Faith Okwelogu
Toronto,ON
Summary
A Very Energetic and performance-driven customer service expert, with Solid years of versatile experience in the customer service industry. Self driven and highly self motivated, with excellent communication and interpersonal skills. Always open to change and evolution, for the betterment of my skills and experiences.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Retail Manager
Lucky's Exotic Bodega (Ossington strip)
04.2023 - Current
- Achieved daily, weekly, monthly sales target
- Delivered outstanding customer service in a dynamic retail environment, prioritizing customer satisfaction and comfort
- Established outstanding relationship with suppliers, and successfully closed off business deals with new suppliers
- Planned out and executed marketing strategies to boost sales and brand awareness
- Utilized product knowledge and sales metrics to enhance customer satisfaction and boost sales
- Introduced and closed off business deals with new suppliers with better product pricing
- Placed and kept track list of orders from various suppliers
- Maintained an up to date shipment and inventory track-list
- Onboarded, trained, coached and mentored new associates
- Ensured compliance with all company policies, procedures, and guidelines
- Established opening and closing procedures and all inventory-related tasks as needed
- Used product knowledge to increase sales and customer satisfaction
- Identified product and supply demands and reported to board executives
- Made various researches and Stayed informed about new product information
- Maintained the cleanliness and upkeep of the storefront facility
- Responsively received and act on internal communications from board executives
- Collaborated with the team to uphold operational and visual merchandising standards
- Embraced and adapted to new technology, industry changes, and corporate policies
- Exhibited patience, courtesy, and the ability to remain composed at all times
- Organized all store operations and allocate responsibilities to personnel
- Supervised and guided staff towards maximum performance
- Prepared and controlled the store's budget aiming for minimum expenditure and efficiency
- Monitored stock levels and purchases and ensure they stay within budget
- Dealt with complaints from customers to maintain the store's reputation
- Inspected the areas in the store and resolved any issues that arose
- Planned and oversaw in-store promotional events or displays
- Kept abreast of market trends to determine the need for improvements in the store
- Analyzed sales and revenue reports and make forecasts
- Ensured the store fulfills all legal health and safety guidelines.
Front Of House Manager
Northern Maverick Brewing Co.
11.2021 - 04.2023
- Adhered to company standards and service levels to increase sales and minimize costs, including food, beverage, supply, utility and labor costs
- Ensured that all financial (invoices, reporting) and personnel/payroll related administrative duties are completed accurately, on time and in accordance with restaurant's policies and procedures
- Enforced sanitary practices for food handling, general cleanliness, and maintenance of kitchen and dining areas
- Ensured compliance with operational standards, company policies, provincial/local laws, and regulations
- Ensured consistent high quality of food preparation, drink preparation and service
- Maintained professional restaurant image, including restaurant cleanliness, proper uniforms, and appearance standards
- Maintained Strong floor presence to ensure maximum guest satisfaction
- Upheld all Smart Serve guidelines in reference to all Team Members and Guests
- Ensured positive guest service in all areas
- Investigated and resolved any issues or complaints concerning food quality and service, taking all appropriate actions to turn dissatisfied guests into return guests
- Ensured that proper security procedures were in place to protect employees, guests and company assets
- Ensured a safe working and guest environment to reduce the risk of injury and accidents
- Managed shifts which include: daily decision making, scheduling, planning while upholding standards, product quality and cleanliness
- Interviewed and hired, supervised, trained, and provided ongoing education and feedback to Team Members
- Developed Team Members by providing coaching and leadership, establishing performance expectations and by conducting performance reviews
- Maintained an accurate and up-to-date plan of restaurant staffing needs
- Prepared schedules for floor and support staff and ensured that the restaurant is appropriately staffed for all shifts while accounting for food, beverage and labor costs if directed to by GM
- Provided a strong presence in the local community and high level of community involvement by restaurant and personnel
- Demonstrated self-discipline, initiative, and leadership ability with a pleasant, polite manner and a neat and clean appearance
- Motivated employees to perform at their best and work as a team to ensure that food, drink and service meet appropriate standards
- Simultaneously coordinated a wide range of tasks and quickly recommended appropriate solutions to problems
- Utilized excellent communication skills in dealing with diverse staff
- Kept the General Manager and Owner promptly and fully informed of all issues including problems, unusual matters of significance and positive events, and take prompt corrective action where necessary or recommend alternative courses of action
- Maintained a favorable working relationship with all company Team Members and Stakeholders to foster and promote a cooperative and harmonious working climate conducive to maximizing Team Member morale, productivity and efficiency/effectiveness
- Worked a minimum of 5 days a week (a mix of days, evenings and weekends) with shifts defined as a minimum of 10 hours each/ 50 hours a week
- Maintained a favorable image of Northern Maverick to promote its philosophy as a leader in beer excellence and exceptional guest experience
- Assisted with inventory and the Beverage Program facets, including Optimum Control, Ordering and Inventory Controls.
