General manager
Umami Company
Total years of experience :14 years, 11 Months
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Manage overall operations and responsible for the effective and successful management of labor, productivity, quality control, and safety measures as established and set for the Operations Department. Improve processes and policies in support of organizational goals. Formulate and implement departmental and company policies and procedures to maximize output. Monitor adherence to rules, regulations, and procedures. Enhanced management reporting and looks for opportunities to expand. Recruit, select, train, assign, schedule, coach, counsel, and discipline employees. Formulate and conduct regular appraisals to document performance.
Key Accomplishments:
● Set operational goals and strategies, achieved challenging targets, actively maintained the overall customer experience.
● Formulated Standard Operation Procedure, Standardized Recipes and Staff Guide.
● Initiated new standards and processes, formulated Employee Performance Review, improved efficiency and productivity
● Identified skill gaps and provided appropriate training, upskilled staff members to achieve targets.
● Originated and introduced department competitions and incentives; motivated staff to exceed sales and service targets.
● Initiated new sale channels
Collaborate with the senior management team to improve the efficiency and effectiveness of customer service, partner with multiple business areas to establish and examine issues. Ensure the consistent articulation of the corporate message to maintain an outstanding customer experience. Recruit and manage a high performing team, schedule and prioritize tasks to meet organisational and department objectives. Provide training and guidance to safeguard the ongoing development of individuals, conduct annual appraisals to document performance. Establish an excellent team spirit to maintain positive attitudes throughout the business, formulate strong systems and internal control measures.
Key Accomplishments:
• Acted as an escalation point for customer complaints, resolved all issues professionally and efficiently.
• Initiated new standards and processes, improved efficiency and productivity.
• Identified skill gaps and provided appropriate training, upskilled staff members to achieve targets.
• Key strategic and operational contributor to the achievement of challenging targets, actively maintained the overall customer experience.
• Originated and introduced department competitions and incentives; motivated staff to exceed sales and service targets.
• Coordinated stock availability to optimize availability and profitability, oversaw warehousing and logistic requirements, met customer delivery expectations.
Took full operational management responsibility with a keen focus on raising standards of operations, advice, and customer service. Recruited and managed the performance of the Contact Center team. Monitored call handling, written correspondence, and email enquiries to ensure compliance with company standards. Created a friendly and inviting environment to make it easier for the organisation to meet short and long-term goals. Drove operational and service strategies, oversaw the meeting of results within tight deadlines without compromising standards.Enforced and adhered to corporate policies.
Key Accomplishments:
• Presented with a Letter of Gratitude and promotion as a result of efforts in achieving outstanding team results.
• Contributed significantly during management meetings, shared ideas and best practice to improve service standards.
• Set goals and steered the team to achieve the highest possible standards of customer service, effectively handled complex queries, developed robust customer relationships, encouraged new and repeat business.
• Successfully managed key projects from inception to completion, provided training and guidance to staff members to ensure all milestones were met.
• Devised and issued project progress reports for senior management review, enhanced business decision making.
• Accurately forecast future contact centre requirements, achieved results through effective project planning and time/resource planning.
Formulated and issued purchase orders including pricing specifications. Examined and sanctioned multiple purchase orders. Worked alongside the Quality Control team, inspected incoming goods to ensure compliance with standards. Identified delivery discrepancies and damages, followed through errors to successful fulfillment.
Key Accomplishments:
• Liaised directly with local and international suppliers, negotiated competitive prices, maximized profitability.
• Successfully agreed delivery timescales with suppliers, met client requirements.
• Provided oversight across vendor’s invoices, confirmed accuracy and compliance with corporate and industry rules.
Led a team of talented and motivated individuals, provided training and coaching throughout the team. Dealt with all aspects of incoming calls in this fast-paced call centre environment.
Key Accomplishments:
• Led all operational aspects of the team, engaged and motivated members to achieve all customer service targets.
• Initiated development meetings with staff members; enhanced progression.
• Effectively reviewed skill gaps to aid individual development and succession planning.
• Chaired meetings, presented ideas for discussions, decisions, and approval, drove effective process improvements.
• Secured a team leadership position within 6 months of joining the company.