ROHAN MANE
Customer Service Professional
Auckland,AUK
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Tutor (Customer Service)
VisionWest Education & Training Centre
Auckland
01.2019 - Current
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered exceptional level of service to each client by listening to concerns and answering questions.
- Maintained energy and enthusiasm in fast-paced environment.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Carried out day-day-day duties accurately and efficiently.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to clients, handled concerns quickly and escalated major issues to manager.
- Increased customer satisfaction by resolving course product and service issues.
- Provide clear, concise and organized lectures in accordance with the curriculum. Conduct field trips with classes. Conduct observations and interactions with students, alongside written tests and projects. Foster an environment conducive to learning.
Duty Manager
The Flying Moa
Auckland
03.2017 - Current
- I was responsible for food and beverage service operation of Restaurant, Bar and operations Front office of the Hotel.
- Key responsibilities include:.
- Operate Restaurant and Bar area, Stock Control, Purchasing, Marketing, Promotion, Staffing.
- Overall responsibility of all Food and Beverage operations and Front of house staff.
- Make sure all food safety and HACCP (Hazard Analysis and Critical Control Point) procedure of the company are adhered to.
- Oversight of all fronts of house operations and staffing up at “pitch points” and busy locations.
- Responsible for shift sales collection and submission to cash office.
- Briefing and debriefing of staff at the beginning and end of the shift.
- Manage, lead, and train all staff on shift to create dynamic, high performance operation team that can meet the operation needs.
- Looking after staff welfare, rostering and scheduling holidays.
- Take ownership of the operations in full and continuously drive sales to achieve targets.
Tutor (Customer Service)
Skills Update Training Institute
Auckland
03.2017 - 12.2018
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Delivered exceptional level of service to each client by listening to concerns and answering questions.
- Maintained energy and enthusiasm in fast-paced environment.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Carried out day-day-day duties accurately and efficiently.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Actively listened to clients, handled concerns quickly and escalated major issues to manager.
- Increased customer satisfaction by resolving course product and service issues.
- Provide clear, concise and organized lectures in accordance with the curriculum. Conduct field trips with classes. Conduct observations and interactions with students, alongside written tests and projects. Foster an environment conducive to learning.
Manager
The Bangalore Polo Club
Wellington
03.2014 - 03.2017
- I was responsible for overall operations of the Venue.
- Operate Restaurant and bar area, stock control, purchasing, marketing, promotion, staffing.
- Managing budgets and financial plans as well as controlling expenditure.
- Maintaining statistical and financial records.
- Setting and achieving sales and profit targets.
- Analyzing sales figures and devising marketing and revenue management strategies.
- Supervising maintenance, supplies, renovations, and furnishings.
- Overall responsibility of all food and beverage operation and front of house staff.
- Dealing with contractors and suppliers.
- Ensuring compliance with licensing laws, health and safety and other statutory regulations.
- Oversight of all front of house operations and staffing up at “pitch point” and busy locations.
- Responsible for shift sales collection and submission to cash office.
- Briefing and debriefing of staff at the beginning and end of the shift.
- Manage, lead and train all Duty managers and staff on shift in order to create dynamic, high performance operation team that can meet the operation needs.
- Looking after staff welfare, rostering and scheduling holidays.
- Take ownership of the operations in full and continuously drive sales to achieve targets.
Manager
The TapHaus Craft Beer bar
Wellington
06.2013 - 03.2014
- I was responsible for overall operation of the Bar.
- Key Responsibilities includes.
- Operate Bar area, Stock take, Purchasing, Handling deliveries, Marketing, Promotion, Staffing.
- Overall responsibility of bar operations, Duty Manager’s, Front of House staff and Kitchen staff.
- Make sure all food safety and HACCP (Hazard Analysis and Critical Control Point) procedures of the company are adhered to.
- Responsible for sales collection and submission to cash office.
- Briefing and debriefing of staff at the beginning and end of the shift.
- Recruiting, training and motivating staff.
- Maintaining the conditions of the beer and wine.
- Overseeing or Liaising with Kitchen.
- Keeping up to date with licensing legislation, liaising with the authorities and taking overall legal responsibility for the premises.
- Enforcing health and safety rules.
- Adhering to budgets, increasing profits and managing cash flow.
- Dealing with difficult customers.
Duty Manager
Wellesley Boutique Hotel, Heritage Boutique Collection
Wellington
01.2012 - 05.2013
- I was responsible for food and beverage service operation of Restaurant, Bar and operations Front office of the Hotel.
- Key responsibilities include:.
- Operate Restaurant and Bar area, Stock Control, Purchasing, Marketing, Promotion, Staffing.
