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Work Background
The Dean Hotel GroupGeneral Manager
Sep. 2021 - May. 2024Condado de Dublin, Irlanda• Overseeing the management of routine administrative functions, including cash handling, inventory management, staff scheduling, sales reporting, waste management, and gathering customer feedback.
• Directing team members, implementing marketing strategies, and managing various aspects of the business, while monitoring Key Performance Indicators (KPIs) and managing budgets within Profit and Loss (P&L) frameworks.
• Accurately computing and recording daily transaction totals and ensuring data entry.
• Preparing and making bank deposits weekly, along with performing daily checks of the safe.
• Strategizing and overseeing stock control and purchasing processes.
• Calculating payroll hours and facilitating the timely distribution of wages.
• Ensuring outstanding customer service through the creation of a warm and inviting atmosphere.
• Responding customer reviews and complaints with tact and professionalism.
• Ensuring the quality of all food items served meets high standards.
• Supervising compliance with Health & Safety regulations and maintaining cleanliness based on the Food Safety Authority of Ireland and Health Service Executive (HSE) guidelines.
• Managing reservations, responding to email inquiries, and organizing the seating arrangement to best accommodate daily customer flow.
• Regularly verifying and updating employee information and visa statuses in the company’s internal system.
• Participating in the recruitment process, including interviewing and selecting new hires.
• Conducting initial training for newcomers and providing continuous education for all team members.
• Offering performance evaluations, feedback, and conducting meetings with staff to enhance customer service and overall performance.
Qwertee LtdTeam Lead
Apr. 2020 - Sep. 2021Condado de Dublin, Irlanda• Ensure equipment is inspected and work stations are cleaned before the start of the shift.
• Generate and print labels using the internal system before the shift begins and adjust as necessary throughout the shift.
• Strategize the daily production schedule and organize pick/pack activities in alignment with the plan.
• Oversee quality control to verify that labels have been accurately selected.
• Monitor production processes to confirm that batches are selected, checked, packed, and dispatched as per the daily schedule.
• Prepare shipping documents and packages for daily collection by postal services such as the Post Office and UPS.
• Assist with production tasks, including picking, checking, packing, and boxing, as required.
• Manage break times and the beginning/end of shifts to optimize production workflow.
• Track individual picking/packing times of staff members for bonus calculation purposes based on performance metrics.
Ann’s Bakery & Restaurant Ltd.General Manager
May. 2017 - Dec. 2020County Dublin, Ireland• Overseeing daily administrative tasks such as cash management, inventory oversight, staff scheduling, sales analysis, waste minimization, and customer feedback collection.
• Conducting inventory checks, ordering, and managing supplies for three restaurants.
• Reviewing and updating employee contracts and ensuring visa compliance.
• Accurately processing and recording transaction totals daily.
• Strategizing for efficient stock management and purchasing.
• Delivering outstanding customer service by providing a friendly environment.
• Responding to customer feedbacks and complaints tactfully and professionally.
• Ensuring adherence to Health and Safety regulations and maintaining cleanliness in line with the Food Safety Authority of Ireland and HSE guidelines.
• Training new employees, as well as continuous education for existing team members.
• Processing and managing payroll calculations and submissions for timely distribution of wages.
Ação Contact CenterOperations Manager
Feb. 2016 - Sep. 2016Belo Horizonte, Minas Gerais, Brazil• Managed, processed, and reviewed timesheets, payroll, and daily attendance of Call Center employees.
• Analyzed statistical call center metrics and reports, identified areas to improve, implemented measures that improved service levels and achieved team objectives.
• Monitored team service performance on a real-time and ongoing basis to ensure targeted goals are achieved. Monitored calls and provided feedback during coaching sessions.
• Created and developed plans to ensure team achieves business objectives. Provided constructive feedback and obtained improvement commitments from staff.
• Insured implementation of call center policies, operations and performance standards were understood and followed by agents.
• Software used: Callflex, Totvs ERP. Main achievement:
• Consistently achieved targets beyond 100%.
GlobalCob Serviços de Cobrança - Reale & Reale Advogados AssociadosOperations Manager
Apr. 2011 - Oct. 2015Belo Horizonte Area, Brazil• Oversaw Credit Recovery Operations, monitoring daily operations to ensure all service levels (SLAs) and key performance indicators (KPIs) are met.
• Analysed operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
• Managed 8 Team Leaders and a 180 Call-center Agents team aiming at full capital recovery, collection and agreements with customers in arrears, responsible for locate and contact debtors about outstanding obligations via phone call negotiations, negotiate payment methods to fulfil financial requests in accordance with established procedures.
• Involved in the recruitment, interviewing and training of new staff. • Collected on average of $ 1M monthly in under past due revenue.
• Consistently achieved montlhy and annual targets. Main achievements:
• Due the high performance achieved by my operation, I was invited to set up a new site, managing the full recruitment process of new staff, creating and implementing procedures to ensure the progress and efficiency.
• Award as the Best New Sales for 2013 and 2014 .
• Joined a team who had been struggling to recover funds to the value of 1million over a period of 11 months and managed them to success in just one month.
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