Customer Service Quality Control

William Mahoney

Email: *********@********.***

Address: *** ******* **.

City: Hatboro

State: PA

Zip: 19040

Country: USA

Phone: 215-***-****

Skill Level: Management

Salary Range: $72,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

WILLIAM F. MAHONEY

624 Preston Lane * Hatboro, Pennsylvania 19040 * *******@*****.***

215-***-**** (Cell)

PROFILE

Hardworking and accomplished Hospitality and Retail Industry Professional seeking to leverage extensive hands-on experience in building, revitalizing and/or optimizing a company`s food service processes, business development and marketing strategies to increase productivity, enhance customer satisfaction, and improve cost-effectiveness.

AREAS OF EXPERTISE

* Solid understanding of business flows and processes, with strengths in identifying opportunities, recognize unmet customer needs, and executing creative consumer-driven solutions

* Strong interpersonal skills with proven ability to lead and provide effective performance management feedback that motivates, retains and encourages professional development

* Proven ability to think and work strategically in an environment of constant change

* Ability to manage multiple projects with tight deadlines in a fast paced environment

* Ability to multi-task and be very detailed oriented

* Excellent organizational skills and time management skills

PROFESSIONAL EXPERIENCE

WAWA FOOD MARKET - Pennsylvania 2005 to 12/2012

Fuel Store General Manager

Supervises the day to day task assignment for and performance up to fifty customer service associates and up to seven management associates. Mentor, coach and train other GM`s in region.

Ensures a pleasant shopping experience for all customers, responds to customers complaints or inquiries and solicits customer feedback and input. Manages all matters relating to associates and store team - recruiting,

hiring, training,coaching, and performance management. Ensures execution of established safety, security, quality and store operations policies, procedures and practices. Analyzes results and trends and prepares action plans to leverage the store`s strengths and address the areas of opportunity. Plans and prepares work schedules and coordinates daily assignments and activities of associates. Ensures profitability. Executes strategy through planning.

LOCHEL`S RESTAURANT - Hatboro, Pennsylvania 2003 to 2005

Consulting / Management

Recruited to establish and manage operations for startup restaurant providing breakfast and lunch service, with 15 employees and $.5 million in annual revenues.

Direct overall back-of-the-house operations, including, administration, P&L, staffing, training and development, scheduling, menu development, purchasing, inventory control, food production and presentation, and quality control. Ensure adherence to OSHA regulations, and health and food safety procedures. Coordinate and manage catering operations for special events. Source and select vendors, negotiate terms and conditions, and implement vendor quality standards. Coordinate license certifications.

Key Contributions:

* Increased profitability, and met annual sales projection for first and current year.

* Designed kitchen configuration, developed operating standards, policy and procedures for employees, menu development, and table service.

* Created and implemented methods to improve efficiency and guest satisfaction.

* Built excellent rapport with customers resulting in repeat business and strong referral base.

SPRING HOUSE CAFE - Glenside, Pennsylvania 1999 to 2003

Owner

Purchased and renovated existing neighborhood restaurant providing breakfast and lunch menu, and high-volume delivery service with eight employees.

Planned and managed all pre-opening activities, with focus on marketing and business development initiatives. Directed front- and back-of-the-house in all aspects of restaurant and catering operations including menu planning, recipe development, food preparation, and events management. Controlled equipment, food, and beverage purchasing, inventory, receiving and food/labor costs within operating budget. Developed and trained all employees. Increased sales and revenue each year.

MUG SHOT CAFE - Philadelphia, Pennsylvania 1992 to 1999

Owner

Full-service bar and restaurant specializing in American cuisine, offering lunch and dinner for seating capacity of 68, and employing a staff of 12 people.

Full operating and P&L accountability, including budgeting, staffing, training, kitchen operations, purchasing, inventory management, menu planning, customer service functions, and quality control. Booked entertainment, directed tournaments to increase sales, and coordinated and directed both on- and off-premise catering operations. Increased repeat clientele through the use of quality control methods and interesting menus. Established rapport and built relationships with customers through attention to detail in defining needs, and providing service and solutions. Successfully trained employees in quality-based service.

Reference:

Anthony Bailey, Area Manager Wawa Food Market (cell ) 609-***-**** (home) 609-***-****

Ron Christenson, Area Manager Wawa Food Markets (cell) 215-***-**** (home) 215-***-****

EDUCATION

JOHNSON & WALES UNIVERSITY - Providence, Rhode Island

Associate of Science Degree in Culinary Arts

Honors: Academic Scholarship, Philadelphia Chapter 4-H Club

Earned Chef Apprenticeship with 4th-Ranked French Chef, Christian De Vous

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