Zaheeda Yhap
Whitby,ON
Summary
Seasoned Operations Manager with a proven track record at Caribbean Coast Restaurant & Lounge, enhancing user experience and streamlining financial operations. Skilled in staff management and marketing tactics, I've successfully developed strategies that improved business performance. My leadership fosters team engagement and drives significant growth, demonstrating both hard and soft skills effectively.
Overview
13
13
years of professional experience
Work History
Owner/Operations Manager
Caribbean Coast Restaurant & Lounge
01.2023 - Current
- Plan, organize, evaluate and control client service operations, oversee financial account management, manage the overall business and ensure service delivery
- Responsible for developing strategies to manage issues arising from lead the development of strategies to effectively respond to such issues/concerns
- Recommends strategies to improve business performance and productivity and conducts evaluations on reports measuring program results against plan objectives
- Provides expertise in the resolution of customer service issues and complaints
- Identifies financial, material, and human resources needs, manages, and controls the operational/program/project or activities budget
- Contributes to long term financial and resource planning
- Promotes a values-based and inclusive team through employee engagement, communicating business deliverables, setting, and evaluating performance standards, recommends merit increases, identifies staffing needs, and makes hiring decisions, recommends discipline where required, and promptly addresses employee relations matters
- Develops and sustains internal and external stakeholder relationships to coordinate shared interests
- Responsible for ensuring compliance with regulatory, legal, and financial commitments and communicating sensitive issues/matters and business updates to stakeholders
Administrative/Coordinator
Intelligarde Security
01.2014 - 01.2015
- Provide front line support and assistance for all general office duties such as answering all incoming inquiries and directing clients and staff to the appropriate information/resources
- Demonstrated knowledge of and the ability to apply customer service principles, practices, and techniques in a client service environment
- Applying customer service skills and best practices to ensure a positive experience with every interaction
- This includes demonstrating empathy, good communication and problem-solving
- Demonstrated ability to analyze, identify and respond to sensitive and confidential human resources issues
- Knowledge and understanding of all the business agreements and processes to provide accurate information to employees, management, and clients
- Human resources management such as recruitment, position administration, salary, benefits, recruitment process, procedures, and practices and able to direct employees, managers, senior managers, clerks to the relevant business processes and procedures on human resources policy and pay and benefit process
- Set up all new hired guards, with uniforms, badge, employment packages, facilitate training classes for new hired, prepared, and processed employment applications
- Knowledge of computer systems technologies and peripherals including operating systems, LAN/WAN, telecommunications networks, personal computers, diagnostic and security software, and recovery procedures to resolve front-line technical issues
- Ability to research and acquire knowledge of new business lines to support customers and develop and implement trouble-shooting services
- Analyze systems and software problems related to corporate support programs and independently resolve customer inquiries related to programs, policies, and procedures
- Able to communicate effectively to provide clear detailed explanations of business processes and procedures both verbally and in writing
Client Service Worker/Counsellor
YWCA Skills Development Centre/Costi Reception Centre
01.2012 - 01.2015
- Contribute to the development of, and implement policies, programs, and service plans to operationalize housing and homelessness initiatives delivered by Housing Stability Services
- Monitor and evaluate the quality of service delivery to ensure that the City's interests, including improved outcomes for clients, are met by building and maintaining effective working relationships with community partners
- Monitor processes and programs to ensure effective and coordinated program service delivery, by gathering and coordinating information from various sources, within and outside the Division, to support the reporting and assessment of housing programs
- Act as the point of contact for community partners providing information, education and support on processes, policies, and ongoing impact of service delivery
- Monitor and oversee the assessment and eligibility of tenant resources that support housing stability outcomes
- Collaborate with other management staff to develop and monitor program goals and objectives, including ensuring service agreements reflect program design and intention, and contributing to evaluation processes
- Kept all client information confidential, operate within the guidelines of the Conducted intake of newly arrived refugees in a compassionate and non-judgmental manner
Education
Diploma - Addictions and Community Services Worker
Everest College
01.2013
Microsoft Office Certification -
YWCA
01.2012
Some College (No Degree) - Pharmacy Technician
Trios College
Toronto, ONSkills
- Marketing tactics
- Social media control
- Financial management
- Staff management
- Financial planning
- User experience enhancement
References
Available upon request
Timeline
Owner/Operations Manager
Caribbean Coast Restaurant & Lounge
01.2023 - Current
Administrative/Coordinator
Intelligarde Security
01.2014 - 01.2015
Client Service Worker/Counsellor
YWCA Skills Development Centre/Costi Reception Centre
01.2012 - 01.2015
Diploma - Addictions and Community Services Worker
Everest College
Microsoft Office Certification -
YWCA
Some College (No Degree) - Pharmacy Technician
Trios College
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