Customer Service Manager
Resume:
WILLIAM R. WOODSON
** ********** ******, *******, ** 27527
Mobile: 540-***-****
Email: **********@*****.***
PROFESSIONAL STRENGTHS
Proven leadership and ability to turn around struggling restaurant by daily training and coaching on standards, knowledge, customer service, quality and production. The end result was an efficient team producing a high quality product with excellent customer service.
Excellent communication and interpersonal skills and ability to build high performing teams.
Highly skilled at problem identification and problem resolution. PROFESSIONAL EXPERIENCE
NEWKS EATERY, CARY, NC OCTOBER 2015 – PRESENT
(A fast-casual restaurant concept being introduced to the Raleigh Market; opening in February. Currently recruiting and setting up in preparation of the opening.)
MANAGER
Manage all aspects of food service operations.
o This includes ordering, the prep list, inventory, and food costs.
Responsible for the cross training of all kitchen staff.
Accomplishments
o Assisted with the Grand Opening of a new restaurant in Mobile, AL. SHAKERS GOOD FOOD & DRINK, ROANOKE, VA NOVEMBER 2012 – JULY 2015
(The best casual dining restaurant in Lynchburg & Roanoke, Virginia.) GENERAL MANAGER FEBRUARY 2014 – JULY 2015
Manage all aspects of food service operations – overseeing the ordering of all food and supplies, training, scheduling, and management of the Profit and Loss Statement.
Responsible for the hiring and training of all staff. Led staff of 59 team members which include 4 managers, 26 servers, 17 kitchen staff, 6 bartenders, and 6 hosts. o Daily training and coaching on standards, knowledge, customer service, quality and production. The end result was effective a productive team producing high quality product with a high level of customer service. Oversee inventory control, restaurant sanitation and food quality.
Accomplishments – Improved a 5 year deficit to positive comp in the first period with steady increase period over period.
o Shakers’ had a decline in sales for the last 5 years. Through training and hard work during my first month, we evened that out. In the last 8 months we have increased sales by $100,000, and we are on track to finish the year with $2.3 million for the year. This will be a 6 year high.
o So far, bottom line profit is $309,000, which is an 8 year high. This was accomplished by pushing up-selling and getting maximum performance to cut labor. Labor is lower and wages have increased.
o I also provide daily, weekly, monthly, and yearly goals and actionable plans that are both short and long term.
o When I began this position, we were ranked 30th on Trip Advisor in the Roanoke Valley out of approximately 400 restaurants. Now we are ranked 16th. KITCHEN MANAGER NOVEMBER 2012 – JANUARY 2014
Responsible for inventory control, restaurant sanitation and food quality
Hire and train kitchen staff
Responsible for maintaining food and labor costs. o Reduced costs by cross training all kitchen staff and training on standards and production.
o Improved production time through preparation and stocking to specific pars. o Quality of food was monitored by food safety checklist and stringent pars on a daily basis. We are a scratch kitchen so shelf life is monitored daily. PANERA BREAD LLC, BLUE RIDGE BREAD CHRISTIANSBURG, VA SEPTEMBER 2008 – AUGUST 2012
(A bakery-café that delivers fresh, authentic artisan bread served in a warm environment by engaging associates. Currently has 1,880 bakery-cafes in 45 states, the District of Columbia and Ontario, Canada.) GENERAL MANAGER
Manage all aspects of food service operations -
o Oversaw scheduling, training, ordering, building maintenance.
Responsible for the hiring and training a staff of 45 employees.
Create and implement daily sales goals, along with short and long term goals. o Responsible for planning short term and long term goal setting for the restaurant and all employees.
Oversee inventory control, restaurant sanitation and food quality
Maintain excellent customer service which was reflected in customer surveys. This was accomplished through successful cross training for all positions.
Accomplishments
o Sales growth of double digits 2 years in a row
SHAKERS GOOD FOOD & DRINK, CHRISTIANSBURG, VA DECEMBER 2002 – SEPTEMBER 2008
(The best casual dining restaurant in Lynchburg & Roanoke, Virginia.) GENERAL MANAGER APRIL 2005 – SEPTEMBER 2008
Manage all aspects of food service operations
Responsible for the hiring and training of all staff
Oversee inventory control, restaurant sanitation and food quality KITCHEN MANAGER DECEMBER 2002 – APRIL 2005
Responsible for inventory control, restaurant sanitation and food quality
Hire and train kitchen staff
Responsible for maintaining food and labor costs
Promoted to GM for exemplary performance
PEPPERMILL RESTAURANT, ABINGTON, VA 1996 – DECEMBER 2002
(Small Chef owned and operated scratch kitchen, with an eclectic menu. Voted best Restaurant in SW VA by Southern Living Restaurant.)
SERVICE MANAGER
Responsible for hiring and training wait staff of 25 employees
Maître D responsibilities
Responsible for all customer relations
CERTIFICATIONS & LICENSES
United States Air Force, Kessler Air Force Base, Biloxi MS September 1985 – May 1986 Certification in Electronics Repair
Federal Communication Commission License, Florida February 1989 Serve Safe Certified, Harrisonburg, VA August 2012
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