Shivani Madan
Papakura,New Zealand
Summary
To secure a position within an established organisation with a stable environment that will lead to a lasting relationship and offers opportunities for advancement.
Overview
8
8
years of professional experience
Work History
Restaurant Manager
Nandos
Auckland
09.2022 - Current
- Working in rotating shifts, responsible for supervising a team of up to thirty-two staff including recruiting, hiring, on-boarding, rostering, actively supporting the restaurant business plans to deliver the restaurant’s sales, people and profit objectives, aligned with national corporate business objectives as well as providing effective communication to the Department Managers and crew
- Establishing and maintaining good relationships with the crew, Area Manager, corporate office and external parties in accordance with Nando’s guidelines as well as with the community and local health officials, always dedicated to exceeding customer demands and ensuring alignment with organisational goals
- Managing sales and labour forecast, collating, preparing and submitting reports to the Area Manager weekly
- Managing customer reviews
- Handing cash and reconciling the cash registers at the close of business
- Successfully resolving customer queries in a timely manner
- Providing direction to the crew to ensure the restaurant training system is operating to the highest standards
- Performing all tasks to the standard required for the project, correcting and upgrading any work which does not meet with the required standards, always on a quest for continuous improvement
- Assisting in detailed incident investigation and reporting
- Tracking wastage, completing weekly stocktake and ordering goods as required
- Managing contractors for Restaurant maintenance and repairs
- Attending monthly team meetings and actively participating and contributing to the growth of the business with a strong focus on improving the experience of customers, loss prevention and opportunities for sales growth
- Attending webinars, seminars, courses and workshops and expanding trade knowledge by successfully networking with colleagues
Office Administration
Electrical sales and Services
02.2020 - 08.2022
- Managing inbounds and outbounds call queues
- Handling customer complaints regarding their copper/fibre faults
- Monitoring Freshdesk tickets
- Managing the workload and coordinating with internal teams in order to reach service delivery
- Customer relationship management system
- Providing support to management team
- Management for clients and staff
- General administration such as attending to customer queries, data entry, claim check
- System implementation, coming up with new ideas for process improvement
- Handling all the purchases and dealing with our creditors
- Operational event coordination such as conducting meetings between Spotless and ESS when required
- Dealing with health and safety issues
- Investigating any discrepancies and reporting it to the manager
- Maintenance and updating company website and social media handles
- Writing supporting documents for basic troubleshooting
- Perform routine technical assistance and maintenance duties
Assistant Manager
Nando’s
01.2017 - 01.2020
- Help create and foster a respectful and inclusive team environment
- Support ongoing learning and development of team member
- Troubleshoot POS system
- Fill in the Restaurant Manager in times of absence
- Make executive decisions, hold meetings and provide accountability
- Provide direction to staff
- Liaise between managers
- Customers and employees
- Email and phone correspondence and Address employee and customer concerns
Cashier
Eden Park
08.2016 - 01.2017
- Greet customers
- Cash Handling
- Willingly shared knowledge and experience with other team members
- Ensure security of company assets
- Operates cash register
- Processing returns and exchanges
- Maintain clean and tidy checkout area
- Provide information to customers
- Resolving complaints
- Assisted in incident investigation and reporting
Skills
- Teamwork
- Professionalism
- Lead by example
- Excellent work ethics
- Treating everyone with respect & dignity
- Integrity
- Excellent written and verbal communication skills
- Exceptional customer service skills
- Critical thinking
- High attention to detail
- Flexibility
- Adaptability
- High levels of organisation skills
- Drive results
- Ability to multi-task
- Ability to prioritise duties
- Ability to work autonomously
- Ability to work within a multi-disciplinary team
- Sales
- Labour
- Wastage
- Gross Profit
- Staff Training
- Net Promoter Score
- Assets and Maintenance
- Balance Scorecard
References
- Provided on request
Values Strength and Key KPIs
Teamwork, Professionalism, Lead by example, Excellent work ethics, Treating everyone with respect & dignity, Integrity, Excellent written and verbal communication skills, Exceptional customer service skills, Critical thinking and high attention to detail, Flexibility and adaptability, High levels of organisation skills, Drive results within challenging and difficult situations, Ability to multi-task and prioritise duties, Ability to work autonomously and within a multi-disciplinary team, Sales, Labour, Wastage, Gross Profit, Staff Training, Net Promoter Score, Assets and Maintenance, Balance Scorecard
Skills qualifications experience
- Pursuing part-time studies in Business administration and Payroll.
- Diploma in Business Management Level 5 and Level 6, NTEC College, 01/01/16, 12/31/18
- Completed higher and secondary Education from Rainbow Public School, Uttarakhand, India., 12/31/15
- LCQ and Licensed General Manager certificate from Auckland Council.
Timeline
Restaurant Manager
Nandos
09.2022 - Current
Office Administration
Electrical sales and Services
02.2020 - 08.2022
Assistant Manager
Nando’s
01.2017 - 01.2020
Cashier
Eden Park
08.2016 - 01.2017