Customer Service Manager

Clarksville, Tn. ***** 615-***-**** ***************@*****.***

ROBERTO “BERT” RODRIGUEZ

OBJECTIVE

I am pursuing a career that will allow me to demonstrate my recent

education, skills and experience as manager for the past 14 years. I employ

critical thinking skills and problem solving techniques when addressing

various issues or problems, bringing them to resolution.

SKILLS/QUALIFICATIONS

Excellent verbal and oral communication skills; English and

Spanish

Excellent decision-making and process improvement skills

Outstanding customer service/relations skills; attention to details

Excellent leadership, organizational, problem-solving and

management skills

Proficient in Microsoft Word, Write Point, PowerPoint

Team goal oriented; excellent team player, but can work

independently

WORK EXPERIENCE

General Manager The Lodge Sports Pub January 2012- June 2014

Established restaurant business plan by surveying restaurant demand;

conferring with people in the community; identifying and evaluating

competitors; preparing financial, marketing, and sales projections, analyses,

and estimates.

Met restaurant financial objectives by developing financing; establishing

banking relationships; preparing strategic and annual forecasts and budgets;

analyzing variances; initiating corrective actions; establishing and monitoring

financial controls; developing and implementing strategies to increase average

meal checks.

Attracted patrons by developing and implementing marketing, advertising,

public and community relations programs; evaluating program results;

identifying and tracking changing demands.

Controlled purchases and inventory by meeting with account manager;

negotiating prices and contracts; developing preferred supplier lists;

reviewing and evaluating usage reports; analyzing variances; taking corrective

actions.

Sustained operations by preparing policies and standard operating procedures;

implementing production, productivity, quality, and patron-service standards;

determining and implementing system improvements.

Maintained patron satisfaction by monitoring, evaluating, and auditing food,

beverage, and service offerings; initiating improvements; building

relationships with preferred patrons.

Accomplished restaurant and bar human resource objectives by recruiting,

selecting, orienting, training, assigning, scheduling, coaching, counseling, and

disciplining management staff; communicating job expectations; planning,

monitoring, appraising, and reviewing job contributions; planning and

reviewing compensation actions; enforcing policies and procedures.

Maintained safe, secure, and healthy facility environment by establishing,

following, and enforcing sanitation standards and procedures; complying with

health and legal regulations; maintaining security systems.

Maintained professional and technical knowledge by tracking emerging trends

in the restaurant industry; attending educational workshops; reviewing

professional publications; establishing personal networks; benchmarking

state-of-the-art practices; participating in professional societies.

Accomplished company goals by accepting ownership for accomplishing new

and different requests; exploring opportunities to add value to job

accomplishments.

Kitchen Manager The Front Page Deli September 1999- January 2012

Made sure that quality was maintained in all departments of kitchen

Made sure OSHA guidelines were followed properly by staff in kitchen

Liaised with vendors for food and equipment supplies

Maintained high standards of hygiene and sanitation in kitchen

Made sure that food was healthy and nutritious

Met with chefs to discuss menu and regular daily kitchen agenda

Took part in recruitment and training

Oversaw the kitchen account expenses

Planned strategies for improving staff performance and food quality

Completed staff performance reports and present to the general manager

Handled guest complaints in food or service

EDUCATION AND HONORS/RECOGNITIONS

Bachelors of Arts, University of Phoenix, Business Management, July

2014 / Graduating Cum Laude

Member, Delta Mu Delta, International Honor Society in Business

Administration, University of Phoenix 2013

REFERENCE AVAILABLE UOPN REQUEST

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