Enthusiastic Brand Excellence Manager eager to contribute to team

success through hard work, attention to detail and excellent organizational skills. Clear understanding of Customer Experience and Brand Standard and Training. Motivated to learn, grow and excel in Customer Service, Training and Band Standard industry.

Work History

November 2015 - Brand Excellence Manager

June 2020 Costa Coffee – Emirates Leisure Retail LLC Dubai, UAE

Playing a key role in Costa Brand

Excellence

To support Costa operations in achieving

Brand Excellence standards

Support store through improvement visits

Provide hands-on coaching during store

visit

Assess and share best practice

Complete Costa audits across the estate

within the time frame (150 outlets)

To continuously improve Brand standards,

through consistent application, positive

coaching and robust action planning

Building relationship with external and

internal partners

Working closely with Costa MENA team

and review and update Brand Excellence

materials

Ensure all Operations and Store

management team are aligned and

calibrated on the Brand Excellence

standards

January 2011 - Core Skills Trainer

October 2015 Costa Coffee – Emirates Leisure Retail LLC Dubai, UAE

Managed quality assurance program,

including onsite evaluations, internal

audits and customer survey

Resolved Training problems, improved

operations and provided exceptional client

support

CHERYL

CALAUNAN

Brand Excellence Manager

Contact

Address

Al Nahda 2, Dubai

Phone

+971-**-*******

E-mail

adfvoq@r.postjobfree.com

Skills

March 2009 - Store Manager

December 2010 Costa Coffee – Emirates Leisure Retail LLC Dubai, UAE

Applied performance data to evaluate and

improve operations, target current

business conditions and forecast needs

Evaluated suppliers to assess quality,

timelines and compliance of deliveries,

maintain tight cost controls and maximize

business operational efficiency

Rotated merchandise and displays to

feature new products and promotions

Engaged and interacted with customers to

create positive shopping experiences and

drive revenue growth

Completed Monthly profit and loss

performance reports

Created work schedules according to sales

volume and number of employees

June 2006 - Store Supervisor

March 2009 Costa Coffee – Emirates Leisure Retail LLC Dubai, UAE

Kept all documentation and records

accurate and up-to-date with latest data

to prevent errors in processing or delivery

Offered expertise in inventory

management and current stock level to

internal teams and customers to facilitate

accuracy and product availability

Used hand-held devices and computers to

record and monitor inventory level and

completed audits to uncover and address

inaccuracies

Answered questions about store policies

and concerns to support positive customer

experiences

March 2005 - Barista

May 2006 Costa Coffee – Emirates Leisure Retail LLC Dubai, UAE

Elevated customer loyalty by using

Personal Data

Date of Birth

30th of July, 1978

Height

5 feet 2 inches

Nationality

Filipino

Civil Status

Single

Passport No.

P6313593A

UAE Driver’s License

1718163

Strong Customer Service Skills and

Customer Satisfaction abilities to resolve

customer problems

Restocked display cases with attractive

arrangements to promote specialty food

items like bagel and muffins

Created drinks in shifts with consistently

positive customer satisfaction scores

Learned every menu preparation and

numerous off-label drinks to meet all

customers’ needs

Maintained supply levels in counter and

customer areas to meet typical demands

January 2005 - Customer Service Agent

March 2005 Client Logic Philippines, Pasig City, Philippines

Handles any customer inquiries regarding

their current balance, payment dues,

upgrade or additional services

Responsible in handling any customer

complains

Responsible for up selling of any new

services and should be able to meet

daily/weekly/monthly quota

January 2004 - Customer Service Representative

January 2005 Ambergris Solutions, Inc. Pasig City, Philippines

Front line for MCI (Telephone Company in

USA)

Handles all customers service related calls

Responsible in installing a new account

Updates all customers about their current

balance, payment due or credit left

Responsible for up selling of any additional

and new services being offered like call

waiting, conference call, caller ID, etc.

January 2002 - Service Crew Chief

January 2004 McDonald’s Bahrain, Manama, Bahrain

Promoted customer loyalty by efficiently

handling food and service complaints

Maintained clean, sanitized and well-

organized food preparation zones

Processed payments and counted change

to complete transactions

Assisted Store Manager with

administrative tasks, achieved positive

results

January 2000 - Service Crew

January 2002 McDonald’s Bahrain, Manama, Bahrain

Arranged food items in serving trays and

placed take-out packaging to produce

orders for customers

Troubleshoot issues with equipment,

increasing lifespan

September 1999 - Telemarketer (Call Center)

December 1999 Market Gate International, Philippines March 1996 - Service Crew Trainer

August 1999 McDonald’s Metro lane, Philippines

Education

June 1995 - Bachelor in Hotel and Restaurant Management May 1999 Polytechnic University of the Philippines, Manila Philippines

June 1985 - Primary and Secondary

April 1995 St. Scholastica’s Academy of Marikina, Marikina City, Philippines

Character Reference

Ranjith Abraham Costa Coffee – Emirates Leisure Retail Brand Excellence Manager Dubai, UAE

050 – 6579168

adfvoq@r.postjobfree.com

Billy James de Leon Seven Fortunes Coffee Roasters Head of Training & Quality Control Dubai, UAE

052 – 1118207

adfvoq@r.postjobfree.com

Maria Mariz Barte Costa Coffee – Emirates Leisure Retail Store Manager DIA Terminal 2, Dubai, UAE

056 – 4233257

adfvoq@r.postjobfree.com

Contact this candidate