Manager Customer Service

LEANDRO PARADO REFUERZO

Home Address: *** – ** Bennett Street Banyon Apartments

Red Deer City, Alberta Canada T4R 1V3

Mobile No.: 587-***-****

E-mail Address: **********@*****.***

* TFW Requires LMIA/work permit *

POSITION APPLIED FOR: FOOD SERVICE SUPERVISOR NOC 6311

WORK EXPERIENCE

- TIM HORTONS / JJAM Management ( 1987 ) Ltd.

January 21, 2014 – Up to Present

FCA ( Baker ) / Tim Hortons – Gasoline Alley 37444 Hwy 2 Red Deer AB

-PHILIPPINE PIZZA HUT INCORPORATED ( PPI )

October 06, 2011 – October 07, 2012

Restaurant General Manager ( RGM ) / PH – Ever Rosario ( RBD )

December 06, 2009 – October 05, 2011

Restaurant General Manager ( RGM ) / PH – Antipolo ( RBD )

September 21, 2008 – December 05, 2009

Restaurant General Manager ( RGM ) / PH – Libis ( DELCO )

January 06, 2005 – September 20, 2008

Restaurant General Manager ( RGM ) / PH – Araneta Coliseum ( EXPRESS )

June 21, 2004 – January 05, 2005

Assistant Restaurant Manager - OIC ( ArM - OIC ) / PH – Araneta Coliseum

February 21, 2003 – June 20, 2004

Officer In Charge ( OIC – MT ) / PH – Araneta Coliseum

September 21, 2002 – February 20, 2003

Management Trainee ( MT ) / PH – Robinson's Metroeast ( RR )

June 14, 1999 – September 20, 2002

PPI – Team Member / CBM Inc. PPI – Team member / PH – Farmers Plaza

EDUCATIONAL BACKGROUND

Tertiary Level

1995-2002 Bachelor of Science in Computer Engineering ( BS CpE ) Graduate

938 Technological Institute of the Philippines, Quezon City

Secondary Level

1993 – 1994 4th year High School Graduate

Our Lady of Deliverance School, Cogeo Antipolo City

Primary Level

1989 - 1990 Grade School Graduate

Cuneta Elementary School, Pasay City

JOB DESCRIPTIONS ( Restaurant Manager Background )

SALES PLAN

Manage in – store retailing, including POP, suggestive sell, Kid’s and other initiatives.

Execute neighborhood marketing activities/initiatives. Manage off-sites sales.

Manage brand Image through signage and curb appeal.

Execution of suggestive sale.

CUSTOMER

Is a visible leader, especially in preparation and execution of peak revenue periods. Is a highly visible coach to restaurant management team/communicates assignments.

Prepare for and recover from rushes. Adjust prep plan and deployment as needed. Executes shift change and conduct daily opening/closing check to ensure readiness for revenue. Monitor flows and eliminate bottlenecks in the restaurant.

Ensure that restaurant is clean, safe, and sanitary during shift.

Resolve customer issues and understand C.H.A.M.P.S Check trends. Leverage CHAMPS program to run a great restaurant.

Ensure restaurant team provides great service. Breakdown customer service barriers.

PEOPLE

Coach and train managers and team. Develop the team to ensure professional growth. Coach team’s performance regularly. Follow up on tasks.

Reward, recognize and motivate. Instill an HWWT philosophy.

Ensure compliance with all PH policies (e.g. dress and grooming standards).

Handle grievances or potential problems. Maintain harassment-free environment. Create a positive team environment. Listen and Support others.

Set a good performance example for team to follow – cast the shadow of a leader.

MAKE PLAN – PROFIT

Analyze P&L – act to improve business results by managing Sales, COL, COS, and semi-variables.

Manage COS through food flow management yields, PCA, weekly inventory and food ordering. Conduct daily critical inventory.

Manage COL through forecasting, labor planning, scheduling, and deployment. Adjust labor schedule and deployment during shift.

Manage Semis through checkbook, spending to maintenance budget and other standards.

Manage cash by using PH cash control procedures. Ensure restaurant compliance with Audit requirements (e.g. inventory/cash controls).

Reconcile cash and deposits and P&A. Manage coupon redemption.

SKILLS OBTAINED / ACHIEVEMENTS

Knowledge on Store Profit and Loss Statement ( PNL ) Restaurant Control Profit Analysis

Key Performance Indicator ( KPI ) Analysis

Restaurant Balanced Score Card Oriented

Leadership skills standards

Perfect CHAMPS Score Award 2004, 2005, & 2006 – Center Store Area

Highest CHAMPS Excellence Review Award 2005 – Center Store Area

Perfect Customer Mania with a YES Attitude Award 2004, 2005 & 2006 – Center Store Area

Store Weekly Trading Summary and Monthly Operations Report Analysis

Highest Audit Award 2006 – Center Store Area

SEMINARS ATTENDED

Building A Great Restaurant Seminar and Workshop

Analyzing Store Profit and Loss Statement ( PNL seminar )

Train the Trainer Seminar and Workshop

Leading A Restaurant Seminar and Workshop Modules 12 – 30

Leading A Shift Seminar and Workshop Modules 0 – 11

Restaurant Control Evaluation Audit Seminar

Dynamic Leadership Skills seminar

Profit N Loss Financial Statement Seminar

Leading Customer Mania ( CM1, CM2, CM Plus )

High Impact Coaching

Achieving Breakthrough Results

Food Safety and Sanitation

Perfect Product Quality

Business Development Planning

Handling ER Cases and Sexual Harassment

Local Store Marketing

Handling Customer Complaints

First Aid Seminar ( Red Cross )

Basic Life Support – Restaurant ( Red Cross )

PERSONAL INFORMATION

NAME: LEANDRO P. REFUERZO

ADDRESS: 203 – 31 BENNETT ST. BANYON APTS. RED DEER CITY AB CN

AGE: 38 YRS OLD

BIRTH DATE: DECEMBER 19, 1977

BIRTH PLACE: BURAUEN, LEYTE

STATUS: MARRIED

SPOUSE NAME: MARICEL D. REFUERZO

FATHERS NAME: ANTONIO M. REFUERZO

MOTHERS NAME: LEONILA P. REFUERZO

DEPENDENTS: SEAN MATTHEW D. REFUERZO ( SON )

STEPHANIE D. REFUERZO ( DAUGHTER )

PASSPORT ID#: EB4540827 ( VALID UNTIL JAN 25, 2017 )

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