Customer Service Operations Manager

Milagros Valdivieso Infante

***** ****** ****** **.

Riverview Fl 33579

Cel: 813-***-****

Email : **********@*****.***

PROFILE

Prepared for leadership in personnel management, trained to make informed decisions in immediate situations, supervised operations management, manage the latest computer programs at an intermediate level, trained to perform efficiently in any administrative area, sales, marketing or in any area of customer service that requires responsibility, care and dedication. Prepared to be able to develop myself professionally, and ability to interrelate to work as a team based on results.

Restaurant Advisor: Preparation of operational manuals by areas; Administrative, Kitchen, Bar, Cleaning, Service, Delivery, Security, Cashier. Operational processes according to business and expansion.

PROFESSIONAL EXPERIENCE

DPP Corp S.A. – Domino’s Pizza.

Position: Operations Manager January 2022 – October 2024

Responsible for compliance with the processes established in the operation. Responsible for the supervision of 12 stores, 12 store managers and 250 collaborators between insiders and outsiders, visiting weekly, identifying any problems in the operations.

Handle customer complaints, identify improvements, create processes and implement them so that the operation is more efficient for team members.

Responsible for the organization, operation and operation of the processes of 12 stores that assemble the food to dispatch orders and be sent to customers through delivery drivers.

Continuous communication with the Store Managers to coordinate the operation and fulfillment of the operations in delivery, dining in and carry out, ensuring the correct delivery of orders, ensuring that the stores have the necessary supplies for daily and weekly sales, that the stores are stocked with all the pre-prepared foods necessary to cover sales.

Monitor orders, daily, weekly and monthly sales according to the objective or planning of the budget assigned according to the location.

Supervise the preparation time of the orders to be dispatched and sent to customers within the allowed and established times, control of late orders, free orders, and losses.

Ensure compliance with the processes proven in the operation and supervise the handling of complaints by store and incidents in customer claims, find improvements, create processes, and implement them so that the operation is more efficient.

Overseeing the restaurant's smooth operational running, responsible for monthly evaluations to assigned stores, supervising the performance of the Store Manager, includes different tasks such as hiring and training staff, managing schedules, and ensuring compliance with all health and food safety requirements.

DPP Corp S.A. – Domino’s Pizza.

Position: Head of Training and Coaching December 2020 – December 2021

Responsible for evaluating the growth and development needs of employees and the company in general, as well as the development of greater productivity and better employee performance. Weekly training measurement of 24 stores, with more than 400 employees, career line development. Responsible for the development of new products, monthly evaluations of service network and product quality of the entire chain, creation of customer service processes. Development of training and coaching programs according to performance areas. Responsible for organizing store visits by the company’s admiring areas according to the time spent in the company. Creation of manuals and visual aids by area. Responsible for the training and coaching of new area leaders, store managers and assistant managers in coordination with the operations area.

DPP Corp S.A. – Domino’s Pizza Position: Store Manager August 2017 – November 2020

Responsible for fulfilling sales assigned per month, planning of the premises and staff. Planning and carrying out weekly schedules for the staff in charge. Daily cash count, daily and monthly inventories of supplies, responsible for placing orders for supplies, drinks, for the preparation of the restaurant’s sales products according to sales behavior, responsible for controlling and supervising the proper attention of the staff, guaranteeing a fabulous service. Monthly realization and coordination of mass flyer distribution to delivery areas.

Awarded as Manager of the Year 2019

Domino’s Pizza – La Marina location: Awarded as Store of the Year.

Store recognized for the 45% increase in sales, controlled Management indicators such as: Labor, Food Cost, Staff Turnover, Service Times, Product Quality, Mystery Shopper.

Restaurant Consulting

Preparation of operational manuals by area; Administrative, Kitchen, Bar, Cleaning, Service, Delivery, Security, Cashier. Operational processes according to business and expansion.

Clients:

-Carnívoro la Hamburguesería – April 2017

-Arepa Café Perú – January 2017

City Toys Position: Commercial Supervisor May 2014 – December 2014

Under the direction of Store Supervision, responsible for the control of cash-related resources, receipt, and inventory control documents, as well as the general operational efficiency of the store office. Administrative duties included keeping HR records, new hire orientations, and following corporate guidelines.

Tasks and Responsibilities:

-Protection of all company assets.

-Maintain compliance with company policies and procedures.

-Maintain confidentiality of HR, financial and other proprietary company documents.

-Work in conjunction with the field trainer to ensure that all employees are trained following company standards.

-Ensure that the premises keep a standard working order; that all files are maintained by company standards and that work areas and keep clean, organized, and prepared for any eventuality.

-The prompt completion of all documents generated in the office, showing the proper amount of urgency with all deadlines.

-Preparation and proper recording of all media, points of sale with cash registers and deposits.

-Maintaining updates to the price file of sales items.

-Compliance with cash handling, receiving, security and maintenance procedures.

-Timely communication with management regarding all corporate, partner and customer matters.

-Supporting operations in the stage of new openings.

-Ensuring that all customers who visit us receive the best possible service, both in the area and at the point of sale.

-Ensuring that all merchandise returns from suppliers and the warehouse are sent according to the schedule and that inventory adjustments are entered into the systems in a timely manner.

-Supervising tasks assigned to the Store Manager.

Pardos Chicken Position: Store Leader April 2013 – May 2014

Responsible for compliance with sales assigned per month, planning of the premises and staff. Planning and carrying out weekly schedules for the staff in charge. Daily cash count, weekly and monthly inventory of supplies, responsible for ordering supplies and drinks for the preparation of products for sale in the restaurant according to sales behavior, responsible for controlling and supervising the proper attention of the staff, guaranteeing a fabulous service to the diners

Peruvian Restaurant Corporation – Papa Johns Pizzas Position: Store Manager June 2010 – February 2012

Responsible for the fulfillment of sales assigned per month, planning of the premises and staff. Planning and making weekly schedules for the staff in charge. Daily cash count, weekly and monthly inventory of supplies, responsible for ordering supplies and drinks for the preparation of products for sale in the restaurant according to sales behavior, responsible for controlling and supervising the proper attention of the staff, guaranteeing a fabulous service to the diners. Monthly realization and coordination of mass flyer distribution to delivery areas.

She also served as a trainer for new members of the Management and Store Assistants department for different stores in Lima, obtaining satisfactory results, and who now hold the positions of Manager and Assistant in the corporation.

Coney Park October 2006 - December 31, 2007 Position: Store Manager

Manager of the Larco Mar store. Planning of the store and staff. Planning of monthly schedules for the staff in charge, having optimal sales results in comparison with previous years to the projected sales of the same year.

Pizza Hut April 2001 – March 2005

Store: C.C. Plaza San Miguel

Position: Customer service trainer and cashier.

Responsible for personalized customer service and training of new members, supervising compliance with procedures and service standards of the group corporation in charge.

TRAINING AND COURSES

-Hidden costs.

-Hosts on the phone.

-Customer obsession.

-Food safety.

-Complaint management.

-Customer satisfaction.

-Supervision techniques.

-Leadership and communication.

-Security and surveillance.

-Emergency situations.

-Product quality.

-Leading a group.

-Sales techniques.

-What is Suggestive Selling.

ACADEMIC TRAINING Jaime Bausate y Mesa School of Journalism Journalism.

Bachelor's degree.

IPAE

Diploma - Restaurant Administration

ISIL

Diploma - Comprehensive Administration REFERENCES

Jose Luis Camino Dentone - Peru Franchisee

Miguel Llanos - Director of the Americas DPI

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