Customer Service Manager

_________ __ Scott John Schroeder

678-***-**** Home 678-***-**** Mobile

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

SUMMARY

A dependable, conscientious and results-oriented top professional who produces quality work, manages multiple tasks and manages and helps people improve. Comprehensive experience in restaurant, food and beverage service management, including full P&L responsibility, with a proven ability to expand revenues and profits through creative strategic planning, successful promotions, and labor/product cost control, and effective customer service.

PROFESSIONAL PROFILE

• Manage all aspects of budgets, forecasting, purchasing, inventory control, and marketing; develop and implement policies and procedures for existing and startup operations.

• Supervise and train front and back-house staff in food preparation, sanitation, presentation, and effective customer service. Serve Safe Certified from National Restaurant Association in 2009.

• Proven abilities in opening new facilities and revitalizing existing properties, marketing, quality control, staff hiring, and team leadership.

• Excellent communication skills; maintain positive relations with staff and customers in high-volume operations. Highly adaptable, creative and innovative, with exceptional strategic, conceptual, analytical, and execution skills. Confident, quick-thinking, perceptive, personable, and energetic.

PROFESSIONAL EXPERIENCE

Allmora Culinary Services- Old Fashion Food’s Inc., Atlanta, GA 2012

Account Manager- Peachtree Dunwoody Medical Center Café

Manage daily operations of cash operation facility, including Starbucks café, retail and dining facility. Oversee catering operations in the facility along with breakfast and lunch meals in the facility. Oversee labor purchasing and inventory, including menu planning and safety and sanitation.

300 ATLANTA, Atlanta, GA 2011

Cook

Planned and prepared food based on the core menu specifications, ensuring consistent quality product for customers. Produced special meals in accordance with catering needs. Proactively ensured that a clean, safe environment is maintained at all times. Readily assisted colleagues with miscellaneous duties to prevent delays in the customer service experience.

Sodexho Campus Services, Atlanta, GA 2004 – 2010

Manager Brittain Dining Hall – Georgia Institute of Technology

Oversaw all hiring and training of 85 staff including the Chef, and cash handling for this food service operation that provides 3,000 meals per week and generates more than $3M in annual sales. Performed all aspects of HACCP food safety and training on a regular basis. Utilized menu planning, and costing out development of cycle menus.

• Exceeded weekly $98K sales goal.

• Cut labor costs 1.2% per year and food service costs by 2.1% from 37% to 32% of budget.

• Increased customer service ratings 2% - 3% annually and maintain average of 85% - 90%.

• Saved $100K in electrical costs.

______ ______ __ Scott John Schroeder

PROFESSIONAL EXPERIENCE (cont’d): Page 2 of 2

R.T.M. Restaurant Group - Arby’s, Conyers, GA 2003

Assistant Manager

Directed operations in the restaurant during the General Manager’s absence, including safety, cash handling, scheduling, food ordering, staff training, and all daily food records including all HACCP sheets. Led by example in maintaining high food quality and customer service standards.

• Built a high-rate of repeat business through effective marketing and promotions.

• Decreased food costs from 32% to 27% and cut labor costs to 25%.

• Instituted HACCP program and improved food product quality.

Sodexo – Senior Services, Stratford, CT 2003

Chef Manager

In charge of all kitchen operations for a 226 resident skilled nursing facility account, including purchasing, inventory, menu pricing, safety, and production, as well as all aspects of food delivery, preparation and serving. Collaborated with the General Manager and staff on new menu development for residents for special event meals. Implemented and trained staff in HACCP. Hired and trained new production staff. Concurrently directed operations at a hospital as an onsite manager overseeing the main 200-seat retail food service operation.

• Developed and launched new retail coffee café at the nursing facility, including planning, physical layout, and menu.

• Reduced food costs from 35% to 27.2% and instituted inventory control methods.

• Improved quality and set standards for nutrition.

• Directed catering for special events.

Southern Connecticut State University, New Haven, CT 1999 – 2003

Director of Connecticut Hall Food Service & Assistant to Director of Housing

Hired from Sodexho contract position to oversee main dining hall food service and serve as contract liaison to ensure adherence to the contract with the vendor. Oversaw all building needs and booking of the special dining room along with the President’s Dining Room, and all aspects of functions for the President. Managed 3 cash food operations located in the building with extensive work in marketing, sales, and new product introductions.

• Brought labor costs down to 32% from 39% by involvement in renegotiating union contract.

• Reduced food costs 2% from 35% by negotiating contract with new vendor; heavily involved in preparing the RFP, the bid process, and vendor selection.

• Orchestrated $2M renovation as building manager and liaison.

VOLUNTEER WORK

• Usher, Faith Christian Center, Smyrna, Georgia 2008

• House Builder, Habit for Humanity, Atlanta, GA 2008

EDUCATION, CERTIFICATION & COURSEWORK

• Serve Safe Certification 2009

• University of New Haven, West Haven, CT 1994

Bachelor of Science, Hotel and Restaurant Management

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