Customer Service Manager

MARTINEZ MILLER

**** ******** **** • Jacksonville, Florida 32218 • **********@*****.***

********.******@****.*** • 904-***-****

D I REC TO R /G ENERAL M ANAGER

Performance Improvement / Training & Development / Operations Management

Well-accomplished and seasoned professional with 30 years of military experience in

operations management and progressive leadership practices within the restaurant

industry, which created a passion for surpassing service objectives through combination

of world-class dining service and lean operating methods. Derive genuine pleasure from

transforming high-potential staff into outstanding leaders demonstrating creativity critical

to operational success. Equally adept at optimizing performance with ability to

develop/execute innovative ideas and solve complex problems. Flourish in turning

situations around and instituting the essential infrastructure crucial to sustained

prosperity.

CORE STRENGTHS

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Team Building & Motivation

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Marketing and Promotions

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Inventory Management

•

Customer Service

•

Menu Development

•

Resolving complaints & problems

•

Staff Training & Development

•

Performance Appraisal

•

Organizational Leadership

•

___________________ ______________________

SELECTED ACCOMPLISHMENTS

Performance Improvement:

Successfully led and managed 220 personnel in 10 kitchen operations directly resulting in

receiving “consecutive” Food Service Excellence Awards 2004, 2005.

Improved standard desktop procedures for all functional areas facilitating communication

throughout the operation that reduced workload for all 10 kitchens

Established new work scheduling system, which attained labor cost reduction that met and

often surpassed a targeted 25% food cost.

Training and Development:

Efficiently enhanced various training processes, which improved the promptness of service,

reduced turnover time and met desired product consistency.

Continued…

KIM MILLER • Page 2

PROFESSIONAL EXPERIENCE CONTINUED

Developed, initiated, and implemented a comprehensive and informative food service

curriculum which was utilized for the training of over 250 junior officers in new procedures

and financial management.

Dramatically minimized food costs analyzing operational problems, theft and waste, and

established controls

Operations Management:

Designed and implemented an evaluation process for management training process,

integrating customers and supervisor feedback that resulted in relative and current

materials for the operation.

PROFESSIONAL EXPERIENCE

__________________________ _________________________

U.S. NAVY, 2000 - PRESENT

Food Service Director /GM

Report directly to the Chief Operating Officer and oversee the day-to-day operation of 10 food

service programs maintaining an annual $17.5M budget. Manages food service operations

utilizing a broad knowledge of proper budgeting and fiscal policies, management accounting,

progress and statistical reporting, menu and nutrition planning, food handling and storage, and

sanitation requirements and techniques. Assess and observe 10 kitchen operations.

U.S. NAVY, 1998 - 2000

Operations Manager

Designed and implemented several marketing strategies, which drove dramatic customer increase

through, guest hospitality, excellent food quality and flashlight clean operations Maintain current

electronic records of department expenditures and provide monthly financial records and cost

reports to administration.

U.S. NAVY, 1996 - 1998

Catering/Project Officer

Directed and managed 240 personnel in a cafeteria breakfast, lunch, and dinner operation serving

over 16,000 meals daily. Professionally coordinated multiple receptions including events with

combined attendance of over 1,200 personnel including VIPs, battle survivors, top military leaders,

and former President of the United States.

Selected Achievements:

Identified and communicated key responsibilities and practices, which promoted

successful attitude, confidence in leadership, and teamwork that achieved organization

goals

Revised accountability control of over 498 line items valued over $3.5M and maintained

strict inventory procedures which directly contributed to an inventory accuracy rate of

99%.

Efficiently maximized financial performance with the assigned region

Designed and implemented several marketing strategies, which drove dramatic customer

increase through, guest hospitality, excellent food quality and flashlight clean operations

© Copyright 2003 CareerPerfect.com

MARTINEZ MILLER Page Two

Received consecutive Five Star Accreditations for “Best in Class” Restaurant Operations

2009, 2010

E D U C AT I O N & T R A I N I N G

Bachelor of Science (BS), 2009 – Present, Thomas Edison State College Trenton N.J

Hospitality Management to be completed April 2011

Associates of Arts (AA), City Colleges of Chicago, Liberal Arts Degree, Charleston Campus,

Chicago, IL

Awards and Honors

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Military Representative of the Year for Jacksonville Chamber of Commerce 2000

_______________________ C OMPUTER SKILLS

_ __________________

Windows Operating System, MS Word, Excel, Powerpoint, Internet

Professional Development Courses:

Certified ServSafe

Certified Master Training Specialist

Food Safety and Sanitation Instructor

Food Safety Supervisor/Manager Course

Mid-Entry Level Officer Training

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