Mathew Cooke
Ottawa,Canada
Summary
Experienced Food Service Manager with 10 years in the Food & Beverage industry. Skilled in managing food services, leading teams, and improving operations for increased revenue. Seeking to utilize diverse skills to drive organizational success through passion, reliability, productivity, and collaboration. Known for creating a positive work environment by applying sales, communication, and customer service skills to ensure tasks are completed to high standards. Excels in building successful teams and fostering a positive atmosphere while thriving under pressure to achieve peak performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Baker and Team Member
Tim Hortons
03.2023 - 12.2024
- Complied with health and safety codes to protect staff and customers.
- Reduced waste and increased efficiency by accurately measuring ingredients and closely monitoring baking processes.
- Operated cash registers and processed payments accurately.
- Increased production efficiency through effective time management and multitasking during busy periods.
- Assisted in inventory management, helping maintain appropriate stock levels for essential ingredients and supplies.
- Operated and maintained bakery equipment, including ovens.
- Enhanced customer satisfaction by consistently producing high-quality baked goods and maintaining a clean, organized workspace.
Inbound and Outbound Call Customer Care Agent
Nordia Inc.
03.2022 - 03.2024
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Increase sales by responding to customer requests for products, services, and company information.
Fine Dining Server and Kitchen
Belle Cucina
02.2020 - 04.2022
- Worked closely with the sommelier to provide personalized wine selections based on guests'' tastes and meal choices.
- Fostered a welcoming atmosphere by greeting each guest warmly upon arrival and thanking them genuinely upon departure.
- Maximized upselling opportunities by promoting daily specials or premium menu.
- Upheld strict cleanliness standards, adhering to food safety guidelines and maintaining an immaculate dining area.
- Collaborated with kitchen staff for seamless communication and accurate preparation of customized orders.
- Supported special events such as weddings or corporate functions, executing flawless service tailored to unique requirements.
Dietary Aide
Belvedere Heights
03.2015 - 03.2017
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Enhanced kitchen efficiency by maintaining a clean and organized workspace, ensuring timely meal production and delivery.
- Assisted in the preparation of nutritious meals for patients with various medical conditions and dietary restrictions.
- Supported fellow team members during peak times by assisting with tasks such as dishwashing and restocking supplies, fostering a collaborative work environment.
- Ensured food safety compliance through proper storage, handling, and sanitation procedures, minimizing risk of contamination or illness.
Food Service Manager
HMSHost
01.2011 - 01.2016
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
- Controlled labor hours and inventory costs through hands-on management and proactive changes.
- Promoted a positive work environment by fostering open communication among team members and resolving conflicts effectively.
- Upheld company policies consistently across all areas of operation while remaining flexible enough to address unique situations as they arose within the workplace setting.
- Addressed and resolved customer service issues to establish trust and increase satisfaction.
- Reviewed and approved employee schedules and timesheets.
- Prepared weekly schedules and assigned tasks to staff to maintain organized shift and smooth operations.
- Enhanced employee productivity through the development of comprehensive training programs and performance evaluations.
- Reduced food waste by closely monitoring inventory levels and implementing effective ordering procedures.
- Managed budgetary constraints effectively, allocating funds appropriately across various departments based on prioritized needs assessment.
- Continually sought opportunities for professional development, participating in industry conferences and workshops to stay current with best practices in food service management.
- Achieved significant cost savings, food cost, paper cost renegotiating contracts with utility providers and streamlining labor scheduling.
- Enhanced safety protocols for both employees and guests by adhering to strict food handling guidelines, ensuring proper storage of ingredients, and maintaining up-to-date certifications on equipment usage.
- Oversaw training of more than 60 team members.
- Delivered exceptional guest experiences through diligent oversight of daily operations, addressing concerns promptly and professionally.
- Implemented cost-saving measures in areas such as labor management, portion control, and energy usage to maximize profit margins.
Education
High School Diploma -
Adult Learning Centre
06.2024
Diploma - Mental Health And Addictions
Canadian Career College
Barrie03-2026
Diploma - Hotel Restaurant Management
Internation Career School
Montreal04-2018
Certificate - Management
T.D.L Tim's Donut Learning
Oakville09-2016
Skills
- Experienced in competitive chess
- Proficient in computer applications
- Service excellence
- Budget management
- Health and safety compliance
- Driving revenue growth
- Food product management
- Menu development
- Team management
- Effective sales strategies
- Inventory management
- Customer service in retail
- Food safety management
- Food safety practices
Certification
- Certified Food Safety- Serve Safe 2023
- Food Safety Manager Certification - Serve Safe 2023
- W.H.M.I.S - Ontario Certified
- Workplace Health and Safety - Ontario 2024
- Smart Serve 2021
- A.O.D.A 2025
- Health and Safety Certification 2025
- Interprofessional Collaboration 2025
Languages
English
Native or Bilingual
3rd 2003 Canadian Youth Chess Champion
Represented Canada in 2003 for the World Youth Chess Championship for Boys.
Timeline
Baker and Team Member
Tim Hortons
03.2023 - 12.2024
Inbound and Outbound Call Customer Care Agent
Nordia Inc.
03.2022 - 03.2024
Fine Dining Server and Kitchen
Belle Cucina
02.2020 - 04.2022
Dietary Aide
Belvedere Heights
03.2015 - 03.2017
Food Service Manager
HMSHost
01.2011 - 01.2016
High School Diploma -
Adult Learning Centre
Diploma - Mental Health And Addictions
Canadian Career College
Diploma - Hotel Restaurant Management
Internation Career School
Certificate - Management
T.D.L Tim's Donut Learning