Customer Service Manager
Resume:
Carlos Atienza, MBA
Fort Lauderdale, FL *****
*******@*****.***
Summary of Qualifications
Executive manager with extensive experience in hospitality industry settings; consistently achieve 5% 8% sales
increase over prior year in food, bar, and merchandise, exceptional customer service ranked 1 st in the company,
bottom line driven exceeding budgetary goals by 10%, and turnaround of underperforming operations by 20% in
profitability.
Esteemed builder and leader of customer focused teams; fostered a shared commitment and enthusiastic approach to
customer service as an essential factor in operating a successful business. Led by example and ensured the
execution of all company operational policies.
Financial Analysis, Management, and Forecasting of Profit and Loss Statements; optimized inventory processes,
managed and leveraged data to improve cost of goods on hand and increase profits margins. Successfully
attained and exceeded budgetary goals.
Core Competencies
Service Management Strategic Marketing Performance Management
Process Improvement Project Planning Supply Chain Logistics
Operation Management Talent Acquisition Risk Management
Professional Experience
US Solar Institute – Oakland Park, FL 7/14 to 10/14
General Manager
Directed, promoted, and coordinated the operations of three business divisions: educational program, solar equipment
sales, and design engineering firm. Solar manufacturer distributor for solar PV modules, racking, charge controllers,
batteries, and inverters. Optimized market share, profitability, and improved efficiency while achieving the mission
statement and goals of USSI.
Generated inside sales of $42,000 from B2C and B2B commerce
Initiated and closed sales of $30,000 for educational program
Coordinated and guided supply chain management
Oversaw logistics for both national and international markets
Delaware North Companies – Fort Lauderdale, FL 11/12 to 7/14
Multi Unit Assistant General Manager
Responsible for the daily operation and management of 40 units at the Fort Lauderdale/Hollywood International Airport
with 550+ unionized associates, operating food and beverage concepts in two terminals with a shared commissary and
warehouse. Concepts ranging from full service to casual dining including branded concepts such as Chili’s Grill & Bar,
Dunkin’ Donuts, Food Network Kitchen, Jamba Juice, Pei Wei, Steak ‘n Shake, Villa Pizza, and several self branded
concepts.
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Resume of Carlos Atienza
Managed 5 General Managers and 24 Assistant Managers
Largest grossing unit in division with over $40 million in annual revenue
Opened and executed 3 new restaurant concepts in 2013
Highest weekly revenue in 20 years of $1.57 million
Finnegan’s – Miami, FL 11/11 to 11/12
Multi Unit Director of Operations
Manage day to day operations of 5 units within Florida and New Orleans while establishing operational consistency,
implementing change management, ensuring the efficiency of human resource processes, and maximizing vendor
relations.
Coordinated and executed a new store opening in 2012
Standardized weekly marketing programs to increase foot traffic
Drafted contractual agreements with event promoters to reduce business exposure
Implemented service standards and best practices
Highwire Entertainment – Walnut, CA 06/09 to 05/10
Chief Executive Officer
Management and promotional consultant catering to businesses in the entertainment and restaurant industry who seek to
optimize profits and expand market share. Develop and coordinate new business strategies through implementation of
social and entertainment events.
Analyzed business models and implemented strategies to increase profitability
Drafted marketing plans and assisted in execution of promotional events
Oversaw operations of promotional events and assured proper staffing
Increased value added perception of guests’ experience
Hooters Los Angeles, CA 02/03 to 06/09
General Manager
Managed a staff of over 80+ and was responsible for recruiting, training, and supervision of FOH and BOH staff.
Introduced and executed training programs that enhanced employee performance and helped build a team environment.
Fostered an environment in which guests enjoyed high levels of customer service and employees were motivated and
recognized for exceeding service standard. Exceeded company goals in sanitation and safety and complied with health
department guidelines.
Second largest sales increase in 22 unit company
Highest customer service shoppers score in our Southern California region
Consistently delivered gross profit over 75% by optimizing cost control processes in food, bar, and merchandise
Corporate training store for assistant managers and menu rollouts
House of Blues Los Angeles, CA 06/02 to 02/03
Director of Restaurant Operations
Executed and directed operational activities for the porch restaurant, concert hall, and foundation room. Actively worked
alongside executive chef to implement the highest standards of food quality and food presentation. Oversaw and directed
over 60 team members and scheduled quarterly meetings to discuss revisions to menu and wine pairings.
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Resume of Carlos Atienza
Coordinated and operated Sunday brunch shows which generates over $15,000 every Sunday
Posted consecutive periods of check average increases over 10%
Managed dining area of restaurant, merchandise outlet, and concert hall with monthly revenues of $200,000
Executed special events and buyouts, generating monthly sales increase of up to $30,000
Education and Training
Master of Sustainable Business Administration, concentration in renewable energy, Marylhurst University, Portland,
OR, 2014
Bachelor of Science in Political Science, University of Illinois at Urbana Champaign, Champaign, IL, 1997
Publication: Collaborated on a book on ‘Total Quality Management’ called “Improving Service Quality in the Global
Economy: Achieving High Performance in the Public and Private Sectors”, published in 2005, ISBN 13: 978
Skill: Fluency in Spanish.
Training: Dreamweaver, WordPress, Infusionsoft, InFlow, QuickBooks, Jamba Juice certified General Manager, Micros
8700, Microsoft Office Suite, Lotus Notes, Aloha, Open Table, Kronos, Pinnacle, Radiant, and ServSafe Food Handler
Program.
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Resume of Carlos Atienza
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