Manager Customer Service
Resume:
Terrence James
Columbus, GA *1907
E-mail ********@***.***
Objective:
Seeking challenging and rewarding career as a Food Service manager/Food Service specialist.
Summary of Qualifications:
• Over 23 years proven experience in all aspects of food service operations and management.
• Supervised, trained and evaluated up to 140 cooks supporting organizations of up to 3,000 personnel.
• Recognized by Commanding General for best dining facility two consecutive quarters.
• Served as Contracting Officer providing quality assurance inspections to U.S. Army dining facilities located in Haiti.
• Experienced in training, motivating, and supervising individual workers.
• Customer service oriented, team player, and possesses strong work ethics.
Professional Experience:
Senior Food Operations Manager/Food Service Specialist, U.S.Army, 1978-2002 Dining Facility Management:
• Dining Facility Manager with American Services Contract feeding over 1,500 Army Reservist per meal.
• Managed a dining facility preparing three meals a day for up to 3,000 personnel.
• Assigned duties, scheduled work hours, rewrote job descriptions and evaluated the job performance for up to 140 cooks.
• Inspected and evaluated contract food service operations for compliance with contractual and standard operating procedures.
Business Administration:
• Kept accurate accounting records for daily cash collections.
• Developed and implemented an automated sensitive and high dollar item inventory system that improved accountability.
• Developed and initiated policies and procedures for sanitation, safety, energy, physical security, and fire prevention programs.
Senior Food Operations Manager/Food Service Specialist, U.S. Army, 1996-2002 (cont.)
Project Management:
• Earned an award for developing and effective training assessment program that improved the quality and timelessness of organizational training of 500 personnel.
• Developed and organized all personnel training documents and statistics.
• Developed a remedial physical fitness program that resulted in 98% of the personnel passing the Army Physical Fitness Test.
• Served as the Army Emergency Relief Coordinator for the organization.
Kellogg Brown & Root ( KBR)
Food Service Operations/Food Service Area Supervisor (February 2003 - Oct- 2005)
Supervising 7 Dining Facilities, 7 KBR DFAC Supervisors, 50 KBR Food Service Employees, 14 Subcontract Managers and 700 Subcontract staff.
• Provide supervision and support to all KBR Dining Facilities and Food Service Operations in assigned area of responsibility.
• Assure compliance with KBR Policies and Procedures and the DFAC SOW to include:
• Technical Bulletin Medical (TB MED) 530
• Department of Army Pamphlet (DA PAM) 30-22
• Kellogg Brown & Root Standard Operating Procedure (KBR SOP) 3B
• Twenty-Eight (28) Day Continuity of Operations (CONOPS) Menu
• Technical Manual (TM) 10-412 Armed Forces Recipe Cards
• Kellogg Brown & Root Standard Operating Procedure (KBR SOP) 3C
• Coordinate DFAC labor requirements, rations, supplies, equipment and service requests with the FS Area Manager, DFAC Supervisors, subcontractors, Military Representatives and other KBR organizations providing support services to Food Service Operations.
• Assure appropriate and required levels of approval are obtained for all actions.
• Provide cross-leveling coordination and support as required.
• Coordinate and support Special Events staged in all facilities.
• Act as Food Service Liaison with CWO/SGM level of G4 organization.
• Communicate with designated G4 representative daily. Address any issues and requests, forward to appropriate individuals for action. Develop a good working relationship based on responsiveness, trust, continuous improvement and exceeding expectations.
• Act as communication conduit providing information for Dining Facilities to and from Food Service Area Manager.
• Communicate and clarify management initiatives and requirements to DFAC Supervisors and assure information is received and acted on at all levels.
• Direct Area Logistic Coordinator to collect, consolidate and submit required/requested information from DFACs to Food Service Area Manager.
• Constant attention paid to Safe Work Practices, immediately addressing any unsafe acts witnessed. This applies to Food Service Staff and individuals from other KBR organizations, vendors or subcontractors.
• Conduct inspections regularly, bringing deficiencies to the attention of the DFAC Supervisor for correction. Document Inspections and review for undesirable trends.
• Inspect facilities for menu compliance to include special meals and Healthy Heart requirements.
• Review Preventive Medicine and KBR QA/QC Inspections. Follow-up on documented deficiencies to ensure correction.
• Act as KBR/Subcontractor staff representative; addressing employment, training and development issues.
• Meet regularly with staff to assess morale, potential problems and training needs.
• Participate as second level after the DFAC Supervisor in complying with the Open Door Policy in addressing Human Resource issues.
• Provide advice, counsel and guidance to all staff seeking to improve their job performance, enhance their skills and be successful. Provide positive documentation to Food Service Area Manager as appropriate.
• Provide advice, counsel and guidance to DFAC Supervisors and Food Service Technicians whose job performance is not meeting expectations. Submit documentation to DFAC Supervisors and Food Service Area Manager when performance issues are not corrected following verbal counseling.
• Act as agent of Continuous Improvement and Exceeding Expectations.
• Perform site visits and facility inspections and focus on ways to improve operations.
• Inform all DFACs about good ideas and things that work in other facilities.
• Include KBR and Key Subcontractor Staff in DFAC site visits for idea gathering and to improve morale.
• Query KBR DFAC and Subcontractor Staff for their ideas on improving operations in the following areas:
• Customer Service
• Food Quality and Presentation
• Sanitation and Work Place Safety
• Labor Efficiencies
• Cost Savings
Kellogg Brown & Root (KBR)
Area Food Service Manager ( Febuary-2003- May -2010 )
Supervises 18 KBR Food Service Employees, 3 Subcontract Managers, and 132 Subcontract staff. Three Senior Logistic WarehousemenResponsible for planning, budgeting, direct activities and related functions of the warehouse operations. Enforce and adhere to KBR safety rules and policies
•Responsibilities included Logistical Warehouseman, proper receipts, inventories, recordkeeping; storage issues of all project materials and control of project furnished tools and rentals for the (DFAC) Class 1.
