Manager Customer Service

Anthony Ramos

**** ********* ******,, ******, ** 92881

Cell: 714-***-****

***************@*****.***

Foodservice professional with a proven track record for delivering results through operational system analysis, team building and goal setting practices, coupled with the skills and experience to train and develop staff at all levels. Career began with the launching of the first El Pollo Loco unit ; then proceeded with opening over 20 units throughout southern, central, and northern California. Worked with the International Division to train and certify staff for units in New Zealand, Guam, Australia and Hawaii. Trained and certified franchise owners and operating teams for new store openings in Arizona. Colorado, Texas and Florida. Throughout career I have provided operational support in corporate and field training; hospitality and guest service, food safety/food handling practices, shift-leader, manager and general manager certification. Implementation and execution of system-wide rollouts of new menu products, training programs, kitchen equipment layout and reconfiguration, speed of service strategies and techniques. Certified Training Manager

Lead by example

Motivational and mentor style leader

Performance enhancement skills

Hospitality and guest oriented

Culinary education

Bilingual English/Spanish

P&L, budgeting, planning skills

Store of the Year award for operational excellence among 70 unit division. Recognized as top unit in store sanitation and cleanliness,maintaining highest scores in store inspections.

Leader in achieving highest "secret shoppers' scores with a career average of 97% Top ten leader in guest satisfaction scores company-wide. Recognized as leader in developing strategies to increase sales over plans and budgets.

Efficiently managed high volume operations in excess over 5million annual sales. Certified over 100 mangers in basic, intermediate and advanced(fast-track) management principles, practice and procedures.

SUMMARY

SKILLS

ACCOMPLISHMENTS

Played a key role in development of company operations manual. Developed staff to participate in company-wide competitions, which have garnered several top winners and finalists .

Kitchen Operations Trainer/ Manager, 09/2016 to 03/2017 Nurthgate Markets - Anaheim, Ca.

Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines. Developed and maintained exceptional customer service standards. Ensured proper cleanliness was maintained in all areas of the bar and front of house. Optimized profits by controlling food, beverage and labor costs on a daily basis. Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality. Performed restaurant walk-throughs to gauge timeliness and excellent service quality. Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees. Worked closely with the chef and cooks to determine menu plans for special events or occasions. Counseled and disciplined staff when necessary. Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met. Minimized loss and misuse of equipment through proper restaurant supervision and staff training. Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions. Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency. Scheduled and directed staff in daily work assignments to maximize productivity.

General Manager, New store opening Manager, Training Manager, 04/1984 to 06/2015 El Pollo Loco - Costa Mesa, Ca

Performed all duties for launching first company prototype unit in 1984. Duties included employee selection, hiring and training; equipment and product ordering, quality food preparation and service execution, administrative and corporate office reporting requirements. After completion of successful opening of first unit, continued in opening units in cities throughout California. Promoted to the position of new store opening manager.

Company had plans to expand rapidly, and was promoted to the position of training manager to prepare for the large number of managers needed to staff upcoming units. Began to assist corporate staff in the preparation of handbooks and materials needed for training and certifying managers. Also participated in recipe formulation and operational procedures for development of company operations manual., Promoted to Franchise Training Manager, and was selected to work with the International Division in full support of opening stores worldwide

Selected to train with Fosters Freeze operations team for a 10 year dual-branding contract. Efficiently operated first full Fosters Freeze food and dessert menu dual EXPERIENCE

concept within the El Pollo Loco concept.

Taught. trained, coached and mentored El Pollo Loco core values, history and culture at well over 30 locations. Have developed systems to assist in the turnaround of failing units and to place them on the right path and have guided individuals on securing next level positions within the company

Hospitality Management

California State Polytechnic Universirt - Pomona, CA Certificate of completion: Culinary Arts

Epicurean School of Culinary Arts - Los Angeles, Ca EDUCATION AND TRAINING

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