Customer Service Manager

Sayed Mekhemar

**** * ****** **., *******, AZ, USA 480-***-**** *********@*******.***

OBJECTIVE

To manage all operational aspects of food and beverage in a multi-concept

environment, communicating directly with support staff and corporate in

order to establish and maintain standards and policies, through a team

environment and building positive relationships with the client and other

tenants to maintain mutually beneficial business partnerships.

PROFILE

Talented, accomplished hands-on business strategy planning and personnel

performance management professional. Practical experience and a deep

understanding of a diverse range of business management applications,

including market analysis, sales and marketing, team building and franchise

support along with quality assurance. Skilled in taking organizations to

the next level of efficiency and proficiency to improve operations and

develop performance and customer service.

AREAS OF EXPERTISE

. Strategic Planning & Program Development

. Facility & Operations Management

. Instructional Design & Training Delivery

. Financial Statements & Cost Control

. Performance Management

. Client & Vendor Relations

PROFESSIONAL SUMMARY

Strategy Planning

< Exercise strategic planning to develop and improve operational

efficiencies, resolve problems, manage projects and build strong,

efficient and effective teams.

< Developed management skills and proven ability to lead in a matrix

environment to achieve client and company goals, multi-task projects and

network with cross functional teams to facilitate smooth functioning of

client operations.

< Ensure program development efforts support business requirements and

expectations.

< Help with program, project, portfolio management for product / service

development, complex systems, infrastructure growth, high-availability

systems, risk assessments and 24/7/365 business solutions.

< Provide a balanced understanding of business objectives and challenges

with ability to present to executive level audiences.

< Leverage understanding of multiple sources, analytic methodologies and

business understanding to deliver analytic action plans for business

teams.

< Work multi-functionally with various teams, Sales, Market Research

Department and Finance to plan and evaluate business activities.

< Manage the working relationships with landlords, brands, tenants,

DBE's, union officials, and other mutually beneficial relationships to

leverage business opportunities in Phoenix Sky Harbor international

airport.

Process Improvement

< Contributed to driving successful P&L from $52M to $82M throughout the

years in my position.

< Assisted in the remodel and the building of multiple locations

(Martini Bar, Chili's, Dewar's, Quizno's, 2 Starbucks) from ground

level to inception.

< Implement food/bar matrix in all adult beverage locations.

< Implement and exceed business plan in 2010 to capture sales and meet

region MBO.

< Assess business development activities and guide policy and process

improvements in support of organizational objectives as well as

achievement of business, operational, and marketing goals set.

< Mentor and train staff in product/service delivery: Lead the process

of the management team in obtaining their certification in "ServSafe

and ServSafe Alcohol"; Lead the process of certifying all 350 adult

beverage associates in "ServSafe Alcohol" in Title 4 AZ; Created

management training log to track development of all management.

< Ability to apply the planning & scheduling methods for managing facility

operations, effectively leverage functional resources, inventory control

systems, and labor management systems.

< Reengineering the processes and improving performance of the

organization: assist in developing

Promotable associates from shift leaders to assistant manager and

assistant managers to store managers.

< Meet and exceed regional goal for EcoSure, NSF, health inspections,

various brand audits and customer service.

< Curtail budgets and manipulate sales and profitability.

< Optimizing working conditions to improve productivity.

Performance Measurement

< Assist in directing branch performance for $82M operation.

< Overseeing a team of 82 management team members and 700 employees.

< Provide mentoring and services to improve product quality and mitigate

risks by working with quality assurance and higher management team to

influence product quality across the entire product life cycle.

< Develop quality program philosophy, goals, direction, organization and

management, test and evaluation, resolution of issues, test program

budgeting and status presentations, hardware and software testing,

organization of team activities, test plans and procedures development

and review, quality control program plans and procedures development,

implementation and review, real-time simulation environment for user

acceptance.

< Ability to assess training needs of the organization and develop training

programs which meet these needs and deliver business strategy of the

company.

< Direct comprehensive functional, usability, performance, and security

testing, planning and execution to ensure product integrity.

< Manage expectations of internal and external business relationships by

advocating and building open lines of communication and accurately

presenting quality control / test findings and product quality trends.

< Applying statistical quality control on several contingencies.

< Developing and executing strategy planning & Balanced scored card Model

ADDITIONAL RESPONSIBILITIES

Cost Management Training - Provide training (Back to Basic) to management

teams in Phoenix, Denver and Salt Lake City branches.

Labor Management - Implemented branch labor management model to meet

regional goal.

Regional Support - Organized the lending of support of management team

members to assist other branches in the areas of training and the execution

of standards.

Loss Prevention (Certified) - Conducted interviews to save company assets

and maximize profit in the branch, review issues and made decisions based

on facts gathered during this process.

WORK HISTORY

M.H.ALSHAYA CO., Cairo, Egypt

April, 2011 - Jul, 2011

Area Manager

HMSHost, Phoenix, AZ

2002-2011

1996-2000 Assistant General Manager (2004 - Feb, 2011) Phoenix Sky

Harbor International Airport

HMS Host

2002-2004

Store Manager

. Managed all fiscal and associate responsibility of a $9 million/year

multi-concept establishment.

Diedrich Coffee

2000-2002

General Manager

. Managed all fiscal and associate responsibility of a $3 million/year

gourmet coffee establishment.

. Responsible for recruiting, payroll, accounting, human resource

issues, purchasing, etc.

. Created and built deployment schedule for the Arizona market in order

to improve customer service and increase sales potential.

HMS Host

1996-2000

Various Positions

. Bartender

. Shift Leader

. Assistant Manager

. Store Manager

Isis Cruise Line

1990-1995

. Managed bar facilities through the ship, responsible for approximately

60 bartenders and servers.

. Achieved the Customer Service Award for 3 consecutive years.

EDUCATION

Kasr ElAiny, Cairo - College of Accounting

1987-1989

Associate's Degree

El Melik El Saleh High School, Cairo

1986

High School Diploma

REFERENCES

Mary Rose Garrido Wilcox

Maricopa County Supervisor, District 5

602-***-**** - ********@****.********.***

Stephen Wilhelm

Area Controller - HMSHost

(602)320 - 4706 - *******.*******@*******.***

Jennifer Reynolds

Principal - Ideation Design Group

(480)710 - 6190 - *********@**********.***

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