Customer Service Manager

Ajay Singh Page

Ajay S Rajput

** ********** ****, ********, ** L9K 0H1

1-289-***-**** ****.*.******@*******.***

Operations – 22 years of experience in the retail services industries with 13 years in the large volume multi-unit operations.

Proven track record in:

Multi-unit Operations P & L and Budgeting

Strategic Planning Design & Construction

Succession Planning Talent Management

Project Management Training and Development

Motivated leader and coach, with a passion for people development and brand building.

Splitsville entertainment/Pladium-Lite

General Manager June 2013 – Nov 2013

In charge of the daily operations of a family entertainment center (operations of 3 million), P&L/financials, operations capex, personnel management (50 plus hourly employees and five salaried managers), marketing, training & development, risk management, budgetary and inventory controls, customer services and other requirements, which impacted center operations. Proven ability to turn around under-performing programs to create highly profitable programs through marketing, training and partner relationships. Increased business in food & beverage by 4%.

Effectively marketed the location to the community by running charity and fundraiser events, used local radio station through Corus Entertainment (AM 900 CHML, FM Fresh 95.3 and FM Y 108) to promote center services, identity to amenities. This included participating in local groups to develop excellent community relations to increase customer traffic to the bowling center. Transformed existing games room to Pladium-Lite in calibration with the owner, creating virtual integration model through Cineplex Starburst Inc, and value perpetuity for the customer.

Maintained assets of the company to ensure quality levels of customer service and safety compliance. Managed employees to incorporate company HR guidelines to ensure government regulation compliance (WHIMS and OH&S).

Effectively managed operational aspects of area of responsibility to ensure profitable performance. Responsible for total center profitability and directed all activities related to customer service, merchandise flow, center maintenance, expense management, risk prevention, human resources and sales support functions. As delineated;

* Responsible for all day to day operations of the center, front of the house/ back of the house operations;

* Developed ideas and promotions to generate and elevate sales;

* Handled daily and monthly inventory and vendor relations to ensure timely and cost efficient procurement of food, beverage, liquor, and small wares.

* Created and followed up on employee performance evaluations to increase productivity and reduction of turn over;

* Held weekly Management meetings with management team to discuss weekly results and action planning (macro to micro);

* Developed and rolled out new menu incorporating more cost effective items to increase overall revenue;

* Initiated program that standardized employee training and led to increase in customer satisfaction;

* Reduced and controlled expenses by managing vendor pricing and in depth product price analysis;

* Opened and closed the center;

* Took all decisions regarding the center and ensured the owners were kept apprised on every decision.

Cineplex entertainment LP

Director Food & Beverage, Field Operations Mar 2008 – May 2012

Regional Manager – North East Ontario and South West Ontario Oct 2005 – Feb 2008

Regional Training Manager – Central Canada Jan 2005 – Oct 2005

Manager Mar 2001 – Jan 2005

Responsible for operations of 250 corporate restaurants, 130 gaming and 16 licensed lounges portfolio wide, under the CineScape, Playdium, Xscape, Cineplex Odeon, SilverCity, Colossus, Coliseum, Scotiabank and Galaxy banners with sales in excess of $291.6 million. Concession Profit Per Patron (CPP) grew 3.3% to a record high of $4.41 during the 2011 year, the highest CPP of any major circuit in North America, up $0.14 from the previous record of $4.27 achieved in 2010, and having reported continuous growth in CPP for the past five years. The Cineplex F&B business ranks as the 25th largest enterprise in Canada.

Achieved operational excellence by developing annual operating plan. Overhauled and developed policies, procedures and processes in transforming the company’s food service and gaming business. Managed and developed administration relationships with branded partners. Invigorated core concession and restaurants through a new operating system that resolved throughput and speed of service using Six Sigma. Developed concepts/designs to mitigate labor and improve efficiencies in execution using Six Sigma. Hands-on experience with Restaurants, Design & Construction, project-lead with a wide variety of business applications in the portfolio. Identified food service solutions for new build and retrofit programs.

