Monroe Cunningham
Covington
Summary
Dynamic Training & Development Director at Chick-fil-A, adept at leveraging data-informed insights to elevate team capabilities and enhance customer experiences. Spearheaded large-scale training initiatives, achieving significant operational improvements and increased customer satisfaction. Expertise in process optimization and cross-functional collaboration drives measurable results in high-volume environments.
Overview
11
11
years of professional experience
Work History
Training & Development Director
Chick-fil-A
10.2017 - Current
- Designed and led learning and development strategies that elevated team capability, operational consistency, and customer experience across multiple training audiences.
- Conducted needs assessments, identified performance gaps, and used data insights to guide training priorities, content updates, and operational improvements.
- Developed and implemented training systems and SOPs that increased quality, streamlined communication, and improved service workflows-contributing to measurable gains in customer satisfaction and sales.
- Led large-scale training initiatives equipping 50%+ of the workforce with communication, leadership, and service excellence skills, resulting in increased efficiency and fewer escalations.
- Collaborated with cross-functional partners (FOH, BOH, training, compliance) to align training outcomes with broader business objectives and ensure high-quality, consistent guest experience.
- Built communication frameworks to support safety, brand, and quality-assurance standards, increasing clarity and operational reliability.
- Served as a strategic consultant to leadership, advising on capability needs, performance trends, and opportunities for process and learning improvements.
Assistant General Manager
Honey Baked Ham
12.2021 - 03.2023
- Directed daily operations with a focus on delivering consistent, high-quality customer experiences while developing and coaching teams in service excellence and operational execution.
- Designed and delivered training programs and performance development plans that increased skill proficiency, team confidence, and operational reliability.
- Led catering operations and contributed to regional sales growth, including top-tier performance rankings across multiple quarters.
- Executed large-scale seasonal campaigns-including holiday activations resulting in up to 800% sales requiring strategic staffing, workflow design, and cross-functional coordination.
- Improved team readiness by aligning training, resource planning, and quality assurance processes to support a consistent guest experience at scale.
Assistant Event Coordinator
Oral Roberts University
08.2014 - 03.2017
- Managed the planning and execution of events ranging from 50 to 1,000+ attendees, balancing logistics, quality standards, and real-time problem-solving to ensure strong participant experience.
- Partnered with multiple departments to coordinate resources, align expectations, and maintain operational readiness.
- Oversaw event budgets ($50,000+), ensuring efficient spending and high-quality outcomes.
- Created repeatable planning processes and operational templates, improving consistency and scalability for future events.
Education
Master of Business Administration -
Point University
West Point, GA05-2025
Bachelor of Sport Management -
Oral Roberts University
Tulsa, OK03-2018
Skills
- Learning strategy assessment
- Process optimization
- Cross-functional collaboration
- Training development
- Data-informed problem solving
- High-volume customer experience management
References
Available upon request
Timeline
Assistant General Manager
Honey Baked Ham
12.2021 - 03.2023
Training & Development Director
Chick-fil-A
10.2017 - Current
Assistant Event Coordinator
Oral Roberts University
08.2014 - 03.2017
Master of Business Administration -
Point University
Bachelor of Sport Management -
Oral Roberts University