Customer Service Manager

RAFAEL J. ESTELLE

**** ****** *****, ****, ** ***07

254-***-**** *************@*****.***

MANAGEMENT

PROFILE

More than 12 years of staff leadership, food service operations, logistics, employee training,

security, accounting and inventory management experience in military and civilian environments.

ServSafe Food Protection Manager and Instructor-Proctor Certifications, as well as extensive

classroom and on-the-job training in United States Navy.

Holder of active Secret Security Clearance.

Winner of Outstanding Dining Facility, Sailor of the Year for Outstanding Financial Records and

Best of Class award for Ship’s Store Financials awards.

Currently in charge of up to 260 personnel and budgets generally entailing $2MM in food and

$3MM in equipment.

PROFESSIONAL EXPERIENCE

Food Service Manager, DynCorp International, Afghanistan 2010 - Present

• Directly instruct and supervise more than 160 staff members engaged in preparation and delivery of

four meals per day, feeding more than 1,080,000 each month.

• Skillfully coordinate labor, accounting for all relevant OSHA, supplies, maintenance and service

requests.

• Personally oversee food preparation to ensure safety and health, including training and organizing

subcontractors in proper kitchen equipment and operations.

• Develop scheduling and timesheets, review documentation and requisitions and oversee special

events production.

• Diligently resolve service complaints, teach classes in military food handling requirements and create

new recipes.

• Successfully achieve more than $1MM profit monthly with budget of $900,000, as well as open DFAC

facilities.

Food Service Attendance & Shift Leader, Kellogg, Brown & Root, Afghanistan 2009 - 2010

• Skillfully provided assistance to cooks and kitchen staff engaged in preparation and delivery of meals.

• Strictly enforced safe food handling procedures and ensured diligent and thorough cleaning of work

areas.

• Performed equipment meal and supply transportation to various locations and oversaw inventory.

• Accurately drafted all production records and supply requisitions and comprehensively resolved all

customer service complaints.

• Directed staff of five feeding more than 105,000 people each month and successfully achieved more

than $280,000 in gross profit on budget of $200,000.

• Successfully won Outstanding Dining Facility award.

Swing Manager, McDonald's, Waco, TX 2003 - 2004

• Directed crew of more than 80 individuals and provided comprehensive support for other

management personnel.

• Provided exemplary customer service and staff training, particularly regarding drafting of sales

reports.

• Accurately accounted for all cash and revenue and performed bank deposits of more than $10,000

daily.

• Comprehensively resolved customer complaints and generally maintained example of outstanding

performance and leadership.

RAFAEL J. ESTELLE

Page Two

Crew Leader, McAlister's, Waco, TX 2001 - 2004

• Diligently oversaw food preparation and presentation to ensure customer satisfaction, as well as

health and safety standards.

• Ensured sufficient food and equipment on hand, maintain inventory records and oversaw budgets and

employee payroll.

• Skillfully directed more than 20 staff members.

MILITARY EXPERIENCE

Ship’s Serviceman & Anti-Terrorism Force Protection Leader, United States Navy 2005 - 2009

• Acquired and maintained inventory of 500,000 units, as well as procurement databases and

accounting & financial records.

• Personally directed operation of ship’s barber, laundry and tailor shops and gathered revenues from

more than 5,000 vending and cash collection machines each day.

• Skillfully trained crew of nearly 500 on customer service, FSM, ROM II, casualty handling, firefighting,

firearms usage and anti-terrorism tactics each week, as well as serve as Senior Career Counselor for

10 sailors, resulting in more than half being promoted within one year.

• Vice President Of Morale, Recreation and Welfare engaged in trip planning, budgeting and performing

maintenance inspections to ensure functionality of products and equipment.

• Awarded Sailor of the Year recognition for Outstanding Financial Records.

• Successfully built profit of $400,000 each month using store budget of $250,000, and achieved

96.94% management score of Ship’s Store Financials, resulting in Best of Class Award.

EDUCATION

ServSafe Food Protection Manager 40 Hour Certification course

ServSafe Instructor-Proctor Certification course

Retail Operations Management II training, United States Navy

Supply Chain Management training, United States Navy

Food Service Management training, United States Navy

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