Ekta Kakkar
Greenway,ACT
Summary
Experienced and effective Customer service and Operations Manager adept in all aspects of successful restaurant management. Bringing forth several years of industry experience and expertise in managing staff and restaurant functions. Equipped with a diverse and promising skill-set, conducive to creating positive team relationships resulting in optimal customer service. Passionate about the food service industry, and eager to bring years of experience and growth to another flourishing establishment.
Overview
6
6
years of professional experience
Work History
Customer Service & Operations Manager
Rye Group
10.2019 - 03.2024
- Lead a team of 35 customer service representatives, providing guidance, training, and support to ensure high-quality service delivery.
- Managed full-cycle recruitment process, including sourcing, screening, interviewing, and onboarding candidates across multiple departments.
- Develop and implement customer service policies, procedures, and standards to streamline operations and enhance customer satisfaction.
- Monitor customer interactions and feedback to identify areas for improvement and implement corrective actions as necessary.
- Analyze customer service metrics and KPIs to track performance, identify trends, and make data-driven decisions to improve service quality.
- Collaborate with cross-functional teams, including sales, marketing, and operations, to address customer needs and drive business growth.
- Handle escalated customer inquiries and complaints, resolving issues promptly and effectively to maintain customer loyalty and retention.
- Conduct regular performance evaluations, provide constructive feedback, and implement training programs to develop team members' skills and capabilities.
- Utilize CRM software to maintain customer records, track interactions, and manage service requests efficiently.
Department Manager
McDonalds Braddon
12.2017 - 04.2019
- Providing Stellar customer service to guests with friendly and helpful greeting in addition to providing dietary suggestions
- Process over 500 transactions per shift and count money in cash drawers to ensure the amount is correct by utilizing POS Cash Software
- Maintaining through knowledge of the Store stock Inventory
- Fixing bottlenecks through temporary personal assistance and making sure sales targets are being met
- Coach new associates on on POS, Merchandising and best practices to handle customers
- Highly focused on procedures and policies and ensure they are followed accordingly
- Responsible for Food Safety management across the store.
Education
Food Safety Supervisor -
Australian Institute of Accreditation
10.2021
Masters of Computing -
Australian National University
Canberra, ACT12.2016
Skills
Skills:
- Leadership and Team Management
- Customer Relationship Management (CRM)
- Communication and Interpersonal Skills
- Problem-Solving and Conflict Resolution
- Process Improvement and Optimization
- Analytical and Decision-Making Skills
- Time Management and Prioritization
- Proficiency in Microsoft Office Suite and CRM software
Details
0450641868, ektakakkar8993@gmail.com, Indian
References:
Available upon request.
Timeline
Customer Service & Operations Manager
Rye Group
10.2019 - 03.2024
Department Manager
McDonalds Braddon
12.2017 - 04.2019
Food Safety Supervisor -
Australian Institute of Accreditation
Masters of Computing -
Australian National University
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