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Manager Customer Service

5000 usd
November 14, 2018

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Nakasero Road, Building *, Nakasero Flat 11A1, Kampala, Uganda, +256-***-***-***,

Job Targets:


My abilities are fully expressed in the duties listed on my resume as I grew in the working environment. I have looked after 10+ stores in 4 countries in the middle east, from Kuwait, Lebanon, Qatar and Bahrain as an area operations manager.

Skilled in multi-functional team collaboration with all operation departments while guiding up to 350 staff in driving and maintaining sales and cost savings while still providing world class customer service and maintaining an upbeat work environment. Technically-savvy and driven to succeed, Improvements that jump-start productivity, increase customer base, In-depth understanding of restaurant operations, sales and H.R. initiatives with a cost-conscious approach while maintaining the pinnacle in top-quality service and product. Recognized as a key liaison between client and company based on talent for quickly earning client and staff’s trust, confidence and respect. Full understanding of new store openings from planning, procurement, shopfitting and final store setup for trade, recruitment, training, and opening.

Above average knowledge of Microsoft Office, Pilot and Micros software programs. Fluent in both English and Afrikaans and little understanding in Dutch. A respected leader and a strong proponent of team-concept management, identifying staff’s unique talents, and motivation project teams to realize their optimum potential. Strong time management and organization skills.

I know that I would be a great benefit to your company and together we would achieve all the goals we set out together.


* Multi-Site Operations Management * Menu Development and Costing

* P&L Accountability, Expense Control & * Purchasing & Procurement

Month End Reporting

* Goal-Setting & Attainment * Analysis & Problem Resolution

* Employee Training, Coaching & Empowerment * High-Impact Presentations

* Budget Formulation & Administration * Policy & Procedure Documentation

* Workflow Planning & Prioritization * Key Performance Indicators

* Supply Chain management, Documentation * Vendor Selection & Negotiations

* Change Management & Staff/Culture * Food Cost Control & Action Planning

Integration * Health & Safety Compliance

* Store Opening from planning to Procurement

to store layout and final signoff with the contractor.


SCHOOL President Steyn High YEAR 1998 GRADE 12 SUBJECTS English Afrikaans Mathematics Science Accounting Business Economics


COMPANY KFC (South Africa) YEAR 2005 CERTIFICATE Developing Champions (Basic Restaurant Management)


Managing 10+ stores across 4 middle east countries (Kuwait, Lebanon, Bahrain and Qatar)

Managing 10+ stores across 2 African countries (Kenya & Uganda)

Opening new store in new market (Lebanon)

Full planning, Construction oversite and final setup of 4 New Stores

Budget Planning and controlling of P&L to achieve targets

2 Franchisees I work for achieved “Franchisee of the year” while I worked for them

Developing Succession Plan in last position that saw (3 Years):

3 Restaurant Managers move into Area Manager Roles

6 Assistant Managers Move into Restaurant Manager Roles

5 Supervisors Move into Assistant Manager Roles

12 FOH & BOH staff move into Supervisor roles

Involved in menu development of new Menu items and new LTO.

Part of the full development of the new Beverage Menu development and roll out.

Maintaining a stable food cost throughout the year that reduced every year.

Insuring that all Operational policies and standard operating procedures are followed and improve areas of concern.

Ensuring a positive working environment with an open-door management style with clear and updated feedback to all employees to ensure objectives and targets are known and we all work towards one goal.

Constantly developing myself and updating on market trade and competitors to ensure we stay up to date and meet customer needs and expectations.


Period Aug 2018 – Current (Contractual 5 Month)

Company Café Java’s (East Africa – Kenya and Uganda)

DESCRIPTION Restaurant Brand A la carte

POSITION Multi Unit Brand Operations Manager

Duties Job Responsibilities:

Key Performance Elements/Essential Functions:

Daily restaurant visits to evaluate operations, the talent, and guests experience in line with company standards

New Store Opening (Design, Planning, Procurement and Final setup and opening.)

Manage and improve operating standards, consistent from restaurant to restaurant

Focus on Standard Operating Procedures (SOP).

