Fouad Mazzine

• Managed all administrative functions of the establishment, including
correspondence, filing systems, vendor contracts, and daily reporting to ownership.
• Maintained organized digital and physical records covering invoices, employee files,
health & safety documentation, and liquor licensing compliance.
• Coordinated scheduling and payroll processing for a team of 12 front-of-house and
kitchen staff, ensuring accurate timekeeping and labour cost control.
• Fostered a positive workplace culture by organizing team events, recognition
programs, and open-door communication practices.

• Managed daily operations, including staff scheduling, shift planning, and workforce coverage to maintain optimal floor capacity.

• Enhanced team performance through targeted coaching.

• Resolved customer complaints, boosting satisfaction ratings to 95%

• Managed daily operations, including staff scheduling, shift planning, and workforce
coverage to maintain optimal floor capacity.
• Enhanced team performance through targeted coaching.
• Resolved customer complaints, boosting satisfaction ratings to 95%.

• Handled an average of 60 inbound calls per day, resolving billing inquiries, account issues, and service complaints promptly.
• Maintained a customer satisfaction score of 95% by delivering clear, empathetic, and professional communication on every call.
• De-escalated frustrated or upset callers using active listening and problem-solving techniques, turning negative experiences into positive outcomes.

• Handled an average of 60 inbound calls per day, resolving billing inquiries, account
issues, and service complaints promptly.
• Maintained a customer satisfaction score of 95% by delivering clear, empathetic,
and professional communication on every call.
• De-escalated frustrated or upset callers using active listening and problem-solving
techniques, turning negative experiences into positive outcomes.