Customer Service Manager

ALEX KAKLAMANOS

** ******** ******, ***********, ** ● M1R 1N4 ● 416-***-****

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

CAPABILITIES

A motivated self-starter and team player with over ten years of business management and operations

experience and twelve years customer service experience

Strong interpersonal skills and communications skills along with great attention to detail

Sufficient experience in hiring, training and developing over a thousand cast members, treasurers and assistant

managers

Ability to multi-task and co-ordinate in an organized and efficient manner in a variety of disciplines, including

but not limited to marketing, food service, operations, internal audit controls and office administration.

Excellent problem solving and trouble shooting skills

Able to lead a large team in an unsupervised and challenging environment

PROFESSIONAL EXPERIENCE

Nov. 2011 – Present CINEPLEX ENTERTAINMENT

SilverCity Richmond Hill Cinemas

Richmond Hill, Ontario

General Manager

Leading the team and managing the guest experience while achieving attendance

numbers of over 1 million guests

Manage all aspects of daily operations including Revenue Per Guest (year over year

improvements), Front Of House Payroll and Mystery Shops (95.45%, increase of 1.3% vs.

prior year)

Constant focus on Audit evaluation and requirements (Lead team to a 17%

improvement year over year and followed up with a 90% and 91%)

Played key role in the expansion and successful rollout of Outtakes Plus Food unit

Overall Merchandise Business Review score of 94.5% and Operations Business Review

score of 90.8%

Integral part of the rollout of Coca Cola Freestyle

Print Skip Scan control of 91.37%

Selected as General Manager of the year for the Greater Toronto Area for 2012

May 2010 – Nov. 2011 CINEPLEX ENTERTAINMENT

SilverCity Fairview Cinemas

Toronto, Ontario

General Manager

Leading the team and managing the guest experience

Controlling, Minimizing and Responding to guest concerns and feedback

Manage all aspects of daily operations including Revenue Per Guest, Cost Of Sales,

Mystery Shops and Cash Management

Constant focus on Audit evaluation and requirements

Played key role in the expansion and successful rollout of Outtakes Plus

May 2009 – June 2010 CINEPLEX ENTERTAINMENT

First Markham Place Cinemas

Markham, Ontario

General Manager

Leading the team and managing the guest experience

Controlling, Minimizing and Responding to guest concerns and feedback

Manage all aspects of daily operations including Revenue Per Guest, Cost Of Sales,

Mystery Shops and Cash Management

Constant focus on Audit evaluation and requirements (showed significant

improvement Audit over Audit to achieve 96%)

Helped in guiding First Markham Place along with current GM to Theatre of the Year

for 2010 (400k – 799k attendance)

June 2008 – May 2009 CINEPLEX ENTERTAINMENT

Sheppard Grande Cinemas

Toronto, Ontario

Food Service Manager

Manage all aspects of daily food service including Revenue Per Guest, Cost Of Sales,

Mystery Shops and Cash Management

Responsible for all food ordering as well as daily and weekly inventory

Acting General Manager which entailed all business operations including cost control,

management meetings, marketing programs, P&L evaluation and response, weekly

bookings, following up with all management in regards to daily and weekly duties, and

daily communication with GTA Director and the “A” GM regarding any issues that

arose including payroll and re-forecasting

Constant focus on Audit evaluation and requirements

Constant focus and attention to the cleanliness and objectives of the main

Concession Stand, Far Coast and Yogen Fruz

Played a key role in the rollout of Far Coast iced drinks and frozen blended drinks

Played a key role in the excellent execution of all Opera Performances and was abl e

to take that program to another level, while still maintaining 100% Guest Satisfaction.

2005 – May 2008 CINEPLEX ENTERTAINMENT

First Markham Place Cinemas

Markham, Ontario

Operations Manager

Managed all aspects of daily operations including Front of House payroll hours,

Revenue per guest, Mystery Shops, Cash Management, weekly forecasting and show

times, marketing program, Human Resources, Payroll duties consisting of daily punch

edits, cast file organization and cast incentive payouts

Overseeing results and creating action plans for the Mystery Shop program

Coaching and leading the team such as working with the Cast Trainers and Team

Leaders in order to develop their skills

Worked closely with all training that took place in regards to tellers and developing

their skills.

2002 – 2005 CINEPLEX ENTERTAINMENT

Eglinton Town Centre Cinemas

Scarborough, Ontario

Corporate Team Leader

Fully crossed trained in all aspects of operation including customer service, food

service, box office, marketing, stock receiving and Vista Systems

As Corporate Team Trainer I was in charge of staff scheduling and the training and

development of 35 cast members on my team (not including turnover)

Helped management team achieve a three year average mystery shop score of

89.47%

EDUCATION AND TRAINING

2002 – Present CINEPLEX ENTERTAINMENT

Ontario, Canada

Completed many training courses including Green Carpet, Managing for Profit, St.

John’s Ambulance, National Food Safety Training, Smart Serve and all aspects of the

eLearning program

2000 – 2003 CENTENNIAL COLLEGE

Toronto, Ontario

Major: Business Systems

REFERENCES:

Available upon request

Contact this candidate