Manager Customer Service

James Robinson

*** ******** *** **** ************@*****.*** Home: 315-***-****

Watertown Ny 13601 Cell: 518-***-****

Dedicated General Manager with 16+ years of experience in food service

settings. Consistently achieve high customer satisfaction rankings,

improvements to the bottom line and turnaround of underperforming

operations. Lead by example and ensure the execution of all safety,

security, quality and store operations policies.

Areas of Expertise

Customer Service Customer Satisfaction Teambuilding &

Management Enhancement Training

Complaint Handling & Front-End Supervision Cost-Reduction

Resolution Sales & Margin Improvement Strategies

Heart of the House Order Fulfillment

Supervision

Professional Experience

TGIFridays - Watertown NY

General Manager 08/10 to Present

RED LOBSTER - Colonie, NY

General Manager, 5/08 to 07/10

General Manager, Queensbury, NY 05/04 to 05/08

Selected to lead the highest volume Red Lobster in the division. Oversee

115 crew members and four manager team. Handle weekly inventory and vendor

relations. Accountable for Profit and Loss accountability, management of

sales analysis, forecasting and reporting activities. Selected

Contributions:

Lowered crew turnover from 120% in 2009 to 20% in 2010.

Elevated Guest Satisfaction Scores from 74% to 78% over the last year.

Earned a spot in the Million Dollar Club in for the restaurant in 2010,

this being only the second time that this restaurant has earned a spot.

Finished in the top 10% in the Darden Diamond Club

Prepared and tracked a sales budget, consistently meeting the average sales

volume of $120,000

Led and promoted three crew members within the restaurant to management

positions.

In 2006 won a Total Team Excellence award in Queensbury.

RED LOBSTER - Syracuse, NY 12/98-05/04

Culinary Manager, 05/03-05/04

Beverage and Hospitality Manager, New Hartford, NY 01/02-05/03

Service Manager, New Hartford, NY 01/01-01/02

Culinary Manager, New Hartford, NY 12/98-01/01

Previous Positions Include: Culinary Professional, Expeditor, Prep

Specialist, Assembler, Alley Coordinator, Back of the House Cook,

Dishwasher

Selected Contributions:

In 2002 help the restaurant win a Darden Club award while in New Hartford.

As Beverage and Hospitality Manager lowered beverage cost from 23% to 16%.

Help lowered food cost from 39% in 2000 to 32% 2001

Selected to go to Syracuse Red Lobster to help improve it. Helped turn the

restaurant around and was promoted to General Manager.

Education and Training

Biometic Certified

2010

ServSafe Certified

2009

Diversity Training

2004

High School Efficiency Diploma

1996

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