Michael Pancake
Johnson City
Summary
Dynamic leadership professional with over a decade in retail and hospitality operations. Excels in driving team performance and enhancing customer satisfaction through effective training and process improvements. Recognized for fostering high-performing cultures that prioritize accountability and operational excellence.
Overview
11
11
years of professional experience
Work History
DIGITAL TEAM LEAD
Walmart
Johnson City
02.2025 - Current
- Lead daily operation of nearly 100 associates within the Online Pickup and Delivery department, ensuring efficient fulfillment of customer orders and adherence to company performance standards.
- Monitored operational performance metrics and implemented process improvements to increase efficiency and customer satisfaction.
- Coordinate labor allocation and workflow management to maintain service levels during fluctuating business demands.
- Supervised, trained, and coached associates to enhance productivity and customer service.
- Partner with store leadership to support organizational goals, drive accountability, and maintain a high-performing team culture.
- Assisted with onboarding and development of new associates, reinforcing company policies and operational best practices.
GENERAL MANAGER
Main Street Pizza Company
Johnson City
01.2015 - 01.2025
- Progressed through multiple leadership roles over a nine-year tenure, culminating in General Manager responsibilities.
- Led day-to-day operations of 50 + people in a high-volume restaurant while maintaining exceptional standards for food quality, customer service, and team performance.
- Collaborated with ownership to enhance operational efficiency, meet profitability targets, and align with long-term business objectives.
- Oversaw inventory management, ordering, labor scheduling, cash handling, and ensured operational compliance to uphold service standards.
- Managed employee hiring, onboarding, training, scheduling, coaching, and performance management.
- Developed team members through mentorship and skills training, helping create a culture focused on accountability and continuous improvement.
- Reduced turnover rates while driving sales volume growth through effective team engagement strategies.
- Built a reputation for strong team leadership, employee development, and exceptional guest experiences.
Education
Bachelor of Business Administration (BBA) - General Management
East Tennessee State University
TN, USA05-2026
Skills
- Digital training methods
- E-commerce logistics
- Online sales platforms
- Online fulfillment
- Performance metrics
- Process improvement
- Operational management
- Microsoft Office Suite
- AI proficiency
- Scheduling software
- Data entry and reporting
- Team leadership
- Data entry and reporting
Accomplishments
- Earned Bachelor of Business Administration degree while working full-time.
- Maintained a 3.95 GPA in business coursework.
- Achieved Dean’s List recognition for six consecutive semesters.
- Advanced through multiple leadership positions to General Manager over a nine-year tenure at Main Street Pizza Company.
- Contributed to multiple local award-winning restaurant achievements.
- Helped maintain a #1 TripAdvisor ranking in Johnson City for Main Street Pizza Company for several years.
- Advanced to become Digital Team Lead at Wal-Mart within a year of being hired.
Timeline
DIGITAL TEAM LEAD
Walmart
02.2025 - Current
GENERAL MANAGER
Main Street Pizza Company
01.2015 - 01.2025
Bachelor of Business Administration (BBA) - General Management
East Tennessee State University