Summary
Overview
Work History
Education
Skills
Languages
Timeline

LUIS GONZALEZ

managment
Miami,FL

Summary

Seasoned Service Manager bringing 6 years of customer service experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.


Overview

7
7
years of professional experience

Work History

Service Manager

Chipotle
01.2020 - Current
  • Met with customers to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Managed efficient teams of up to seven employees.

General Manager

Pizza Hut
01.2018 - 01.2020
  • Managed budget implementations, employee reviews, training, schedules and contract negotiations.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Assessed reports to evaluate performance, develop targeted improvements and implement changes.

CSR

Dominos Pizza Inc.
01.2016 - 01.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

High School Diploma -

South Miami Senior High School, Miami, FL
05.2019

Skills

  • Till Counting
  • Establishing Vision
  • KPI Monitoring
  • Task Delegation
  • Time Management
  • Employee Relations
  • Staff Management
  • Improve Employee Performance
  • Coordinate Work
  • Train Workers
  • Forecasting
  • Documentation
  • Upselling
  • Supervising Tellers
  • Production Quality Monitoring

Languages

Spanish
Native or Bilingual

Timeline

Service Manager - Chipotle
01.2020 - Current
General Manager - Pizza Hut
01.2018 - 01.2020
CSR - Dominos Pizza Inc.
01.2016 - 01.2018
South Miami Senior High School - High School Diploma,

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LUIS GONZALEZmanagment