Customer Service Manager

Hassan Akarri

Dayton, Ohio. Mob: +937******* · E-Mail:******.******@*****.***

Education

Bachelor of Science in International Business

USA The Ohio State University, Columbus, Ohio

March, 1987

Distinguished professional US citizen qualified by achievements and positions of progressive responsibility in major food and beverage multinational companies. Decisive and efficient using communications and management techniques to consistently solidify operations maximize efficiency and increase profitability. Stellar track record in start-ups, multi-site supervision, profit and loss administration and strategic planning resulting in surpassed bottom-line expectations. Exceptional communication abilities and proven leader skilled at building and directing cross-cultural teams, recruiting and training new associates, and liaising with customers. Proficient in schedule development, policy and procedure implementation, and problem resolution. U.S. citizen.

Areas of Strength & Expertise

General Management

Relationship Building

Customer Service

Communications

Staff Supervision

P&L Responsibility

Performance Evaluations

Staff Training & Development

Policy/Procedure Development

Productivity Improvement

Recruiting/Staffing

Troubleshooting

Crisis Management

Product Introduction

Financial Statements

Professional Experience

head of operation/development: Emirates Tastes Catering Services, 2010 – 2020

Fresh Chicken King: Operation Manager /HR Manager / Business Development / Marketing functions / Translator …

April 2008 – January 2010

● Developed & Performed in Restaurant Visits Feedback, held meetings for managers, conducted Hospitality, Food Safety and Product Quality Classes. Developed Opening and HACCP Checklists rolled out Inventory & P& L. Centralized Product Preparation. Overseen an operation of 250 employees including manager’s, commissary & office staff and planned their vacations.

● Traveled to Philippine & Syria twice to recruit for existing and new locations including contacts with recruitment offices in Syria, Egypt and Myanmar. Developed and rolled out Fresh Chicken King Employee’s Handbook. Conducted new hire orientation and introduced Star Training Program along with staff salary structure. Established bonus system based on Suggestive Sell for waiters and a bonus system based on Sales & Profit for managers.

● Negotiated new vendor contracts and located 5 new stores to open 2009- 2010. Planned marketing distribution and performed new menu translation.

Operation Manager/General Manager- Popeye’s UAE

May 2007-March 2008

Rolled out Food Safety Practices, HACCP Charts and Central Kitchen. Developed 2 Area Coaches and a trainer. Utilized manual program to establish product availability for customers at all times of operation. Introduced bench plan to upgrade and motivate team. Utilized vendors to provide equipments replacements. All 14 stores passed assessments conducted by USA.

Owner/Operator of Quiznos Subs in Westerville, Ohio, accountable for dining room and carry-out operations as well as complete oversight of 12 staff. Payroll and tax accounting functions. (May 2005 to Feb.2007)

Wheeler Enterprises KFC … London, Ohio 2000 to 2006

Privately owned and operated string of franchised KFC (Kentucky Fried Chicken) restaurants; Kentucky Fried Chicken recognized worldwide for chicken-based southern style menu items.

Director of Operations

Administered operations for 17 locations in several underperforming markets including Springfield, Marion, London and Delaware, Ohio bringing in combined annual sales of $20 million; accountable for employee hiring, training and performance evaluations in addition to product launches.

After 1st year of tenure, improved sales performance 10% by placing more focus on customer service via scheduling and product quality.

Within first 2 years in position, guided construction of 4 new stores as well as 5 major remodeling; responsibilities included recruiting/hiring/training of management, indirect oversight of 275 hourly employees, human resources functions, and product rollouts.

Operating with marginal budget, strategically prepared management to fill in positions when needed.

Reduced food and labor expenses 3% - 4% while simultaneously concentrating work time spent in office versus individual stores.

Guided director of operations replacement from initial hire through training/development to eventual lead position.

Guided 3 locations in Delaware County to 1st, 2nd, and 3rd place rankings in sanitation performance countywide; also achieved 100% score subsequent to corporate inspection.

Introduced use of operating budgets as means of propelling management accountability and containing operating expenditures; also introduced food cost analysis methods, waste charts and automation systems as means of assigning responsibility and improving overall operations and costs.

Kentucky Fried Chicken … Columbus, Ohio 1987 to 2000

Senior Area Coach

Positioned to elevate performance of sales and operations for 15 locations located in both rural and suburban areas; administered region profits and losses, managed annual sales budgets and cost expectations, organized product launches, hired and oversaw 250 associates (including management) and ensured quality of product and operations performance.

Successfully turned around operations guiding region to market leader in customer traffic, revenue, and customer service; outstanding performance resulted in selection twice as region coach to provide insight into methods of operational improvements. Also won several awards and all expense paid vacations for performance.

Demonstrated ability to persevere when guiding directives in diverse environments as locations were split evenly between inner city and suburbs; also operated in very old facilities thus demonstrating excellent crisis management tactics. Consistently operated with cleanest stores in region.

Vastly improved operations at all locations by utilizing leadership skills to organize powerful management team focused on positive movement of market position; mentored staff to several award recognitions as well as promotions to above store level.

Reduced expenditures 2%-3% by via strict adherence to use of operational tools by all personnel; also ensured money well used by each operation by assisting managers control on-hand inventory.

Elevated productivity by providing additional 2 weeks of training for new managers to improve knowledge and hands-on participation.

Multi-Unit Restaurant Manager … Columbus, Ohio (1990 – 1993)

Operated in role for 6-month evaluation period to determine readiness for Area Coach responsibilities; significantly improved performance results of 65 employees as well as sales activity in 4 locations resulting promotion to aforementioned role.

Certified Restaurant Training Manager … Columbus, Ohio (1987 – 1990)

Directed operations of $2.3 million KFC location while simultaneously providing training and development to 45 – 50 employees including management and area region coach; oversaw profit and loss performance, developed and maintained operating budgets, and administered all facets of human resources.

Recognized with several awards for outstanding performance; employed management tools and audits to improve probability of performance improvements.

Lowered operating costs by performing store landscaping, store window cleaning, and parking lot striping in house; built strong workforce and implemented sense of ownership in store productivity. Previously served as Restaurant Manager and Assistant Store Manager

Professional References Furnished Upon Request

· E-Mail:******.******@*****.***

Contact this candidate