Customer Service Manager

Khaled El Dalaty

BUSINESS MANAGEMENT

Mississauga, ON

************@*******.*** - +1-647-***-****

Successful leadership experience in multi-site business operations, restaurant management, start-up

strategies and human resource initiatives in multinational, consumer-oriented environments. Proficient as a

top team leader and business driver in all aspects of new business development, process development, cost

controls, oversight of cross-discipline staff and timely delivery of multi-projects.

Ø Effective development and implementation of successful training plans and positive restaurant operations

with a confident approach; prompt delivery of high-growth revenue results.

Ø Solid expertise in negotiating and executing complex contracts and agreements with top management,

major vendors and key decision-makers.

Ø Self-motivated to achieve peak performance, penetrate competitive markets, maintain optimal quality and

meet aggressive business objectives.

Ø Highly skilled in food service operations, menu planning, inventory control, facility safety, production

planning, cost controls, promotions and vendor relations.

Ø Multi-tasking talents in team building, resource allocation, organization, needs analysis, regulatory

compliance and attention to detail.

Ø Extensive exposure to cross-cultural dynamics and multinational practices throughout the Middle East.

Fluent in Arabic and English; proficient in French. Lebanese Citizen.

WORK EXPERIENCE

Business Manager

Dunkin Donuts, Froots and Fresh Express - Muscat - January 2008 to January 2014

In charge of all aspects of business operations, including HR, food service production, quality control, supplies

ordering and facility maintenance, for the lending provider of brand distribution and retail management solutions

in Oman. Key participant in formulating guest surveys, achieving optimal customer satisfaction and organizing

community events. Act as company representative in major negotiations with 3rd parties and Dunkin Donut

principals. Establish and track key performance metrics, market trends and cost controls.

Ø Facilitated the smooth launch of 15 Dunkin Donut stores within 2 years; also set up a new in-house unit

(Fresh Express) that generated $1 million in first year of operation.

Ø Achieved and maintained 12% in business growth year over year.

Ø Applied for and earned full HACCP certification to support ongoing business expansion.

Ø Active member of the new launch team for Enhance C-Stores (Omart); also member of the internal Social

Media Committee.

Restaurant General Manager

Fuddruckers - Dubai - March 2006 to January 2008

Hired to open up, staff and operate this 100-seat location for this leading industry leader in retail food service,

catering and franchise operations. Conducted promotional and marketing campaigns. Handled all levels of

supplies ordering, policy development, customer service, problem solving and query resolution.

Ø Efficiently planned, organized and administered the entire opening process within 45 days.

Ø Chosen to help with refurbishing and reorganizing operations at different regional restaurants. Ø

Ensured full compliance with industry regulations, hygiene standards and safety requirements.

Location Manager

Hardee's - Lebanon, ON - September 2003 to February 2006

Directed all food preparation, restaurant operations, customer service, quality control and regulatory

compliance at this location for this multinational group with a network of 1,500 restaurants that encompassed

8 of the world’s most recognized brands – KFC, Pizza Hut, TGI Friday’s, Hardee’s and others.

Ø Piloted a complete restaurant renovation and reached highest growth levels.

Assistant Manager

Pizza Hut - December 2002 to July 2003

Supervised a 20-person team in all food service operations at this 100-seat restaurant.

Ø Maintained and updated detailed reports and files on inventory levels, vendor agreements, regulatory

requirements and equipment safety.

Assistant Operations Manager

Al Wazzan Catering Services - Dubai - August 1996 to March 2002

Responsible for coordinating a full range of food service, budgeting and cost control functions in start-up and

existing market spaces in the Middle East.

Ø Played a key role in opening and staffing 5 Pizzaland restaurants in UAE, 3 in Oman, 1 in Beirut and

1 in Syria.

Ø Participated on the opening team for a food court in Qatar that included 5 different restaurants and a

unique coffee shop brand.

Ø Guided the launch of a new catering initiative for the 3 largest cafeterias at Beirut University.

EDUCATION

E-MBA in International Business

Corllins University

2012 to 2013

Diploma in Food and Service Technology

Dekwaneh School of Hotel Management - Beirut

July 1995

College Des Frères

June 1991

SKILLS

Food Service Operations w District Training & Development w Strategic Planning w Relationship

Building w Start-Up Operations w Key Performance Metrics w Cost Controls w Business Analysis

w Team Leadership w Business Savvy w People Management w P&L/Budgeting w Process

Improvements w Competitive Analysis w Employee Relations w Operations Management w

Recruiting w Team Motivation w Program Implementation w Interviewing w Staff Management w

Shift Scheduling w Customer Service w International business

ADDITIONAL INFORMATION

Completed numerous courses and workshops in Train the Trainer, HACCP, 360 Feedback, customer service,

food safety & personal hygiene, management principles and related topics.

* Attended many international seminars and conferences through Dunkin Donuts.

* Proficient in MS Office Suite, Micros/Aloha/AMWS/Omega and related applications.

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