Human Resources Customer Service

Moe kdouh

Dearborn, Michigan, ***** · 313-***-**** · **************@*******.***

Bachelor's Degree In Business Administration

— PEOPLE EXPERIENCE LEAD / HR GENERALIST—

Highly efficient and customer-oriented manager with 20 years of experience in human resource and hospitality environments.

Results-oriented professional with a strong business operations management background. Progressive leadership experiences have created a passion for surpassing financial and service objectives. Derive genuine pleasure from transforming high-potential staff into outstanding leaders. I am seeking a dynamic managerial operations role with a respected organization where I can apply my expertise to assist companies in increasing productivity and achieving sustainable growth and development. Core competencies include:

Performance Management

Human Resource Management

Attract, Interview, and Hire

Onboarding /offboarding

HR Policies

Coach and Train

Orientation for new hires

Employee Relations

Profit & Loss Management

Team Building and Staff Retention

Professional Experience

MCDONALD’S

PEOPLE EXPERIENCE LEAD /HR GENERALIST

11/2022 -10/2023

Led the Training and Development department and assisted with helping build a high-performing team culture. Support the Human Resources functions for multiple McDonald's restaurants, including hiring, recruiting, interviewing, on/off-boarding, orientation employment verification, and process employment status changes such as shift, departmental, and pay changes. Provide support for open enrollment activities. Conducts exit interviews; Compiles exit interview data; Analyzes data and makes recommendations to address issues and minimize avoidable turnover.

Key accomplishments:

Improved staff turnover and retention by 25% by creating great onboarding experience for new hires and motivational rewarding programs for top performers

Successfully passed all Brand Standard Stores Visits by 100% score.

Successfully updated and improved the company's policy manual.

BURGER KING

TOP RIGHT TRAINING MANAGER / HR GENERALIST

04/2019- 11/2022

I was responsible for training, coaching, and mentoring new managers, new crew members, and existing management/crew members, identifying and monitoring training needs. Designed, Planned, and implemented the training programs necessary and was involved in hiring, recruiting, interviewing, on/off-boarding, orientation employment verification, and process employment status changes such as shift, departmental, and pay changes.

Key accomplishments:

Nominated the “Top Right Manager” couple of times among 50+ stores in Michigan.

Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.

Successfully hired, trained and promoted many managers.

CAPTAIN JAYS

TRAINING & DEVELOPMENT MANAGER

04-10-2017- 04-20-2019

Responsible for training and developing new managers hired to the company in all management aspects. Everything from Labor Control, Scheduling, and general day-to-day operations to Quarterly Marketing Plans, Budgeting, P&L Analysis, Sales Building, and Profitability.

Key accomplishments:

Participated in creating the company training manual

Worked with GMs to boost their sales and maintain labor and food costs.

Worked and Trained GMs to successfully pass all inspection visits .

ECOWIZE NORTH AMERICA,

SANITATION MANAGER

11/2015 - 04/2017

Manage and lead teams towards achieving high levels of Customer satisfaction through consistent cleanliness in their dedicated sites while meeting site-required standards and Ecowize financial, reporting, and policy requirements.

Key accomplishments:

I Delivered excellent customer satisfaction levels by ensuring that the cleaning results met the required standards daily.

Achieve safe work practices by minimizing injury to self and other team members.

Proudly represent and live the Ecowize standards and values on and off client sites.

APPLEBEE’S

General Manager /Food Safety Trainer

03/2014 - 09/2015

Executed the company's brand strategy and promoted its vision, mission, and values, resulting in excellent customer experience and maximized sales. Through coaching, communication, and hands-on management, I built a team of talented managers and customer-focused employees.

Key accomplishments:

I Improved food costs and identified and eliminated inventory issues, including excess ordering, rising shrinkage, poor storage, and over-portioning caused by the staff.

I've initiated an aggressive customer service training program that resulted in secret shop scores of 90%.

Increased the store's sales by 25% compared to the same period of last year through intensive marketing, signing new B2B contracts, improving suggesting selling and up-selling techniques

SUBWAY

Franchise BUSINESS & MARKETING CONSULTANT

01/2009 – 02/2014

I ensured strict compliance with all relevant food hygiene and health & safety legislation and requirements. Carried out monthly performance audits and directed activities to achieve desired performance and compliance. I developed staff in all managerial and professional development areas by example and through coaching, training, and leading store management to ensure employee readiness and effectiveness in exercising employee responsibilities and accountabilities. Managed procurement and negotiated terms of agreements with suppliers. Provided support and guidance to store management before and during store openings and daily operations to ensure smooth and efficient operations for new and existing stores

Key accomplishment:

Nominated as the Best" Business and Marketing Consultant" in the Middle East and North Africa in 2013.

Nominated as “Employee of the Year” in 2012.

I have successfully opened 25 stores.

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