Manager Customer Service

Jose R. Lopez Jr.

*** *******, ****, ***** *****

Phone (512)738-7918cell

************@*****.***

OBJECTIVE:

To obtain and secure a permanent position within an organization, that will offer me the reward and satisfaction of utilizing my managerial and professional skills and experience to achieve goals for both the company and myself.

SKILLS

Customer Service & Relations, Employee Training and Development, Food Cost & Labor Control, Situational Leadership

L anguage Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, and ratios. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. EXPERIENCE:

Compass Group Austin, Texas February 2014 - Present Associate Director

Job Title: Associate Retail Director

Sector(s): Chartwells

Summary: M anage the food service operation, maintaining established costs and quality standards so as to ensure superior service and maximize profits. Supervisory Responsibilities: M anages 1 to 3 subordinate supervisors who supervise a total of 20 to 50 associates in the Retail Environment. Is responsible to assist overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities includes interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

Essential Duties and Responsibilities:

Executes short term and long-term financial and operational plans for the unit, which supports the overall objectives of the company.

Assist in-unit annual budget.

Monitors the performance of the unit through verification and analysis of customer satisfaction systems and financial reports. Initiates corrective actions. Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiates corrective action. Implements and maintains sales and marketing programs. Establishes and maintains a proactive human resource function to ensure employee motivation, training and development, wage/benefit administration and compliance with established labor regulations.

Establishes and maintains applicable preventative maintenance programs to protect the physical assets of the unit.

Maintains a security function, which protects both the assets of the unit and the personal safety of associates and customers.

Implements and maintains effective two-way communication systems which reach all associates.

Develops new programs, which result in an increased level of customer satisfaction and operational excellence.

Manages in compliance with established company policies and procedures. Oversees and participates in the preparation and service of food and beverage items in adherence to company food standards for preparation, presentation, sanitation and safety

(meeting HACCP and OSHA guidelines) and portion control. Plans/coordinates menus utilizing the appropriate company programs. Ensures timely meal service to all service areas. Supervises serving of meals. Responds to customer complaints in person at the time of the complaint or via e-mail for electronically received complaints. Inform senior management immediately all customer complaints. Duty may include the Daily Opening of the Retail Unit as well as the Closing of the Retail Unit. Manager’s schedule will be in shift rotation pending on business need. Trains associates in proper execution of their job duties. Determine work procedures, prepares work schedules, and expedites workflow. Utilize company systems for completion of required daily/weekly/monthly reports such as inventory, cash reports, production records, payroll/time-keeping, cash audits, CHAT, Trim Trax, pre-meal/service meeting etc.

Responsible for ensuring proper cash handling procedures are followed, drawer audits are performed, receipts/change funds/petty cash are balanced. Orders food and other supplies from the approved sources. Directs and participates in the overall sanitation and safety of the facility and employees in accordance with company and governmental agency standards. Develops sanitation schedule and ensures that food service associates adhere to the cleaning schedules.

Ensures that regularly scheduled CHAT sessions are held. Issues written and oral instructions.

Hires, trains, evaluates and discharges workers (discharges require the review of the supervisor).

Manages in compliance with local, state and federal laws and regulations. Maintain clean and safe work environment; ability to perform job safely. Chuy’s Comida Deluxe Austin, Texas September 2012 – October 2013 Floor Manager

● Train service staff to enhance customer service and increase profits through suggestive selling;

● Successful in hiring, motivating and retaining store personnel by creating a positive work environment;

● Maintaining food service equipment for the purpose of safe operating conditions;

● Managing in-house employees and driver schedules;

● Investigating and resolving food quality and service complaints, ensuring customer satisfaction and report business;

Krispy Kreme Doughnuts Austin, Texas September 2001 – September 2012 General Manager

● Purchasing food supplies and monitoring inventory and inventory costs;

● Ability to influence and mediate groups to establish resources, critical requirements, and action items;

● Increased sales by 3% through improved training;

● Reduced Labor Costs by 1% through focus on guest satisfaction and interaction

● Employee relations;

● Performance management and improvement systems;

● Employment and compliance to regulatory concerns and reporting;

● Provide leadership and vision to the organization by assisting the Board and staff with the development of long range and annual plans, and with the evaluation and reporting of progress on plans;

● Preparation of an Annual Report, Budgeting, and summarizing progress on short and long range plans;

● Skill set to include: forecasting, preparing and monitoring expenditures of operational budgets;

● Computer literate: Excel, Word, Calculator, fax, scanners;

● Liaise with Assistant Managers and Shift Leaders to oversee delivery/transport of all products;

● Supervised 40 plus employees in both Front and Back of the house;

● Received several awards as General Manager of the Year; Dairy Queen Austin, Texas August 1999 – September 2001 Manager

● Responsible for the development of all Assistant Managers and Staff;

● Training Manager for new store openings;

● Consistently meet 100% of assigned deadlines thru meeting required timeframes for daily reporting;

● Daily Cash Reconciliations and Daily Cash Deposits, Payroll, and all accounting;

● In charge of ordering new equipment and supplies for new store openings;

● Was part of the committee of menu development and procedures and implementation; Hammett’s Learning World Austin, Texas April 1998 – August 1999 Store Manager

● Promoted from Assistant Manager to Store Manager within a year;

● Increased sales and profit margin by 15%;

● Received award for Best labor percent drop vs. prior year;

● Received 100% compliance on 6 month inspection after promotion;

● Ordered, received, organized, displayed merchandise;

● Was voted to be Mall president for Board of Directors;

● Control sales and inventory movement to ensure profitability;

● Implemented a sales and display merchandising program to foster a maximum gross profit potential;

● Managed day to day operations overseeing departments;

● Respected the integrity of company culture, diversity and customer service;

● Worked with the local schools to help provide them with the tools they needed; COMMUNICATION SKILLS

Excellent communication skills teamed with the ability to develop rapport with employees and peers. Poised and confident in dealing with individuals of all levels. Dedicated to building highly motivated team aware of their role in improving productivity and quality. COMPUTER PROFICIENCY

Microsoft Windows, Microsoft office (Word, Excel, Outlook, Internet Explorer), Email (Google, MSN, Yahoo, AOL), Text, Email Customer Service.

Certificates, Licenses, Registrations: S ervSafe certified; Alcohol ServSafe Certified. EDUCATION

● (1988) Graduated from Del Rio High School in the top 15% of class

● SWT JR College – 1989-1990

● Austin Community College (1990-1991)

PROFESSIONAL EXPERIENCE

● Delivery Driver Supervisor – Mr. Gattis 1 Year

● Retail Store Manager – Hammet’s Learning World – 1 Year

● General Manager – Taco Cabana – 7 Years

● General Manager – Dairy Queen – 2 Years

● General Manager – Krispy Kreme – 10 Years

● Front Of The House Manager – Chuy’s Comida Deluxe – 1 year

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