- Overall responsibility of all Food and Beverage operations and Front of house staff.
- Make sure all food safety and HACCP (Hazard Analysis and Critical Control Point) procedure of the company are adhered to.
- Oversight of all front of house operations and staffing up at “pitch points” and busy locations.
- Responsible for shift sales collection and submission to cash office.
- Briefing and debriefing of staff at the beginning and end of the shift.
- Manage, lead and train all staff on shift in order to create dynamic, high performance operation team that can meet the operation needs.
- Looking after staff welfare, rostering and scheduling holidays.
- Take ownership of the operations in full and continuously drive sales to achieve targets.
Food and Beverage Supervisor
Hotel Novotel Rotorua Lakeside
Rotorua
01.2010 - 01.2011
- I was responsible for the restaurant and bar operation over a period of my shift.
- Key responsibilities include:.
- Participate in the recruitment, selection, and training of staff.
- Supervise and schedule food and beverage staff.
- Ensure customer satisfaction.
- Resolve customer complaints, as well as internal conflict amongst staff.
- Order and maintain inventory control costs.
- Oversee food service, and act as an expeditor, when necessary, to ensure the timely movement of completed food orders from kitchen to customer table.
- Food and Beverage, Kitchen, Housekeeping And Front.
Store Supervisor
Pizza Hut
New Plymouth
01.2009 - 01.2010
- Managing and motivating a team to increase sales and ensure efficiency on my shift.
- Responsible for stock levels and making key decisions about stock control on my shift.
- Ensuring standards for quality, customer service and health and safety are met at all time.
- Responding to customer complaints and comments.
- Touring the sales floor regularly, talking to customers and identifying or resolving urgent issues on my shift.
Restaurant and Bar Supervisor (Trainee)
Raffles Singapore
01.2006 - 05.2009
- Business activities:.
- Taking responsibility for the business performance of the restaurant.
- Analysing and planning restaurant sales levels and profitability.
- Organising marketing activities, such as promotional events and discount schemes.
- Preparing reports at the end of the shift/week, including staff control, food control and sales.
- Creating and executing plans for department sales, profit, and staff development.
- Setting budgets and/or agreeing them with senior management.
- Planning and coordinating menu.
- Front-of-house:.
- Coordinating the entire operation of the restaurant during scheduled shifts.
- Managing staff and providing them with feedback.
- Responding to customer complaints.
- Ensuring that all employees adhere to the company’s uniform standards.
- Meeting and greeting customers and organizing table reservations.
- Advising customers on menu and wine choice.
- Recruiting, training, and motivating staff.
- Organising and supervising the shifts of kitchen, waiting and cleaning staff.
- Housekeeping:.
- Maintaining high standards of quality control, hygiene and health and safety.
- Checking stock levels and ordering supplies.
- Preparing cash drawers and providing petty cash as required.
- Helping in any area of the restaurant when circumstances dictate.
Education
Post Graduate Diploma - Hospitality Management
Pacific International Hotel Management School
New Plymouth, TKI 09.2009 - 08.2010
Bachelor of Hotel Management & Catering Technology -
India
01.2005 - 01.2009
Skills
Proficient with Microsoft office
Complaint resolution
Sales expertise
Technical Support
Account management
Creative problem solving
Strategic sales knowledge
Professional telephone demeanor
Recordkeeping strengths
Written and oral communication
Strategic planning
Organization and Time Management
Certification
Certificate in Bookkeeping
Accomplishments
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Thorough understanding of social media and social media analytics
- Operated and maintained various hospitality and procurement software including MICROS, Fidelio, Opera, Menumate, Unimarket, and Moreton Bay etc.
- Well-developed time management, work ethics and organizational skill.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Tutor (Customer Service)
VisionWest Education & Training Centre
01.2019 - Current
Duty Manager
The Flying Moa
03.2017 - Current
Tutor (Customer Service)
Skills Update Training Institute
03.2017 - 12.2018
Manager
The Bangalore Polo Club
03.2014 - 03.2017
Manager
The TapHaus Craft Beer bar
06.2013 - 03.2014
Duty Manager
Wellesley Boutique Hotel, Heritage Boutique Collection
01.2012 - 05.2013
Food and Beverage Supervisor
Hotel Novotel Rotorua Lakeside
01.2010 - 01.2011
Post Graduate Diploma - Hospitality Management
Pacific International Hotel Management School
09.2009 - 08.2010
Store Supervisor
Pizza Hut
01.2009 - 01.2010
Restaurant and Bar Supervisor (Trainee)
Raffles Singapore
01.2006 - 05.2009
Bachelor of Hotel Management & Catering Technology -
India
01.2005 - 01.2009