General Manager Customer Service

WILLIAM T. EVANS

adwqu2@r.postjobfree.com 626-***-****

SUMMARY

A results-oriented, motivated individual with over 25 years of work performance in restaurant/food service management, both district wide and for single retail locations, Skilled in vendor negotiations, staff training, operations/budget control, caterings and building long-term, sustainable growth. Entrepreneurially focused, successful in individual or team settings, and recognized as a critical thinker who delivers results in high pressure situations.

EXPERIENCE

DIET TO GO Los Angeles, CA

General Manager September 2014 to Present

● Directly manage over 25 employees and 3 supervisors,,with all HR responsibilities including hiring, coaching performance management reviews and development of training programs. Prepare and maintain procedure manuals and guide employees through operational changes.

● Knowledge of laws and regulations governing the food industry including compliance with FDA, USDA and HACCP standards; using continuous improvement process, address food and employee safety and sanitation issues including overall safety of the facility.

● Set and lead the team to attain established goals and objectives meeting product quality and preparation time targets, within budget while ensuring over 8,000 high-quality meals, from concept to delivery, are produced weekly.

● Conduct daily and weekly safety inspections of food service equipment to ensure optimal operating conditions at all times; work with maintenance to resolve equipment related issues leading to reduced machine downtime and ensuring a safe environment at all times.

● Establish and maintained a positive working relationship with all vendors, while analyzing cost of goods versus contractual agreements, ensuring accuracy of orders, cost and delivery procedures. FIRST CUP CAFFE Los Angeles, CA

Restaurant Owner November 2006-August 2014

● Responsible for daily operations of 120 seat restaurant and activities directly related to making products and providing service.

● Reviewed performance data, including financial statements, sales and activity reports to measure productivity and progress towards goals to determine areas in need of cost management or operational improvement.

● Oversaw personnel process including hiring and onboarding, preparing schedules, assigning duties and management of all personnel processes.

● Planed and directed activities for sales promotions.

● Coordinated catering events, planned and implemented a catering incentive program (achieving sales and profits) which included selling social catering events, servicing accounts, developing and following-up on leads.

● Increased sales by 35% by providing strong customer and account support. CHAMPAGNE FRENCH BAKERY AND CAFÉ Beverly Hills, CA General Manager May 2004 – October 2006

● Met the service needs of 2000+ customers on a weekly basis.

● Oversaw cash management and banking operations.

● Direct responsibility for profit and loss of store, service goals, and meeting the labor and COGS goals on a monthly basis.

● Direct accountability to support and motivate one assistant manager, two shift supervisors and a team of 14 members, including interviewing, hiring and overseeing training of staff

● Directed purchasing, merchandising and customer promotion activities JAMBA JUICE Los Angeles, CA

General Manager November 2002 – March 2004

● Met the service needs of 3000+ customers on a weekly basis.

● Direct responsibility for profit and loss of store, service goals, and managing the highly trafficked location of the Los Angeles Melrose district

● Direct accountability to support and motivate three supervisors, 21 team members and interviewed, hired and oversaw training

● Defined and implemented company policies and procedures COFFEE BEAN & TEA LEAF Los Angeles, CA

General Manager October 2001 – October 2002

● Managed and trained five supervisors and 17 team members.

● Managed the highly frequented Hancock Park area of Los Angeles and outperformed sales and service goals TIMOTHY’S WORLD COFFEE Boston, MA

District Manager September 1999 – September 2001

● Managed 11 stores including seven in Manhattan, two in Washington, D.C., one in Boston, one in Philadelphia and an additional four suburban locations.

● Developed policies and training tools to ensure compliance with product quality, operations and customer service standards.

● Partnered with store managers to identify and groom employees for future leadership positions throughout the company.

● Prepared quarterly goal/objective reports and presented to VP of Operations.

● Traveled to U.S. and Canadian locations monthly to review operations, identify opportunities to increase brand recognition, and help implement strategies that optimize sales, profitability and customer/employee satisfaction.

● Assisted HR Manager in the delivery and administration of related policies and procedures. General Manager April 1995 – September 1999

● Met the service needs of 5000+ customers on a weekly basis; maintained effective flow of 65 seat location that emphasized take-out business

● Negotiated $120,000 annual contract providing catering service to an advertising firm which required service throughout six floors

● Direct accountability to support and motivate two assistant managers, three supervisors and 23 employees

● Managed mall locations in the historic Back Bay area while outperforming sales and service goals and surpassing P&L goals EDUCATION

COMPUTER LEARNING CENTER OF BOSTON Boston, MA

INTERESTS

Hockey, outdoor activities, travel and exotic food and reading

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