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Customer Service Manager

Houston, Texas, United States
September 17, 2019

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Dean Hawa


■ Career Summary

Restaurant General Manager, and Grocery Store Department Manager with a solid track record of running restaurants successfully, starting from marketing and brand promotion, competition research, business development, and identifying target customers to an active supervision of every part of the restaurant operations including service level, menu quality, staffing and financial aspects.

Strengths include:

Professional Executive with a solid work history of achievement in Restaurant Management and Customer Service

Motivated leader with strong organizational, analytical, and prioritization abilities.

Areas of expertise include Events Organization, Purchasing, Training, Contract Negotiation, Interpersonal Skills – at all levels, Material and Time Management, Fully Bilingual English/Arabic,

■ Professional Experience

Department Manager Randall’s Houston, TX 2002 – Present

Key Functions:

Managed Ordering & Inventory Controls to optimize Best Sellers and reduce Out of Stocks.

Consistently met Department Sales Goals.

Consistently optimized Staff Sales per Hour (SPH) to meet Weekly Salary Budget.

Handled heavy machinery such as Forklifts, Pallet Jacks, and Balers to assist with movement of inventory.

Provided prestigious customer service creating lasting clientele rapport.

Cultivated new backroom standards for more efficient organization.

Systematized units of inventory improving the rate of internal loss prevention for the business.

Trained, developed, and oversaw a team of three or more to uphold store protocol to ensure best productivity.

Communicated with management and floor associates any adversity or changes with procedures.

Supported other departments with the goal of overall store success

Oversaw and directed team members regarding department and display standards

Resolved various product or consumer complaints with excellent communication skills and follow-up

Explained and Demonstrated the features and benefits of home improvement products to consumers

Received passing scores on store audit each quarter.

Greeted and actively listened to customers to uncover purchasing needs and provide recommendations based on need requirements.

Restaurant Manager Charley’s 517 Houston, TX 1990 – 2002

Supervised all in-house aspects of the restaurant, from in-house decorations to menu selection.

Managed different areas of restaurant operations such as customer relations, vendors’ relations, and inventory control.

Specialized in training and motivating new staff regarding their work and responsibilities.

Controlled the overall cash flow on a daily basis to meet the weekly expenditures.

Maintained accounting books regarding employee payroll and sales summaries of the restaurant.

Helped in promoting business through social interaction in community events.


Hired staff for various departments according to skills required.

Trained new staff; delineated their responsibilities and restaurant work ethics.

Monitored cooking staff closely to ensure adherence to required standards in terms of quality and safety.

Maintained a friendly environment for staff and customers.

Scheduled working hours of staff and rotation of shifts.

Selected Initiatives:

Assisted the customers in answering their queries regarding food quality and service.

Maintained the cleanliness and sanitation standards of the restaurants by routine checkup of the cleaning done by facilities staff.

Created new menu formats keeping in mind customer preferences and upcoming varieties available.

Searched the market regarding new dishes and recipes or latest trends in restaurants that could help improve business.

Marketed the restaurant as venue for special events to increase business productivity.

Customer Service

Cultivate relationships with new customers to achieve sales objectives and provide insight into new products, features, and options.

Complaint Handling

Sales Reports & Correspondence

Inventory Management

Business-to-Business & Business-to-Consumer Sales

■ Educational Qualifications

BA Computer Science 1981- 1983

University of Houston (did not obtain diploma)

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