Customer Service Manager

*

Jonathan C. McParland

**** ******** ** * *** Orillia, ON, L3V 6H3 705-***-****

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

Profile

I am a hardworking and conscientious individual with several years of management experience. I am

seeking a new and challenging position where my skills would be of value. I am looking to work for an

organization that encourages innovation; an organization that supports learning and growth opportunities

for its employees; and an organization made of a community of employees whose beliefs, core values and

work ethic make for a positive and exciting working environment. I am eager to leverage my talents for

maximum results, contributing to the success and growth of your organization.

Skills & Proficiencies

• Several years of management and supervisory experience in the customer service/hospitality

industry.

• Trained on employee coaching techniques and appropriate disciplinary procedures.

• Trained on all key Human Resources practices and procedures.

• Critical thinking, decision making and problem solving skills.

• Self-motivated, innovative and pro-active.

• Strong verbal and Communication skills.

• Strong time management skills

• Excellent reporting skills – a good understanding of how to compile and analyze data

• Proficient using word processors (Microsoft Word, WordPerfect); spreadsheets (Excel,

Quattro Pro); and presentation software (PowerPoint). Point of Sale software: Micros

and Positouch technology.

• Dedicated team player.

• Effective and well developed interpersonal skills.

• Skilled in analyzing business procedures, identifying strengths and weaknesses to implement

constructive change and development.

• Able to expand and adapt to changes within an organization.

• Certified in CPR, First Aid, Smart Serve, health and safety and WSIB.

• HRPA member and working towards CHRP designation.

Education

Georgian College of Applied Arts & Technology

2012 - 2013

Human Resources Management – Post Graduate Certificate

Georgian College of Applied Arts & Technology

2006 - 2008

Hotel & Resort Management - Diploma

2

Jonathan C. McParland

1817 Division Rd E RR3 Orillia, ON, L3V 6H3 705-***-****

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

Georgian College of Applied Arts & Technology

2003- 2005

Business Marketing

Line Cook

The Last Class Georgian College Pub, Barrie, Ontario 07/2012 - Present

• Assisted in the training/coaching of new and current employees.

• Team leader and team mentor for all employees.

• Strong ability to work under extreme pressure and tight deadlines.

• Effective team player who takes ownership in the work produced.

• Ensure the safety and proper training of all employees and

• Ensure that employees follow policies and procedures and direct as needed.

• Exceptional communication skills and customer service skills.

• High level of multitasking skills and leadership skills.

• Cooked and crafted all menu items with passion and pride every time.

Manager 06/2009 – 09/2011

Server / Expediter 11/2004 – 11/2007

Boston Pizza, Barrie, Ontario

3

Jonathan C. McParland

1817 Division Rd E RR3 Orillia, ON, L3V 6H3 705-***-****

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

• Managed a team of approximately thirty employees in a fast paced, high volume environment;

supervised restaurant operations in all areas including customer and vendor relations, balancing

budgets, inventory control, and purchasing to ensure maximum profitability and repeat business.

• Employed an efficient, high-energy and professional approach to restaurant management in order

to promote guest and employee satisfaction; as well, ensuring the profitability, reputation and

efficient daily operation requirements of the restaurant.

• Developed professional and friendly relationships with staff and guests.

• Maintained accurate excel reports of business inventory, sales, staff management, and staff

training.

• Assisted in recruitment efforts and trained/coached both new and experienced restaurant staff on

how to maximize performance levels.

• Created monthly developmental plans to motivate staff - directly increasing performance levels in

the restaurant.

• Organized pre-shift meetings in order to communicate any procedural changes, weekly/monthly

promotions and to check in with staff for concerns, questions and feedback; also, charged with

organizing marketing activities such as promotions and events to generate more business.

• Supervised the daily operations of kitchen staff to ensure quality of food, service standards and

proper sanitation, preparation and health requirements.

• Maintained weekly inventory to ensure the timely and cost-effective purchasing of food and

beverage.

• Analyzed, prepared and tracked sales budgets, consistently meeting weekly sales targets of

$60,000.

• Supervised the preventative maintenance and upkeep of equipment, facility, and grounds; as well

as maintained high standards of quality control, hygiene and health and safety.

Assistant Manager – Food and Beverage 04/09-10/09

Bartender 05/07-04/09

National Pines Golf Club, Innisfil, Ontario (Season Employment)

4

Jonathan C. McParland

1817 Division Rd E RR3 Orillia, ON, L3V 6H3 705-***-****

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

• Facilitated training for new and seasoned staff when required.

• Managed all customer complaints and requirements.

• Reconciled monthly food and beverage inventory – replenishing product where necessary.

• Supervised all front and back of house operations as well as staff scheduling on a weekly basis

ensuring necessary resources on the floor for maximum profitability.

• Responsible for opening and closing restaurant operations on a regular basis.

• Ensured that all employees adhered to the business’s strict uniform standards.

• Organized large groups of guests, assigning adequate staff to manage expectations and provide

excellent service.

• Advised customers on menu choices while recommending a complimentary wine choice.

• Ensured that all areas were clean and well stocked for daily and next day operations.

• Operated point of sale transactions on Micros technology.

5

Jonathan C. McParland

1817 Division Rd E RR3 Orillia, ON, L3V 6H3 705-***-****

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

References

Aiden Tulloch

Assistant Chef

The Last Class Pub & Grill Georgian College

6

Jonathan C. McParland

1817 Division Rd E RR3 Orillia, ON, L3V 6H3 705-***-****

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

1 Georgian Drive

Barrie, ON

L4M 3X9

(705) 309 - 2961

Christian Lauder

General Manager

Stone Gate Inn

437 Laclie Street,

Orillia, ON

L3V 4P7

(705) 329 – 2535

Ryan Goldenberg

Sales Representative

Transat Marine Ltd.

70 Ellis Drive

Barrie, ON

L4N 8Z3

(705) 730 – 3970

7

Jonathan C. McParland

1817 Division Rd E RR3 Orillia, ON, L3V 6H3 705-***-****

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

Contact this candidate