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Manager Customer Service

Mills River, North Carolina, 28759, United States
May 22, 2010

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*** ******** ****** **** ********, NC 28732 828.***.****

Capabilities Profile . . .

Leader who is loyal, determined, cost conscious, confident, accountable, and contributes to the bottom

line by improving operations and profits, pinpointing problems and creating solutions, enhancing the

customer’s experience, and developing and optimizing systems in:

Operations Management Training and Development Organizational Growth

Multi-Unit Responsibility Management/Customer Service Strategic Planning

P&L/Budgets/Cost Control Time Management Skills New Concept Implementation

Business Analysis Program Creation/Planning Coordination/Reorganization

Critical Decision Making Team Building/Coaching Policies/Procedures

Complex Problem Solving Employee Relations/Retention Fast-Track Expansion

Selected Achievements . . .

• Pinpointed problem and created solution reducing wine cost by 27% after developing

procedures to improve inventory tracking and ordering; dropped liquor cost 5% and saved additional

2% of cost by implementing waste tracking list.

• Rescued almost 20% of sales from initial opening after sales started to slide due to initial

excitement and newness of restaurant wearing off by sponsoring some school events as well as

contributing donations to local causes and fundraisers.

• Improved guest satisfaction from 80% to 93%, decreased labor costs 3%, and streamlined

operations; decreased beverage costs by 6% after setting up new management system unifying

room service, sport’s bar, NY style deli, and fine dining restaurant to be on same page.

• Generated profit for first time in nine years after converting 40-seat restaurant to 70-seats by

developing and reorganizing reservation system resulting in 30% increase in guests served in same

timeframe and weekend and weekday sales revenues jumping by 40%.

• Decreased and maintained management turnover to 10% per year for six straight years while

facing plans to develop different territories and opening four new restaurants in 12 months.

• Led and supervised over 800 employees in 11 restaurants covering a 100-mile radius territory

while raising mystery shop scores to consistently stay over 90% for last three years.

• Coached and promoted assistant manager to general manager, youngest GM, who excelled to

second best scores in food cost, labor cost, mastery shops, Fan Track, and food safety audit.

Experience . . .

Regional Manager, Mobetter Management, Asheville, NC 2000 to Present

Mortgage Loan Specialist, First Decision Mortgage, Asheville, NC 1999 to 2000

Gabrielle’s Dining Room Manager, Richmond Hill Inn, Asheville, NC 1999 to 2000

Department Manager, Radisson Hotel, Asheville, NC 1996 to 1999

Education . . .

B.S., Management, University of North Carolina, Asheville, NC 1998

A.S., Hotel-Restaurant Management, A-B Technical Community College, Asheville, NC 1996

Agricultural Mechanics, Josip Juraj Strossmayer, Vinkovci, Croatia 1992

Management Development Diploma, National Restaurant Association 1994 to 1996

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