Customer Service Manager

Koatney Roche’

***** ********* **. *******, ** 504-***-****, *******@*******.***

Profile

To obtain a managerial position that will utilize my skills and enhance m knowledge in the food service industry. Dedicated manager with strong work ethics. Experienced in operations management, sales, budgeting, planning, staffing, training, and cost control. Exceptional organizational and planning skills; adaptable and enjoys new challenges. Able to train and motivate management and crew to reach their maximum potential.

Experience

General Manager Houston, TX

Becks Prime Mar 2012 to Feb 2016

Directed daily business operations, including supervising assistant managers and hourly staff and providing customer service and problem resolution. Provided excellent hands on management and communication skills. Awarded top profitable and performing store in the company.

Successfully operated a 2.2 million store

Reduced labor cost to an average of 19% and cut overtime hours to less than 5 per pay period

Maintained food cost at 26.5% monthly, paper cost at 7%

Increased store profit by 25% over a two year period

Assistant General Manager Houston,TX Raising Cane’s Chicken Fingers Nov 2009 to Jan 2012

Successfully managed and oversaw all store operations. Contributed to store’s recognition in becoming profitable at 30%, and 15% in same restaurant sales. Played an instrumental role in maintaining store goals, objectives, and performance.

Accountable for management and crew training, operational management, store planning, budgeting, and ensuring profitability.

Developed a training guide for store Shift Captains, and Store Trainers.

Responsible for crew schedules, crew training, staffing, and team building.

Maintained store customer satisfaction goals above company average of 92%.

Assisted in P&L, marketing, cost control, and food safety management.

Conducted monthly store cleaning and maintenance audits.

Ensured a high energy and professional crew to ensure guest satisfaction.

Initiated a crew reward system to keep crew morale high.

Continuously involved in community involvement via local schools, churches, and organizations.

Trained store shift managers, and new MIT’s in Houston area.

Assistant Manager Houston, TX

Buffalo Wild Wings Jun 2009 to Oct 2009

Assisted in opening the company’s first store inside of the Houston Hobby Airport. Helped train a staff of 60 plus employees in all areas of front and back of the house. Trained all entry level managers on daily restaurant operations.

Accountable for training, scheduling, budgeting, purchasing, and marketing.

Developed payroll budget for store, which improved by 10 percent after one month.

Created and utilized a par system for controlling food cost.

Assisted in airport and store marketing to generate sales for company.

Assistant General Manager Houston, TX

Jason’s Deli Nov 2005 to Jun 2009

Successfully managed top performing training store in Houston. Assisted in training of new managers. Increased yearly sales by 10 percent annually through serving the highest quality food, exceptional service and core values.

Accountable for budgeting, payroll, training, scheduling, purchasing and full profit and loss.

Managed a staff of 35 plus employees; scheduling, training programs, and employee satisfaction.

Maintained expenses through planning, waste control, and cost effective operations.

Controlled food and beverage quality by ensuring only the highest quality product being served to customers.

Focused on full customer satisfaction to develop repeat business.

Developed catering business through corporations, community involvement, and local area businesses.

Analyzed market to promote new menu items, target markets, and customer needs.

Trained service staff to enhance customer service, and increase profits through suggestive selling.

Assistant Manager Houston, TX

Casa Ole’ May 2004 to Oct 2005

Managed family style full service restaurant. Implemented great customer service, quality food, and improve customer satisfaction. Assisted in opening and training crew for new stores in Houston area.

Managed a staff of 30 plus employees.

Responsible for hiring and training employees.

Controlling payroll, inventory, purchasing, and daily restaurant operations.

Managed kitchen and dining operations .

Trained employees in customer service, sales, and customer satisfaction.

Assistant Manager Houston, TX

Smith and Wollensky Oct 1997 to Apr 2004

Opened this location in October of 1997. I began as a food runner for the company, and worked hard to get promoted up to Banquet Captain. Two years later I was accepted into the Front of the House Management Program. I excelled as a leader, so I was granted to assist in training staff in new store openings around the country.

Applied guest relations, planning, reservations, and controlling of labor.

Implemented employee training program.

Motivated and trained a wait staff of 25 plus employees.

Instituted daily training and wine tasting meetings.

Education

University of New Orleans New Orleans, LA

Hotel, Restaurant, and Tourism Management Aug 2002 to Dec 2003

128 credits toward undergraduate degree

Delgado Community College New Orleans, LA

Associate Degree Hospitality Aug 2000 to May 2002

References

Available upon request

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