Supervise new restaurant opening processes

Create business development plans for underperforming restaurants

Hold teams accountable to profit goals and operational objectives

Facilitate change and implementation of initiatives at restaurant level

Evaluate corporate reports to maximize operating results

Essential Competencies:

Leadership: Coach and develop people, build talent pool

Interpersonal: Leverage individual and cultural diversity, build relationships

Communication: Foster open communication, write effectively

Motivation: Drive for results

Self-Management: Adaptability, inspire trust, career, and self-development

Thinking: Drive execution, manage and improve processes

Strategic Management: Analyze issues

Business Knowledge: Industry knowledge


Track theoretical food costs weekly and reconciles

with restaurants

Project labor targets weekly based on sales hours

Review monthly income statements with GM for all restaurants

Provide training and support to maximize profitability focusing on food costs, labor costs, repairs &maintenance, utility management

Training & Development:

Development and implementation of the Restaurant Manager training program

Identify succession plan for existing management team

Conduct needs analysis of the program

Formatting new training tools and material

Communicate with Restaurant Managers to establish participants training skill level

Coordinate and generate all management trainee training schedules

In-Restaurant training reviews of trainees

Evaluation of current training programs in order to offer the most effective and cost-efficient training possible

Provide feedback and suggestions to improve current training programs

Develop tools and methods to measure training results


Updating of all related Manuals

P&L, inventory instruction

Focus on required paperwork (P&L, 30/60/90-day Training follow-ups, HR related forms, etc.)

Hold weekly Managers meeting

Quarterly goals and objectives, broken down monthly.

Immediate Tasks:

Provide supervisory management, leadership, and support for Café Java’s restaurants to increase sales and profitability focusing on standards, compliance and customer service.

Directing the work and development of restaurant management daily

Establishing operational goals for each restaurant in conjunction with store management including P&L management (labor management, margin management, food costs);

Monitoring financial and operational results, ensuring that each restaurant is operating within specified guidelines for customer service, food preparation, staff & management training and development;

Conducting spot checks and audits to ensure proper handling of inventory, equipment, and cash receipts;

Monitor daily KOT times and provide corrective actions for underperforming restaurants

Implementing marketing programs; and developing, and implementing local marketing, advertising and promotional efforts

Providing development training and growth and of the management team

PERIOD Oct 2014 – July 2018 COMPANY M.H Alshaya (IHOP)

DESCRIPTION Multi Franchise Owning Retail and Restaurant Company

POSITION Multi Unit Area Operations Manager

DUTIES Accountable the day to day operation and overall performance for all IHOP company restaurants in Kuwait, Bahrain, Qatar and Lebanon. Focusing on Profit &Loss management, cost controls, strong Guest Service. Restaurant operations, product knowledge, training and growth of the management team, manager scheduling. Implementation and follow-up of human resources development to ensure a superior guest experience in IHOP restaurants to drive higher restaurant revenue and profitability. Encourage and promote an open exchange of information. Communicate in a professional manner – written, verbal, chooses correct format for messages. Achieve results through and with others, measures successes in terms of results achieved.

REASON FOR LEAVING Found New Opportunity in Bahrain

PERIOD March 2010 – Sept 2014 COMPANY Role Hospitality Specialist Advisors

DESCRIPTION Hospitality Advisors

POSITION Field Operations Management Executive

DUTIES Full Operations duties (In Short)

Financial Planning & Control Marketing & Social Media Financial Budget & Operations Stock Ordering & Control General Management Duties

REASON FOR LEAVING Found Better Opportunity in Kuwait

PERIOD May 2007 – February 2010 COMPANY Cape Town Fish Market Restaurant DESCRIPTION Franchise Restaurant POSITION Multi-Unit General Manager DUTIES All Financial Control Payroll, HR and Administrative Duty’s Stock Control, Ordering and Receiving Daily operations and Standards Customer Relations, Marketing and Social Media

REASON FOR LEAVING Looking for a better job opportunity

PERIOD May 2004 - April 2007 COMPANY KFC (Kumnandi Food Company)

DESCRIPTION Fast Food Restaurant (Franchise) POSITION General Manager DUTIES Customer relations Staff management Stock management General management duties Administrative duties Ensure that all franchise requirements are met REASON FOR LEAVING Better job opportunity

PERIOD February 2000 – April 2004 COMPANY Stones DESCRIPTION Entertainment venue POSITION Senior Manager DUTIES Stock management Administrative duties Customer relations Staff management REASON FOR LEAVING Relocating to Johannesburg

PERIOD February 1997 – April 2000 COMPANY Barney’s Pub & Grill DESCRIPTION Restaurant and Pub POSITION Manager DUTIES Stock management Administrative duties Customer relations Staff management REASON FOR LEAVING Better work opportunity


M.H Alshaya Company – IHOP

Luis Comas (Vice President – Casual Dinning)

Cell: +965-****-****



Ronny Ferreira

Cell: +965-****-****



Willie Pretorius (Owner) Cell: 082-***-****


KFC (Kumnandi Food Company)

Johan Coetzee (Regional Manager)

Cell: 082-***-****



Dirk Bloem (Regional Manager)

Cell: 083-***-****


Luhan Pretorius (Manager)

Cell: 084-***-****

Contact this candidate