Customer Service Sales

James Douglas

**** ***** ****** ****

Altadena, CA 91001

JamesDouglasis1950@gmail

Home: 626-***-****

Dedicated restaurant manager with 20+ years of experience in restaurant management; consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and store operations policies.

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Restaurant Operations Mgmt

Multi-Million Dollar P&L Mgmt

Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement

Multi-Unit Operations Mgmt

Teambuilding & Training

Cost-Reduction Strategies

Risk Mgmt & Inventory Control

Vendor Sourcing & Negotiations

Professional Experience

Sunrise Warriors, LLC dba Biggie Burger

1-2012 to Present

Director of Operations

Responsible for all aspects of restaurant operations including development and implementation of operational protocols and procedures. Responsible for local market promotions and employee training, both back and front of the house, with special emphasis on customer service delivery systems, customer interaction and brand awareness initiatives.

Hamburger Hamlet

1-2009 to 1-20012

Director of Operations

Responsible for operation of ten full-service restaurants with bars. Duties included Fostering an environment in which guests enjoyed high levels of service and employees were motivated to deliver top performance. Specialized in managing front-end operations to ensure friendly and efficient delivery of dinning services.

Reduced staff turnover by 15% in 5 months, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building.

Elevated store’s guest-satisfaction index from 86% to 92% within three months; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.

Trained assistant managers in ten restaurants, and contributed to significant improvements in guest satisfaction and sales.

Exemplified the second-to-none customer service delivery for which Hamburger Hamlet has been known for over fifty years.

Fatburger North America 11/2000—11/2009

Director of Operations/Franchise Consultant

Opened over 40 new restaurants in Los Angeles and Las Vegas, both company owned and franchised; managed events for over 2,000 attendees. Directed over 20 employees and managed P&L’s, sales, inventory, merchandising and cost controls. Maintained high standards in sanitation and safety and complied with regulatory guidelines.

Consulted with over 20 Franchise owners; trained new managers to manage stores with P & L’s up to 1.5 million dollars.

Transformed operation that was posting annual losses to achieve profits within one year. Met or exceeded all sales targets despite increased competition presented by the opening of new local hamburger chains.

Introduced training programs that enhanced employee performance and helped build a motivated workforce.

Millinium Coffee

1/1997—10/2000[

Area Manager

Was responsible for training and marketing for 3 stores; created a successful marketing plan using advertisements, popular radio stations and supplier co-op ads

Increased sales by 10%; increased service quality and customer loyalty

Delivered industry-low, 25% turnover rate

Host Marriott Services

5/1992—12/1997

Multi-Unit Operator

Was responsible for total operation of four new-themed restaurants; responsible for all areas of local store marketing

Trained managers in team management principles, focusing on workplace pride

Increased service quality and customer loyalty through better customer service

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