Expanded implicit capacity and improved marketing and merchandising with an enhanced focus on planning and execution. Improved transaction averages through strategies that increased basket size and neutralize the impact of product discounts. Enhanced food service beyond core concession through a rationalization of the Restaurant Business Outlets (RBO’s), VIP Licensed Lounge and proprietary concepts, drove value through the introduction of revised business metrics and enhanced reporting tools for the field. As delineated:

* Improved gross margins and operating costs and increased revenue growth by adding value in business;

* Improved execution, managed menu mix, disciplined pricing, incidence driving initiatives and expanded service to drive the value creation;

* Created and implemented development plans for Six Regional Managers targeting specific opportunities – Merchandising and Food Service;

* Monitored, reviewed and coached regional managers on P&Ls and G/L accounts as well as S&S, R&M, Payroll, COS and capital expenditures;

* Strategically managed properties to improve quality of assets through R&M, OpEx and CaPX budgets;

* Prepared revenue, payroll and cost of sales budgets with direct management;

* Developed programs to improve/mitigate ongoing Cleanliness and Sanitation opportunities;

* Developed processes, policies and procedures for Cineplex, ensuring compliance with daily, weekly and month end visit reports as required;

* Developed/Implemented strategies, action plans and project plans to achieve departmental objectives;

* Developed and overhauled concession incentive program for the cast members to increase revenue;

* Designed, reviewed, overhauled and implemented a variety of training programs, from inception to completion, covering food safety, new equipment/product handling procedures, speed of service (Six Sigma), VIP in-seat service, server/cook (culinary) program, sanitation, OH&S, maintaining compliance with all the provinces and federal regulations, creating consistency in operations;

* Re-engineered restaurants to improve (Six Sigma) workflow, speed and guest service, resulting an average decrease in service delivery times; Oversaw circuit wide development and implementation of Design and Construction of food service operating systems for concessions, branded concepts and restaurants. Managed theatre/restaurant openings;

* Played integral role in developing licensed lounges for VIP Cinemas using Six Sigma concept;

* Collaborated and improved on efforts relating to HR, Finance, Property Management, Lease Administration, Marketing, IT, D&C, Training & Development, Procurement and Logistics with cross functional departments;

* Collaborated and leveraged teams responsible for Marketing and Consumer research, brand and product positioning, promotion, website, event marketing and sponsorship, and in-unit merchandising;

* Provided key hypotheses and insights to senior management (COO/SVP/VP) on industry and competitive trends, while recommending appropriate responses which retained market-share and sales levels;

* Negotiated agreements with vendors on retail concepts;

* Implemented Operational Excellence program - MBR (Merchandising Business Review). Evaluated food service operations on monthly, quarterly and annual bases;

* Oversaw vendor relationships and interactions relating to all food service business;

* Led the development of all field level communication strategies;

* Developed, tracked and controlled construction costs and schedules;

* Analyzed tender submissions, reviewed and negotiated scope coverage, and recommended contract awards;

* Managed extra work claims to minimize Cineplex's exposure to extra costs;

* Developed broadcasting strategy and narrowcasting strategy (digital menu boards and POS);

* Developed and executed SOP & LTOs;

* Improved reporting process capability through statistical analysis, macro to micro.

Education and Professional Development

* Hotel & Restaurant Operations - Toronto School of Business 1995

* BBA - University of Toronto, Mississauga Erindale College 2005

Skills

* Working hands on knowledge of all aspects of retail business outlets and restaurant operations;

* Advance - MS Office (Outlook, Word, Excel, PowerPoint, Visio, Project);

* Excellent in identifying/developing/mitigating loss prevention and risk opportunities;

* Product category analysis, sales, menu mix and gross margins;

* Six Sigma Analysis – Define, Measure, Analyze, Improve and Control (DMAIC)

* (Regression, Histograms, Standard Deviation, Mean, Mode, Median, and Bell Chart);

* Ken Blanchard Customer Service, Situational Leadership II;

* Blue Ocean Strategy – Value Innovation, Value Curve (Cost and Price);

* Developed Box Model based on Blue Ocean Strategy;

* Excellent in building SWOT Analysis model;

* Excellent presentation, “Give ‘em a Pickle” – Bob Farrel, “The Power of the Pride” – Ian Thomas);

* Employee Relations and Labor Relations;

* Certified in Serve Safe, NFSTP and Smart Serve Enterprise;

* WHMIS training level 1 and Joint Health & Safety level 1

* Strong team building and problem solving skills;

* Excellent organizational, planning, and interpersonal skills from inception to completion;

* Strong verbal and written communication skills;

* Excellent leadership skills, able to influence and build relationships with people.

Contact this candidate