Lead Bartender / Bar manager
Her Father's Cider Bar + Kitchen (Harbord Village)
10.2020 - 11.2021
- Managed the business aspects of the bar, such as keeping a current liquor license, negotiating supplier contracts, taking inventory and reordering supplies, managing budgets, and setting goals
- Ensured bar profits meet targets
- Hired and trained staff to provide excellent service to patrons
- Created effective schedules and quickly resolved conflicts to ensure that bar was well staffed during peak hours
- Set and enforced quality and safety controls
- Ensured licenses are updated and in line with current legislation
- Worked with diverse personalities both on the staff and patrons sides of the business
- Planned and took part in promotional events
- Diffused tense situations between patrons or staff members and prevented possible safety or legal issues, ejecting unruly persons, if needed
- Maintained a fun, safe atmosphere for patrons
- Maintained inventory control, price setting, and receiving of all liquor and related supplies in conjunction with F&B Management
- Assured that opening/closing checklist is completed and that the restaurant is prepared for opening/closing
- Organized staff training sessions with vendors in conjunction with F&B Manager
- Maintained the bar equipment par
- Sought out latest trends and products in industry and sharing with F&B Management
- Cocktail development for seasonal and trend changes
- Monitored the provision of positive customer service by assigned staff
- Shared all positive advances with the community and industry in order to inform them of the bar & restaurant
- Assisted in supervising assigned staff
- Resolved routine problems encountered in performance of work assignments
- Reported directly to the General Manager
- Ensured a strong line of communication between FOH and BOH staff.
Barback/ Bartender
Earls Kitchen + Bar (Financial district)
02.2019 - 10.2020
- Restocked liquor bottles and changing kegs
- Learning cocktail recipes and other menu items
- Cleaned bar and table surfaces throughout the shift
- Removed and disposed bags from trash receptacles in and around the bar area
- Removed used glassware and other utensils from customers' table during their stay
- Swept and mopped in and around bar service areas and customer common areas
- Assisted bartenders with taking customer orders and processed orders in the point-of-sale system during peak business hours
- Stocked bar items such as glassware, straws, toothpicks, napkins, garnishes, ice, towels, and cleaning supplies, including restocking for bar opening and closing
- Provided a master class drinking experience to customers
- Served drinks while maintaining a clean and sanitary bar area
- Attended to the detail and presentation of each order
- Prepared and maintained ingredients by following recipes
- Adhered to proper alcohol handling, sanitation, and safety procedures, and maintains appropriate dating, labeling, and rotation of all beverage items
- Coordinated daily supply inventory for bar and submitted orders to Bar manager; assisted with receipt of deliveries
- Contributed to daily, holiday, and theme drink menus in collaboration with bar managers
- Ensured smooth operation of bar services during absence of supervisor
- Completed cleaning according to daily and weekly schedules, including dishwashing as needed
- Memorized drink and food menu items, for purpose of efficient recommendations and upselling
- Assisted with orienting new employees to their work area
- Listened to customer complaints and suggestions and resolved complaints
- Instructed personnel in use of new equipment and cleaning methods and provided efficient and effective methods of maintaining work area
- Participated in and/or contributed to programs, committees, or projects designed to improve quality of service and employee productivity.
