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Manager Customer Service

Location:
Qibla, Kuwait City, Kuwait
Posted:
November 11, 2019

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Resume:

Hassan Jawad

Kuwait, Salmiya

Mobile : 009**-********

Lebanese, Married, 13/12/1983

E-mail: ******.****@*****.***

CAREER OBJECTIVE

My main objective is to work in a competitive environment where innovation and challenges are the norm, a place where I can implement my knowledge and experience in management and on the job training & development; I look forward for a position where I can contribute to my company’s growth as well as my own.

AREAS OF EXPERTISE:

Client Relations Inventory Control

Sales Forecasting Staff Supervision

Training and Development Point of Sale Systems

Cost Control Problem Resolution

PROFESSIONAL EXPERIENCE:

My Goals:

-Deliver excellent service.

-Enforce standards and specifications.

-Impact financial profitability

-Increase staff productivities

September 2013 to present-

Operations Manager at Creative-eye company-Kuwait

Handling 4 concepts:

oBrown Tomato located in (Al-Hamra tower) Italian concept.

oChocolate & Macaroon, located in (Arraya, Juliaa) international cuisine.

oBrothers concepts specialized in burgers/organic, healthy food & pre-pack meals, located below:

Mubarakiya (Somu)

Shaheed park (Sharq)

Arraya Mall

Shuwaikh (Mayar complex)

oCoffeed (specialized of manual brewing coffee / pre-pack sandwiches & desserts)

oBrothers Grab & go (Diva Gym for ladies-Sabah el Salem)

oBrothers catering (cooking live burgers & other organic food)

oCoffeed catering (serving all type of coffees & backed good from our cart)

Follow on the department’s activities with key managers including human resources management, operations performance from sales marketing and public relations.

Planning, controlling and administering department’s activities including budget plans and other reports.

Delegating tasks and accountabilities.

Recruiting new team members in coordination with the HR manager to ensure branches are well supplied to deliver the best service.

Assessing training needs and help implement training programs to improve customer satisfaction and improve mystery shopper evaluations.

Ensuring that employees are professionally supervised and motivated.

Discussing employee feedback on performance with branch supervisors.

Monitoring and evaluating performance.

Taking disciplinary actions, rewarding staff and reporting to owner.

Encouraging team members to meet & exceed customer expectations.

Coaching & correcting employees.

Developing & encouraging teamwork.

Establishing work schedules.

Ensuring effective communications between employees.

Providing decisive leadership and leading by example.

Coordinating with marketing manager on regular promotional activities.

Communicating with the merchandisers regarding the supply of stock in the branches to maximize stock potential.

Initiating end of quarter branch stock takes and regular monthly spot checks while coordinating with accounting and purchasing.

Coordinating and monitoring the work of various departments involved in receiving goods, warehousing, pricing and distribution of goods to ensure the smooth running of the operation

Regularly following the transactions on the POS software and generating reports for review and analysis.

Finding solutions to problems and taking the necessary actions.

Being proactive and foreseeing possible operational difficulties.

Ensuring company standards and specifications are met.

Preparing budgets and P&L statements.

Effectively communicate and implement the company’s vision, mission, strategy, values and culture.

Actively contribute to business development including new store openings and identifying opportunities for staff and business development. In addition to the day-to-day responsibilities.

Assist in new menu creation, fully responsible for rollout in all location after the menu is finalized by F&B Dept.

Responsible for all matters regarding Sales, Manpower allocation, cost control as well as service standards

June 2010 to August 2013 – Bon Group Company –Kuwait

The chocolate Bar Restaurant – District Manager

Reporting to general manager in all matters regarding operations

Handling 5 locations in Kuwait. Daily checkup and follow-up on operations’ smooth running

Responsible for all matters regarding Sales, Manpower allocation, cost control as well as service standards

Assist in new menu creation, fully responsible for rollout in all location after the menu is finalized by F&B Dept.

Follow-up on store purchases to maintain a standard cost of goods sold.

Managed new restaurants opening, from design feedback to contractor’s follow-up as well as store opening. Handled there opening so far:

oSpoons (Mahboula) – Shop Opening - October 2010.

oArjan (Al bida) – Total Renovation – September 2011.

oHamra Mall (Kuwait City) – Shop Opening – July 2012

April 2008 to May 2010 – Bon Group Company –Kuwait

The chocolate Bar Restaurant – Branch Manager

Responsible for special occasion’s coordination, especially for weddings and big events.

Handling catering orders/events.

Direct sales and profitability of high-image full service restaurant.

Engaging contractual agreements with suppliers and customers.

In charge of the smooth day to day operation of the restaurant insisting on high standards of customer service.

Analyze the stock coverage in the store, back office through ongoing inventories.

Serving breakfast/lunch/dinner offerings seven days a week; accommodating to up to 200 guests and managing more than 40 associates.

2006 to March 2008 – Universal Food Company W.L.L. - Kuwait, Avenues

ZAATAR W ZEIT RESTAURANT - BRANCH MANAGER

Direct sales and profitability of high-image full service restaurant.

Specialized in Lebanese food and serving breakfast/lunch/dinner offering seven days a week; accommodating up to 125 guests and managing 38 associates.

Analyze performance and competition in the country.

Attend meetings and contribute to company strategy and policy-making as required.

Look for potential opportunities in the area for new site locations, and business development on an ongoing basis, opened 1 restaurant in Kuwait

Analyze the stock coverage in the store, back office through ongoing inventories.

Extensive profit/loss experience in standardization of portions and implementation of labor cost controls, documents end-of-month, daily and weekly transactions; prepares bi-weekly payroll.

Recognized for cultivating long term, stable staff with team-player philosophies; credited with increasing revenues 30% over three years by increasing customer base and average check.

Created, developed and implemented all formalized operational systems and procedures including employee handbook, flow charts, forms, check-lists, server/kitchen associate job descriptions and incentive programs.

Configured server station charts to assure high degree of customer service; focused on customer problem-identification and resolution.

Voted "Best Store" and "Best Food Cost" by the operation manager.

Ongoing staff education, coaching on how to achieve the restaurant goal and achieve their personal developing goals, within the company through intensive trainings courses.

Attending trainings on leadership, communication skills and operation procedures.

2004 to 2006 – Universal food company W.L.L- Kuwait, Marina Mall

ZAATAR W ZEIT RESTAURANT – FLOOR MANAGER

Directed 18 associates for full service theme restaurant.

Emphasis on inventory control and business development, sales.

Cultivated every week a store promotion with different themes.

Recipient of performance excellence recognition, and won numerous sales contests.

Attended ongoing trainings on customer service and customer complaints.

Adhere to stated policies and procedures relating to hygiene, safety and sanitation.

Achieved annual sales goals and portion based on volume, gross margin, payroll, shortage, expenses, and sales volume.

2003 to 2004 – Meeting point- Lebanon.

DUNKIN DONUTS COFFEE SHOP - SHOP MANAGER

Stock controlling & managing orders.

Handling guest comment cards and archiving data.

Cost control, inventory.

Seminars Attended: Location Data Report – Retail Food Safety Systems – 7 Habits Of Highly Effective People – Living the Seven Habits - Sun Tzu’s The Art Of War – First Things First – Customer Service – Delivery Operational System – One Minute Manager – CRM (customer relationship management), M.T.P (Manager training Program).

EDUCATION

2003-2004 Business Management (CIT – Dawra) Center International des Sciences Techniques

LANGUAGES

Fluent in English, Arabic and good in French

HOBBIES

Swimming, Reading and music.



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