity activities and represents the team during enterprise-level events. Show less Provides legal compliance in the area of customer information for Sprint in a call center environment that runs 24 X 7 X 365. Provides services for the Law Enforcement Agency (LEA) hotline, which is utilized by law enforcement agencies regarding emergencies involving 911, exigent assistance and court ordered requests. Coordinates the receipt, processing, and response to legal demands received from law enforcement agencies for customer records. Analyzes law enforcement-generated court orders to determine completeness, assess validity, and determine the nature and scope of the request. Show less Partners with Store Manager to lead store team with unparalleled store experience that improves customer loyalty and strengthens the Sprint Brand. Motivates sales team to meet or exceed key performance objectives that include service and repair metrics, sales and customer satisfaction goals and store compliance/audits. Provides continuous feedback and coaching to improve individual and store performance. Delivers operational and merchandising excellence. Completes all courses in your leadership curriculum path with the required time frames. Complies with all operational policies and procedures including the Sprint Code of Conduct. Show less Manages daily sales floor operations to deliver an outstanding store experience that improves customer loyalty and strengthens the Sprint brand. Effectively partners with customers and co-workers to resolve complex customer situations. Conducts weekly observations and provides effective feedback to sales consultants as they execute Sprint’s products and services and sales process to maximize performance. Acts as a subject matter expert to provide ongoing training and awareness of Sprint’s products, services and promotions to our sales consultants to maximize Sprint-customer connections; save our customers money; personalize their experience; and protect their investments. Assists the management team to achieve and exceed key performance objectives, including sales and customer satisfaction goals. Assists in sales transactions as required by providing a total sales solution to our customers, for any of their wireless/mobility needs with minimal wait times. Accurately sets up accounts, so customers are ready to use their new devices and plans as soon as they leave the store. Identifies the right solutions for customer billing, technical and/or account issues. Receives training in their curriculum path to further their skills and career opportunities. Assists store management team in store opening/closing procedures as required. Complies with all operational policies and procedures, including the Sprint Code of Conduct. Show less

  • Enterprise Business Continuity Manager II - Business Continuity Office

    Feb 2016 - Apr 2018

  • Security Specialist II - Retail Loss Prevention

    Jun 2015 - Feb 2016

  • Electronic Surveillance Technician I - CALEA Compliance

    Sept 2013 - Jun 2015

  • Assistant Store Manager

    May 2012 - Sept 2013

  • Retail Sales Supervisor

    Feb 2010 - May 2012
• 

  Walgreens

  Apr 2018 - Nov 2020

  Program Manager, Business Continuity

  Here, I engaged strategies and executed initiatives to elevate enterprise business continuity outcomes. To this effect, I modeled industry best practices and promoted proven methodologies in the design of policies, procedures, and standards; developed and supported dedicated business continuity teams across sites; and maintained lines of communication with business partners.Highlights of my contributions include:• Spearheading the development and launch of a new incident management program across 9.5K stores spanning 16 operating regions and guiding training to ensure effective integration in retail and pharmacy operations.• Partnering with Supply Chain, Information Technology, Asset Protection, and StoreCare units to adopt a proactive business continuity plan leveraging business impact analysis insights.• Ensuring the seamless rollout of a new business continuity management system, RSA Archer GRC, across Walgreens-Boots operations, influencing development, testing, implementation, and training processes.• Enhancing resource utilization and process optimization through the automation of the Walgreens Business Continuity SharePoint and Remedy/Digital Workplace ticketing system.• Providing steadfast leadership in response to several enterprise-level and localized events including the Covid-19 pandemic and various earthquakes, hurricanes, flooding events, and forest fires. Show less

• 

  Gallagher

  Nov 2020 - now

  Delivering forward-looking oversight to crisis management and business continuity programs for the Americas and APAC regions. I deploy strategies, frameworks, and standard procedures aligning business continuity plans with global standards and policies. Further, I serve as an advisor in the management of real-time incident response, training exercises, and risk assessments.Highlights of my contributions include:• Maximizing the impacts of business continuity exercises, steering development, coordination, and evaluation activities while complying with multi-year exercise plans.• Collaborating with division leaders to steer corrective action processes in the scope of a crisis management playbook update.• Overseeing all aspects of training exercise development, facilitation, and evaluation for the crisis management team on a division level.• Fostering a resilience-focused culture via management of 'Gallagher be Ready' communications and awareness campaigns.• Earning a reputation for excellence as the primary vendor relationship owner, effectively troubleshooting and resolving issues in global business continuity planning software. Show less

  • Sr. Manager, Crisis Management and Business Continuity (Americas / APAC)

    Oct 2023 - now

  • Manager, Crisis Management and Business Continuity (Americas / APAC)

    Nov 2020 - Oct 2023