Customer Service General Manager

Mario Hayat

Professional Profile

ad4cmy@r.postjobfree.com • 757-***-****

Maurertown, Virginia 22664

Self-motivated and dynamic professional with extensive experience in customer service operations, and restaurant management. Graduated with a Bachelor of Business Administration from Norfolk State University. Ability to manage processes while ensuring compliance with stated policies. Equipped with exceptional communication and interpersonal skills with capacity to positively interact with people of diverse backgrounds and cultures. Adept at gathering data, compiling information, and developing reports.

Areas of Expertise

P&L Assessments

Data Interpretation & Management

Team Building & Leadership

Onboarding and Offboarding

Staff Performance Assessment

People Management

Professional Experience

East Coast Waffles (Waffle House), Virginia 2023-Current

Unit Manager

Solely responsible for the operations of the unit including people, inventory, and operating management. Maintains unit to a high standard both visually and functionally. Trains all incoming team members in all roles. Addresses both customer and team complaints with a professional demeanor and resolving conflicts when possible. Conducts daily inspection of units and maintains high standard of cleanliness and professional conduct and appearance of team. Made all staffing decisions and hired quality candidates to increase the productivity of the unit. Disciplined existing employees to include verbal and written warnings, up to termination when necessary.

Lowered food and operating cost by an average of 5% in various units.

Reduced staff turnover through various methods, to include the training of staff in multiple facets of the business and encouraging career growth.

Supervised a diverse group of individuals with various backgrounds and effectively organized an environment to promote teamwork and inclusion.

Red Robin’s, Virginia 2018-2023

Assistant General Manager

Successfully managed a team of 15 employees, increasing productivity by 15% and reducing operational costs by 10%. Demonstrating extensive experience in managing daily operations, implementing cost-saving strategies through company best practices, and training staff to ensure customer satisfaction. Showing expertise in problem-solving, organization, and leadership while exceeding expectations and driving business growth.

Consistently provided excellent customer service and maintained a positive attitude while interacting with customers and coworkers.

Demonstrated a thorough knowledge of alcohol and food safety procedures.

Successfully trained new staff in all facets of the position

Proactively developed and implemented strategies to increase customer satisfaction and maximize sales through upselling and suggestive selling.

Applebee’s, Virginia 2015 – 2018

General Manager

Responsible for all operations of the building, including scheduling shifts, cash management, ordering inventory, and payroll. Addressing customer complaints with a high rate of resolution and satisfaction. In charge of training new associates in all aspects of their position. Interviewed and screened potential employees, disciplined existing employees when necessary.

Responsible for customer satisfaction. Increasing satisfaction rate by 35%

Performed product orders, checking invoice against charges and inventory received. Assuring appropriate billing.

Planned monthly labor and food cost goals. Accomplished through efficient scheduling and minimal food waste.

Supervised a workforce of 20+ associates.

Cracker Barrel, Virginia 2011 – 2015

General Manager

Displayed a winning attitude and desire to deliver an exceptional dining experience. Focused on setting high expectations and raising service standards. Continuously met and exceeded sales and profit goals. Demonstrated strong leadership, food safety, and P&L knowledge. Use Microsoft Office suite (Word, Excel, PowerPoint, Outlook, Teams, and OneDrive).

Forecast sales, allocated resources, and managed labor to improve productivity.

Managed and motivated employees to promote professional skill development ensuring the highest guest satisfaction.

Hired, coached, and directed a team of 5 managers and 3 associates. Calculated inventory and ordered appropriate supplies to meet expected demands.

Reconciled daily transactions, balanced cash registers and deposited restaurant’s earnings in the bank.

Education

Norfolk State University, Virginia 2019 – 2022

Bachelor of Science in Business Administration

Explore business management procedures and functions involved in workforce planning, staffing, and retention. Engage in practical work, including group projects, case studies, and presentations. Key modules include resource management, staffing organizations, training and development, compensation management, and communication at work.

Graduated with a 3.8 GPA in all coursework while complying with program core values.

Attained nomination for President’s List by delivering outstanding academic performance.

Certifications and Honors

ServSafe Food Manager

ServeSafe Alcohol Handler

Certified Mixologist

Alumni Association – Norfolk State University

Cancer Care Center Volunteer and Fundraiser Organizer

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