Customer Service Manager
Resume:
Karina Zevallos
********@*****.***
SUMMARY
Goal-oriented supervisor, with over 14 years' experience in customer
service, hospitality industry. Strengths include solid communication,
problem-solving skills and adapting to change. Highly effective, with
proven expertise in facilitating development in others through training,
coaching, and mentoring.
Highlights
. Work well under demanding deadline related conditions.
. Extremely well organized with an eye to detail.
. Catalyst for change, transformation and performance improvement.
. Enthusiasm for motivating and leading people.
. Energetic self-manager, dependable.
. Good team management with reputation as a supervisor able to keep
employees both productive and satisfied with their jobs.
. Reliable, highly focused, and exceedingly detail oriented with a
reputation of excellence.
PROFESSIONAL EXPERIENCE
Outback Steakhouse
1/06/2008-10/12/2012
Service Director / South Region Area
.Operated 10 restaurants in the South Florida area.
.Ensured operation excellence was in place: (full compliance on all
safety, sanitation & security procedures).
.Scheduled, organized, and conducted classroom, field, on a national basis
for managers and their staff.
.Trained on Monthly Operational Audit to ensure Operational Excellence in
place.
.Created a more productive work environment by developing strong
relationships with both management and hourly employees.
.Served as a main point of contact for Customer Service issues in the
District Responded quickly and effectively to all Customer inquiries.
.Supervised staff performance and administered changes as applicable.
.Established proactively and conducted on-going development and
implementation of training nationally to enhance workforce effectiveness
and to ensure that established procedures, systems, and programs were
effective and compatible.
.Coordinated and managed multiple projects, consistently meeting aggressive
deadlines.
.Ensured that an excellent level of Customer Service was provided in all
assigned locations including the District Office where applicable.
Responsible for teaching all District Associates to provide a high level of
Customer Service at all times.
.Identified inefficiencies and made recommendations for process
improvements.
.Mentored, coached and trained [over 30] team members.
.Helped in promoting business through social interaction in community
events.
11/03/2004-11/10/2007
General Manager
. Operated 3 restaurant with yearly sales over $4,000,000
. Monitored payroll and schedules.
. Interviewed and recruited all employees.
. Supervised daily Food &Beverage shift operation and ensured compliance
with all Food &Beverage policies, standards and procedures.
. Supervised staffing levels ensuring guest service, operational needs,
and financial objective were met.
. Ensured and maintained the productivity level of employees through
daily goals.
. Monitor daily and monthly receipts and expenditures.
. Maintain excellent customer service by stressing "the customer comes
first" in all weekly employee meetings.
. Controlled the overall cash flow on a daily basis to meet the weekly
expenditures.
. Helped in promoting business through social interaction in community
events.
. Assisted the customers in answering their queries regarding food
quality and service.
3/23/98-11/01/2004
Bartender, Administrative Assistant, and Assistant Manager
. Controlled invoices and payroll
. Ensure daily sales matched at the end of the shift.
. Verified customer satisfaction.
. Trained new staff regarding the restaurant's procedures, culture and
practices - Worked with staff members to provide team oriented
service.
. Opened 4 New Outback Steakhouse local and international as a certified
trainer
EDUCATION
1999 Coral Park Senior High school Miami, Fl.
Management Courses: Alternative Work Arrangements, Communication Skills
Diversity, Leadership Train the Trainer, and EEO
TECHNICAL SKILLS
Word, Excel, & Power Point
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