Jr sous chef / Shift manager
Wilbur Mexicana (king st W)
12.2017 - 02.2019
- Assisted in food preparation and collaborated with the sous chef and executive/head chef
- Helped in the design, testing, and implementation of the food and drink menu
- Produced high-quality plates for customers in both design and taste
- Oversaw and supervised kitchen staff
- Assisted with inventory, ordering, supplier relationships, and management of supplies
- Ensured that food is high quality, and that kitchen is in good, clean, and hygienic condition
- Kept work and food prep stations clean and complied with food safety standards
- Offered suggestions and creative ideas that improved the kitchen's performance, menu options, and service levels
- Maintained the schedule for staff shifts
- Monitored and maintained the kitchen equipment, and arrange repairs and service as needed
- Delegated tasks to restaurant staff and supervise their performance
- Maintained a fully-stocked inventory and ordered food supplies, as needed
- Managed dining reservations
- Arranged to have shifts covered (e.g
- When employees take time off and called in sick)
- Helped staff resolve on-the-job challenges
- Tracked daily costs and revenues
- Balanced the cash register at the end of the shift
- Coordinated with suppliers as they delivered food product orders
- Ensured client satisfaction and gracefully handled any complaints
- Opened or closed the restaurant (when responsible for the first or last shift)
- Informed the next Shift Manager about pending tasks and duties
- Reported maintenance and training needs
- Ensured that all orders are fulfilled in a timely manner
- Coordinated opening and closing duties with staff members.
Server assistant/ Server
Joey's Restaurant (Sherway)
10.2016 - 12.2017
- Welcomed patrons, escorted them to their tables, and provided them with menus
- Served complimentary snacks to patrons once they were seated
- Wrapped utensils in napkins accordingly
- Cleared dirty plates, utensils, and glassware from tables as required
- Carried dirty tableware to the kitchen area
- Prepared tables for arriving patrons by wiping up spills, clearing away crumbs, replacing soiled linen, and setting up tableware, napkins, and condiments
- Delivered food to tables when Servers were busy
- Responded to patrons' requests and informing management of any complaints
- Arranged tables and chairs to accommodate larger groups of patrons
- Ensured that the server station was adequately stocked with necessary restaurant supplies
- Prepared room for dining by clothing tables and setting decorations, condiments, candles, napkins, service plates and utensils
- Protected establishment and patrons by adhering to sanitation, safety and alcohol beverage control policies
- Helped patrons select food and beverages by presenting menu; offering cocktails; suggesting courses; explaining the chef's specialties; identifying appropriate wines; answering food preparation questions
- Stayed updated on current menu choices, specialties and menu deviations, knowing if the kitchen staff is running out of any items, etc
- Transmitted orders to bar and kitchen by recording patrons' choices; identifying patrons' special dietary needs and special requests
- Kept kitchen staff informed by noting timing of meal progression
- Served orders by picking up and delivering patrons' choices from bar and kitchen; also delivered accompaniments and condiments from service bars
- Responded to additional patron requirements by inquiring of needs; observing dining process
- Maintained table setting by removing courses as completed; replenishing utensils; refilling water glasses; being alert to patron spills or other special needs
- Properly open and pour wine at the tableside
- Concluded dining experience by acknowledging choice of restaurant; inviting patrons to return
- Obtained revenues by totaling charges; issuing bill; accepting payment; delivering bill and payment to host; returning change or credit card and signature slip to patrons
- Contributed to team effort by accomplishing related results as needed
- Provided welcoming phone greeting and followed Guest ordering procedures
- Conveyed menu information over the phone to Guests and gave accurate estimate of delivery time
- Performed basic cleaning tasks as needed or directed by supervisor
- Filled in for absent staff as needed
- Assisted with special events as needed
- Adhered to grooming and appearance standards consistently
- Promptly addressed customer service issues and refer customers to management when necessary.
