Customer Service Store Manager

Liam McLaughlin

Etobicoke

PROFESSIONAL EXPERIENCE:

CONCENTRIX January 2018 to Present

Customer Service Representative

+ Setting up of new client accounts

+ Troubleshooting of any equipment issues; failures.

+ Troubleshooting of any billing issues

+ Providing excellent customer service

McDonald’s Restaurants Canada Summer 1984 to January of 2018 Various Roles; ending as an Assistant Store Manager Assistant Store Manager role:

Food cost management-

+ Conducting weekly inventory and creating action plans to control top 5 food cost items.

+ Following up on managers, procedures and travel paths.

+ Actioning orders and ensuring all food is rotated timely and efficiently.

+ Monthly whole store inventory and creation of ongoing action plan.

+ Following up on bi-weekly inventory to see how management team is progressing; getting crew involved with praise and recognition. Scheduling Management-

+ Creation of weekly store schedules and hour allotment based on sales’ projections.

+ Verifying sales targets daily to make appropriate adjustments to daily schedules per sales WTD.

+ Planning of daily store and department coverage during vacations, sick days and time off requests.

Recruitment Management –

+ Hiring of all crew based on store needs.

+ Conducting interviews and orientation of all new crew members to ensure an efficient and impactful onboarding.

+ Working concurrently with scheduling manager and crew trainers to schedule training without negatively effecting labour costs.

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+ Follow up on training by conducting monthly meetings with crew trainers and crew members.

Health and safety Management –

+ Conducting monthly checklists with crew committee and posting action plans to address any H&S concerns found.

+ Following up with crew by hosting one on one meetings with members on a daily basis.

+ Conducting quarterly staff meetings and posting findings to crew and management team.

+ Ensuring all unsafe conditions rectified immediately. Shift Management-

+ Ensuring that staffing levels are always at an appropriate level to not disturb the business and to ensure customer service satisfaction.

+ Conducting travel paths and watching crew procedures, correcting when necessary, and when required readdressing.

+ Balancing of all company monies and securing company assets.. AWARDS AND RECOGNITIONS:

+ “Top Gun Award” Awarded to “Top 5” stores with highest Management Visitation Reports 2003

+ Restaurant of the Year Award Atlantic Canada 2011

+ Top 3 stores Drive-thru sales increase 2017

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