Manager Customer Service

Mario Joseph Conte ac5mzs@r.postjobfree.com

***** **** *** **** *****, FL 33624 813-***-****

Summary of Qualification

Executive leader with 20 years of management experience who is always striving for innovation as a goal-driven professional with experience in culinary and hospitality management. Strong knowledge of culinary and operations management skills as well as convention services, event planning and corporate policies/procedures. Proven track record of success in consistently maintaining high client satisfaction, profitability, and top operational performance. Forward thinking for a diverse and thriving culture via long-term brand planning; consumer insights to drive decision making; constant learning; craftsmanship of food and beverage that is the best in class, on trend, and profitable for the organization; and firm grasp for how important integration of technology is to a growing business. Outstanding intellect, excellent analytical capability, and acute business acumen to define brand and lead the organization behind a shared vision. Extensive experience in hiring, training, and developing superior management candidates.

Exceptional Interpersonal and Communication Skills – Excellent in promoting confidence and maintaining long-term business relationships while successfully interfacing with people from diverse backgrounds and cultures.

Problem Solving – Proven ability to troubleshoot and develop creative as well as innovative solutions to business challenges. Successfully manages change for improved performance and greater team efficiency.

Work Ethic and Professionalism – Solid professional standards and an excellent track record of dependability. Maintains focus on achieving bottom-line results while ensuring guest satisfaction via customer service.

Professional Experience

GCS Ventures, Inc. Tampa, FL / Clearwater, FL

General Manager of Operations Outlet 2008 – Present

Work with the Area Supervisor in the operation of a $1.2 million outlet. Turned a $950K outlet into one of the company’s most profitable. Played a key role in securing excellent evaluations from corporate visits.

Responsible for the accounts receivable and receipts for the daily operations and keeping them within company standards. Garner high marks on evaluations for being most consistent with food and labor costs.

Secure catering customers and oversee all aspects of their satisfaction with catering services provided.

Recognized for being well-versed in beverage cost and control in our World of Beer outlet in 2012.

Developed several management candidates. Raised sales in outlet by local store marketing/promotions.

Strategically lead all of the company's operations – building, managing, mentoring, and leading the operations team while fostering an entrepreneurial environment and driving the company's culture.

Experience in balancing the needs of both internal and external stakeholders (team members, guests, and managers) – driving initiatives to achieve those goals within the financial objectives of the business.

Provide steadfast leadership in launching new brands regionally – setting up infrastructure and regional footprint for business growth in multiple geographies with several other business partners.

Sustain and enhance customer-first culture with a heavy emphasis on accountability and performance.

Leverage substantial knowledge to maintain full compliance with organizational rules and procedures.

Responsible for building a collaborative and communicative work environment between management and staff – leading of training, identifying areas for improvement, and streamlining operational processes.

Identify and prepare development plans for employees. Support discussions and transfer best practices throughout the different functions within the organization that related to area operations of outlets.

Establish and implement policies, goals, objectives, and procedures while creating, managing, and analyzing performance data and other analytic information to ensure effective capability building.

CKE Enterprises d/b/a Hardees Restaurants Tampa, FL

General Manager of Operations 2005 – 2007

Acted as sole manager with direct responsibility for all monies, receipts, and all accounts receivables.

Served as human resource director for outlet – performing all hiring and human resource duties. Management recognized by receiving the highest evaluation at this outlet in the history of the company.

Played a key role in setting up catering account for outlet, which led to companywide catering accounts.

Recognized for being personally responsible for helping raise annual sales in the outlet by five percent.

Demonstrated ability for growing corporate and franchisee value by consistently streamlining operations, and thus improving operating and financial results to exceed the brand's peer group.

Made substantial contribution in long-term planning and initiatives to attain operational excellence.

Boston Market Corporation St Petersburg, FL

Manager of Operations 2002 – 2005

Worked in four Pinellas County locations and became very versed in the area while serving as catering liaison for the Area Manager. Supervised a staff of up to 30 people, including management positions.

Successfully acquired several national catering accounts for company. Coordinated with General Manager to form a team of sales. increasing tactics that raised sales for outlet by 5% all within a month.

Utilized expertise in obtaining established goal two weeks earlier than projected, where the outlet reached many goals set out by management team under limited time and within a set budget.

Hired, developed, and evaluated management talent to maintain an adequate team to meet turnover, succession, and growth needs. Ensured readiness of top talent as a foundation to support rapid growth.

D.F. Flynn Enterprises a franchisee of Burger King Somers Point, NJ

General Manager and Assistant Director of Operations 1998 – 2002

Promoted to General Manager after a year of hire. Worked in all thirteen outlets within the company where assistance was needed. Earned several awards of merit throughout employment history with company.

Handled administrative functions for the Director of Operations of the Company. Established reports to track problems and assisted in development of detailed business plans to improve company operations.

Assisted in preparing contracts and sales proposals for owner of the company from outside vendors.

Education

Hillsborough Community College Tampa, FL

A.A.S. in Culinary – Hospitality Management 2010 – 2012

Concentration in Catered Events, Convention Services, Event Planning, and Hotel Operations

The Academy of Culinary Arts – Atlantic Community College Mays Landing, NJ

College Credit Certificate 1987 – 1990

Concentration in Culinary Studies and Restaurant Management

Affiliations

Member of Hillsborough Community College Hospitality Commission

Member of American Culinary Enthusiasts

Member of National Restaurant Association

Certifications

Serve Safe Certified Food Handler, Manager, Teacher and Proctor (duel) certification

and cultivating high performance teams who are focused on providing customer service in fast-paced environments.

Affiliations

Member

Recognized as a visionary leader and fast-learner with well-defined negotiation, communication, presentation, analytical, and prospecting skills. Proactive manager who emphasizes teamwork and inspires employees to reach established company goals. Equipped with a strong ability to build long-term productive relationships, resolve complex issues, handle sales processes, and win customer loyalty.

Objective

Enthusiastic, ambitious, and highly organized professional with over 30 year of experience in the restaurant industry. Seeking for an area district manager as well as consulting positions.

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