Dishwasher/Grill cook/Prep Manager
Chipotle Mexican Grill (Front street west)
01.2014 - 10.2016
- Maintained a clean kitchen, properly washed and sorted soiled dishes, and prepped food as needed
- Kept dish area free of clutter and organized as required
- Set up dish stations, including dish machines and sinks
- Maintained clean / dry floors throughout the shift
- Properly washed, stacked, and stored china, glassware, silverware, cookware, and storage containers
- Changed water of machines and sinks every two hours, or more often as required by business levels, and properly uses chemical dilutions set by EcoLab
- Performed routine kitchen tasks
- Followed the prep list created to plan duties
- Labelled, stocked and organized all ingredients on shelves for easy accessibility
- Measured ingredients and seasonings to be used in cooking
- Prepared cooking ingredients by washing and chopping vegetables, cutting marinating meat, and other meal prep
- Set up workstations and ingredients so that food can be prepared according to recipes
- Undertook basic cooking duties, such as reducing sauces and parboiling food
- Prepared simple dishes, such as salads and entrees
- Maintained a clean and orderly kitchen by washing dishes, sanitizing surfaces, and taking out trash
- Ensured that all food and other items are stored properly
- Complied with nutrition and sanitation guidelines
- Performed other kitchen duties as assigned
- Sliced, cut, shredded, tenderized, and skewered meat and vegetables
- Braised and grilled meat and vegetables
- Oversaw that ingredients remained fresh and safe for consumption
- Prevented cross-contamination
- Prepared meals in accordance with customers' preferences, if applicable
- Tracked the components of each meal to ensure that the final dish is completed in a timely manner
- Ensured that workstation remained clean and orderly at all times
- Informed the Manager when equipment was due for maintenance, repair, or replacement
- Tracked inventory to ensure adequate supplies were in stock.
Cashier
Metro (bloor and spadina)
02.2013 - 01.2014
- Greeted customers when entering or leaving the store
- Operated a cash register or computer system
- Scanned items or inputting item codes for purchased goods
- Accepted payments from customers
- Managed cash and making change for customers
- Handled coupons or other discount codes
- Processed exchanges or returns
- Handling customer questions or concerns
- Gift wrapping purchases if the customer requested so
- Placed items and heavy objects safely in a bag, box, or cart
- Generated refunds or store credits after a return
- Oversaw the funds in a cash register and balancing the amounts at close
- Assisted customers with questions and other needs
- Stocking shelves and finding items in the storage section
- Maintained clean and tidy checkout stations and keeping receipts organized
- Cross-sold products and introduced new ones
- Handled/processed item returns and exchanges
- Provided and executed excellent customer service to ensure customer satisfaction.
Education
High school diploma or GED -
Central tech high school
Skills
- Business Management
- Retail Management
- Schedule Management
- Supervising Experience
- Restaurant Management
- POS
- Guest Services
- Meal Preparation
- Food Safety
- Training & Development
- Upselling
- Store Management Experience
- Profit & Loss
- Interviewing
- Food Handling
- Bartending
- Kitchen Experience
- Retail Sales
- Administrative Experience
- Sales Management
- Purchasing
- Cleaning Experience
- Management
- Recruiting
- Employee Orientation
- Leadership
- Microsoft Word
- Microsoft Excel
Certification
- Institute of Bartending
- WHMIS Certification
- Smart Serve
Highest Education
Secondary School
Personal Information
Total Experience: 12
Timeline
Retail Manager
Lucky's Exotic Bodega (Ossington strip)
04.2023 - Current
Front Of House Manager
Northern Maverick Brewing Co.
11.2021 - 04.2023
Lead Bartender / Bar manager
Her Father's Cider Bar + Kitchen (Harbord Village)
10.2020 - 11.2021
Barback/ Bartender
Earls Kitchen + Bar (Financial district)
02.2019 - 10.2020
Jr sous chef / Shift manager
Wilbur Mexicana (king st W)
12.2017 - 02.2019
Server assistant/ Server
Joey's Restaurant (Sherway)
10.2016 - 12.2017
Dishwasher/Grill cook/Prep Manager
Chipotle Mexican Grill (Front street west)
01.2014 - 10.2016
Cashier
Metro (bloor and spadina)
02.2013 - 01.2014
High school diploma or GED -
Central tech high school
- Institute of Bartending
- WHMIS Certification
- Smart Serve