Customer Service Manager

Highly experienced training and operations professional that

possesses superior computer skills; Self-motivated team-player who

is an innovative and energetic professional; Possessing excellent

organization and project management skills; Expert time management

and negotiation skills with the ability to interact and communicate

effectively with all levels of personnel.

Accomplishments

Responsible for implementing training program for more than 500 restaurants

across Canada

Participated in more than 43 new restaurant openings in Canada and the

United States

Responsible for Training more than 3500 team members across Canada and the

United States

Assisted 35 Restaurants across Canada improve Customer Experience Index by

25% or more

Raised customer service scores by more than 17%

Reduced management turnover to 19% from 32%

Increased operating margins by 57% in one fiscal year

Attained 67 straight weeks of positive comparable growth same store sales

year over year

Professional Experience

Business Development Consultant

2011-Present

Extreme Pita

Mississauga, Ontario

. Support new franchisees in new restaurant openings

. Act as liaison between the Restaurant Support Centre and the Franchisee

Group

. Consultant for Franchisees for improved operations and profitability in

GTA and Atlantic Canada

. Provided training support for Franchisees

National Operations Support Manager 2006-2011

Quiznos Canada

Toronto, Ontario

. Created and implemented training programs for Corporate Operations teams

and Franchise Owners

. Responsible for managing National Rebate Program

. Responsible for creating, training, and tracking results of Restaurant

Assessment tools

. Responsible for updating and revising Canadian Operations Manual

. Cross Canada training and Calibration of Area Management Teams

. Cultural Change Agent to improve relationships between Corporation and

Franchise Owners

. Conducted high impact visits assessing operational excellence

Office Manager

2004-

2006

Trew Audio

Toronto, Ontario

. Responsible for all administrative functions

. Co-ordinated travel and accommodation for all personnel.

. Conducted one-on-one and group training facilitation.

. Responsible for all HR functions and Benefit Administration.

. Wrote Policies and Procedures Manual to provide structure.

. Implemented customer service procedures.

. Instrumental in Start Up of Canadian Branch

General Manager Corporate Training Centre 2000-2004 Boston Pizza

Mississauga/Oakville, Ontario

. Participated in the opening of restaurants for 22 Franchisee Groups

across Canada and into the U.S.

. Trained management and staff on the policies and procedures outlined by

Boston Pizza International

. Instructed all levels of management in profitably managing a Boston Pizza

. Improved the profitability of the Corporate Training Centre through

adherence of policies and procedures coupled with aggressive marketing

strategies

. Assisted Franchisee in improving operations in preparation of resale

Restaurant/Bar Manager 1998-2000

The Flying Dog Restaurant and Billiards Bar

Waterloo

. Developed guest service training programs for all levels

. Conducted one-on-one and group training facilitation

. Wrote Policies and Procedures Manual to provide structure

. Improved food sales by 57% over previous year

. Improved guest service standards

District Manager 1994-1998

Blockbuster Video Canada Ltd.

Toronto

. Successfully increased customer service standards throughout 11 locations

by initiating corporate community involvement and retraining of staff on

providing quality customer service

. Maintained high operational standards through quality performance,

consistency, policy and procedure compliance and store merchandising

. Cultivated and increased sales in all 11 locations

. Through selection and management development, successfully advanced

candidates to fill positions at all levels of the company

. Projected a strong interpersonal effectiveness in subordinate, peer and

cross-functional groups

Server 1991-1994

The Olive Garden

Toronto

Director of Operations 1990-1991

Canadian Flagship Lines

Toronto

. Successfully developed and implemented several sales promotional programs

resulting in increased sales

. Designed and delivered customer service training programs for all levels

of staff. Responsible for the day-to-day operations of two Hospitality

Yachts

. Trained and developed Hospitality Management staff to manage people and

achieve quality with bottom line results

District Manager 1982-1990

Taco Bell Restaurants

Toronto

. Created the Open/Close Chapter of the Corporate Training Manual

. Responsible for training and developing all Management within the

District

. Facilitated training seminars located at the Corporate Training Centre

. Coached and developed management for further advancement within the

company

Professional development

Train the Trainer

Targeted Selection

Interaction Management

Managing for Productivity

Getting Things Done: Time Management

Formal Education

Business Administration. Ryerson Polytechnical Institute. Toronto,

Ontario

OSSHGD Stratford Northwestern Secondary School. Stratford, Ontario

Interests and Activities

Cycling, Hiking, Standardbred Horse Racing (preparation)

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