• Provides supervision and support to the Satellite dining facility.
• Coordinate and support Special Events staged in both facilities.
• Constant attention paid to Safe Work Practices, immediately addressing any unsafe acts witnessed. This applies to Food Service Staff and individuals from other KBR organizations, vendors or subcontractors.
• Review Preventive Medicine and KBR QA/QC Inspections. Follow-up on documented deficiencies to ensure correction.
• Act as agent of Continuous Improvement and Exceeding Expectations.
• Perform facility inspections and focus on ways to improve operations.
• Inform all staff about good ideas and things that works in other facilities.
• Include KBR and Key Subcontractor Staff in DFAC meetings for idea gathering and to improve morale.
• Query KBR DFAC and Subcontractor Staff for their ideas on improving operations in the following areas:
• Customer Service
• Food Quality and Presentation
• Sanitation and Work Place Safety
• Labor Efficiencies
• Cost Savings
• Assure compliance with KBR Policies and Procedures and the DFAC SOW to include:
• Technical Bulletin Medical (TB MED) 530
• Department of Army Pamphlet (DA PAM) 30-22
• Kellogg Brown & Root Standard Operating Procedure (KBR SOP) 3B
• Twenty-one (21) Day Continuity of Operations (CONOPS) Menu
• Technical Manual (TM) 10-412 Armed Forces Recipe Cards
• Kellogg Brown & Root Standard Operating Procedure (KBR SOP) 3C
DynCorp Food Service, LOGCAP IV (July 2010-Aug 2011)
Senior Food Service Manager at Dwyer
Overseeing Six Dinning Facilities Supervising 9 DynCorp EXPATS, 23 Renaissance Sub-Contractors. And 682 Supreme Sub- Contractors.
Provides supervision and support to the Satellite dining facility
Assure compliance all 6 Dinning Facilities with DynCorp Policies and Procedures and the DFAC SOW to include:
• Technical Bulletin Medical (TB MED) 530
• Department of Army Pamphlet (DA PAM) 30-22
• Twenty-Eight (28) Day Continuity of Operations (CONOPS) Menu
• Technical Manual (TM) 10-412 Armed Forces Recipe Cards
• Provide cross-leveling coordination and support as required.
• Coordinate and support Special Events staged in all facilities
Intermark International.
Food Service program officer (Oct 2011 to Feb 2012 )
• Supervising 4 Intermark Expats and 39 Afghans cooks
• Overseeing three Dinning Facilities two in Kabul and one In Herat Afghanistan
• Dealing with several different local vendors on food purchasing
• Assure compliance all 3 Dinning Facilities with Intermark food Service INC, Policies and Procedures and the DFAC SOW to include
• Customer Service
• Food Quality and Presentation
• Sanitation and Work Place Safety
• Cost Savings
Fluor Corporation
Food Service Supervisor (Feb 2012-August 2012)
Supervising 125 Afghans cooks 13 NASA employees and 16
FLUOR EXPATS. Feeding 2500 headcount a meal consisting of US
• Military, Polish Military and civilians Prepares and submit various Food Service report to Military and Foodservice Headquarter Office.
• Performs various other Administrative Duties of Food Service Department
• Utilize 28 Day Menu to ensure production schedules are accurate
• Ensure standards of TB Med 530 and DA PAM 30-22 are followed
• Participate in pre-shift Food Production meetings with supervisor and subcontractor personnel
• Conduct safety AHA training before shift
• Calculate profit/loss as pertaining to account management
• Ensure special events are properly coordinated at dining facility
• Provide direct operational oversight, supervision and training for my assigned Dining Facility.
• Liaise with other departments and Military Units in the interest of establishing a good working relationship based on Flour Corporation Core ethics.
• Communicate and clarify management initiatives/directions along with conducting follow ups to ascertain how new initiatives/directions have been received.
Intermark International
Food Service Deputy Program Manager (August 2012 Present)
• Oversees two dining facilities for the Afghan correctional facility. Providing 1500 to 2000 meals per day for Lawyers, Judge’s, and Afghans inmates.
• Create policies and procedures for logistics.
• Managed multiple departments including Food Service, Morale Welfare & Recreation, Laundry and Billeting.
• Direct inbound and outbound logistics operations, such as transportation or warehouse activities, safety performance, and logistics quality management.
• Collaborate with other departments to integrate logistics with business systems and processes, such as customer sales, order management, accounting, and shipping.
Education
• Certificate United States Institute Foundation of American Hotel-NIFI Course, ( 8 Weeks Correspondence Course, 1988 )
• Equal Opportunity School ( 2 Weeks Course, U.S. Army Europe, 1989 )
• Diploma, Food Service Management Course, U.S. Army 1990
• Diploma, Food Sanitation Course, U.S. Army 1990, 1991
• Diploma, Advanced Leadership and Management Course, U.S. Army, 1996
• Diploma, First Line Supervisor Course, U.S. Army, 1996
• Diploma, Mid-Level Management Course, U.S. Army, 1997
• ServSafe Certification from American National Standards Institute (ANSI)
Additional Training
• Primary Leadership Development Course
• AFMIS Course
• Basic Non-Commissioned Officer Course
• Advanced Non-Commissioned Officer Course
• 3 Semester Hours Food Prep-Buffet Cater__Austin Peay State University
• 3 Semester Hours Introduction to Ethics__Central Texas College
• 3 Semester Hotel and restaurant Management
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