KALA RAMA RAO
Toronto
Summary
2+ years of Experience in Operations and Management with knowledge of working in recruiting, training, mentoring, coaching, and developing staff in Warehouse, Retail and food service-based operations. Strong budgeting, sales forecasting, scheduling and analytical background coupled with an exceptional sense of customer service and in-depth knowledge of Inventory control and Quality Assurance, Process optimization and Management. Broad skills in educating personnel to achieve exceptional levels of customer service through building teams, and ensuring the achievement of corporate goals.
Overview
4
4
years of professional experience
Work History
Assistant Manager
A&W Canada
06.2022 - 04.2024
- Balancing key goals-high quality, speed of service, cost control through effective management of the operating system
- Scheduling staff and shift role responsibilities
- Maintaining A&W standards daily and conducts performance reports regularly and recognizes area of improvement and acts where improvement is needed
- Maintaining climate goals and ensuring they are practiced daily
- Oversee schedules, organize events, and coordinate meetings and conference for the staff.
- Completes daily, weekly and period accounting administration
- Manages inventory control, ordering, cost control and weekly inventory counts
- Handle complex calendar management and scheduling with tact and confidentiality
- Applies cash and food cost management
- Ensures staff safety and a healthy motivating work environment applying daily climatic goals
- Documents critical incidents and reports them to key individuals
- Ensures monthly health and safety meetings with a restaurant walkthrough are being completed and take corrective actions to address any issue
- Recruits and hire hourly staff (Participates in hiring decisions for supervisory/cashier/Kitchen staff positions in conjunction with the Manager)
- Trains develop and confront poor performance
- Ensures that cleanliness standards and safe food handling practices are met
- Ensures a high level of service to guests through efficient preparation, stocking and staff positioning assists the Manager with local store marketing
- Manages accidents or complaints, implementing a service
- Ensures team performance is to the franchise standards through continuous coaching and improvements.
Customer Representative
IO Solutions
07.2021 - 05.2022
- Managed a high volume of customer interactions daily, maintaining professionalism and empathy
- Conducted follow-ups with customers to ensure complete resolution of issues
- Answered and resolved customer inquiries via phone, email, and chat, maintaining a 95% customer satisfaction rating
- Assisted customers with order placements, returns, and exchanges, ensuring a seamless shopping experience
- Escalated complex issues to higher-level support, ensuring timely and effective problem resolution
- Facilitate internal communications for associates and leadership using various platforms, interfaces, and programs
- Utilized CRM software to document and track customer interactions and issues
- Reduced average call handling time by 20% through efficient problem-solving and multitasking skills
- Implemented a customer feedback system that improved service quality and customer satisfaction scores
- Strong analytical and problem-solving abilities, ability to handle difficult situations with patience and empathy
- Efficiently manage multiple tasks and customer interactions simultaneously
- Referred complex issues to senior support, ensuring timely and effective problem resolution.
Process Assistant
Good Food
09.2020 - 05.2021
- Received, inspected, and stored incoming shipments, ensuring accuracy and quality of goods
- Operated forklifts and other warehouse equipment to move and organize inventory
- Reduced inventory discrepancies by 20% by implementing a new tracking system
- Collaborated with the logistics team to streamline shipping processes, reducing transit times by 10%
- Loaded and unloaded trucks, ensuring timely delivery and receipt of goods
- Coordinated with team members to fulfill large orders and meet tight deadlines
- Maintained a safe work environment by adhering to OSHA regulations and company safety policies
- Performed routine maintenance checks on warehouse equipment
- Successfully managed high-volume periods with minimal errors.
Education
PG Diploma - Supply Chain Management
MCIT
Montreal, QuebecBachelor of Technology - Civil Engineering
Jawaharlal Nehru Technological University
Hyderabad, IndiaSkills
- Minitab
- Arena
- CPLEX
- Microsoft Office Package: Word, Excel, PowerPoint, Power BI
- Gantt chart
- WBS
- Resource Allocation
- Scheduling
- Budgeting
- Reporting
- Microsoft Dynamics 365
- Query language (PostgreSQL)
- HTML
Timeline
Assistant Manager
A&W Canada
06.2022 - 04.2024
Customer Representative
IO Solutions
07.2021 - 05.2022
Process Assistant
Good Food
09.2020 - 05.2021
PG Diploma - Supply Chain Management
MCIT
Bachelor of Technology - Civil Engineering
Jawaharlal Nehru Technological University
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