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Customer Service Manager

Vancouver, British Columbia, Canada
October 28, 2016

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**** **** **** ******


604-***-**** H604-***-****

Summary of Qualifications

Over 10 years of experience in customer service

One year in teaching experience with skills in design of challenging, enriching and innovative activities that address diverse needs of children

Ability to follow multiple tasks in a time efficient manner

Goal- oriented with superior interpersonal and effective leadership skills

Proven ability to respond to difficult customer situations in an effective manner ensuring customer satisfaction and repeat business.

Excellent verbal and written communication skills

Dedicated to professionalism; maintain confidentiality and diplomacy

Experience processing payroll, invoices and scheduling appointments

Bilingual: fluent in English and Punjabi

Employment/ Volunteer History

Assistant Manager

Tim Hortons, Vancouver 2014-Current

People management: assists in the recruiting of new team members, training and developing existing team members and motivating and encouraging a team to achieve targets

Provides ongoing performance feedback and conducts and records regular performance reviews

Assists the Restaurant Manager in building the restaurants’ “bench strength” by identifying and developing high potential employees for progression to the next level

Communicates with all shifts on day to day operations and critical areas of focus

Assists with establishing and enforcing proper security procedures to reduce team member theft and ensure employee and guest safety

Financial management: assists the Restaurant Manager in planning and working to budgets, maximizing profits and achieving sales and transaction targets including control of Food/Paper/Labour costs in the restaurant

Responsible for daily cash procedures and assists with financial reporting

Operational management: assists with ordering of supplies and overall building maintenance and cleanliness

Displays knowledge of and works in compliance with applicable legislation including, food safety, health and safety, and employment standards.

Able to enforce and comply with pre-established Tim Hortons operating procedures.

Ensures high standards of Guest experience are maintained

resolves Guest complaints and turns potentially negative situations into positive ones

Assists Manager in running company-wide incentive programs

Assists in maximizing team member coverage at all times, performs the role of Floor Leadership and works as required in various areas during busy periods to maintain optimal Guest service levels

Manages team member scheduling to ensure adequate coverage on all shifts

Understands the importance of supporting the Manager and presents a ‘unified front’ to all team members


Burger king, Vancouver 2013-2014

Overall accountability for the operation of a single restaurant (10-45 employees) ensuring delivery on the Customer Promise, and ensuring desired restaurant outcomes (increased sales, profitability, and employee retention).

Mobilizes the restaurant team to oversee the financial controls, operations, people development, customer service and compliance within the restaurant across all shifts.

Ensures company standards on equipment, facility and grounds are maintained by using a preventative maintenance program.

Motivates and directs team members to exceed customer expectations with fast, accurate, friendly service in clean surroundings.

Provides coaching and feedback to team on team stations, products, processes and policies.

Assumes accountability for the restaurant profit and loss management by implementing marketing strategies, following cash control & security procedures, maintaining inventory, managing labor, and reviewing financial reporting to enhance restaurant results.

Assists restaurant in recruiting, selecting, hiring, training and retaining effective team talent. Counsels and disciplines team members as necessary.



Prepare the food, organize and setup at the location, make sure people who are less fortunate get a warm lunch. Clean up, and wash dishes.


Contact this candidate