Resume Warehouse/ Hospitality / Customer service in Finland Imatra

EXPERIENCE OPERATIONS MANAGER ( Seasonal Position) 09/2024 – 07/2025 Flying Food Limited, KKIA LUSAKA, ZAMBIA Key Responsibilities:  Managed day-to-day operations, ensuring top-notch customer service and quality compliance, servicing over 200 customers daily.  Enhancing food safety by applying HACCP principles across all preparation stages, improving compliance by 36%.  Developing and implementing staff upskilling programs in molecular gastronomy and dietary inclusivity, increasing specialized catering requests by 35% and boosting retention by 20%.  Overseeing daily operations, including staffing, inventory management, and customer service.  Driving a 5% increase in quarterly revenue through menu innovation and improved financial controls.  Implementing a comprehensive food safety and allergen management system, maintaining perfect health scores and zero allergen incidents across 150+ annual events.  Reducing customer wait times by 25% by improving communication between kitchen and service staff.  Managing a team of 17+ employees and maintaining turnover below 10%.  Designing training programs that are enhancing service speed by 20% and earning recognition for customer service excellence.  Introducing tracking systems that are reducing process errors by 18%. Lodge Manager 09/2023 – 07/2024 Tzamenkomst River Lodge & Safaris, South Africa. Key Responsibilities:  Directed all lodge operations, encompassing guest services, housekeeping, maintenance, sales, and financial management.  Formulated and executed strategic plans to meet revenue goals and enhance profitability.  Implemented cost-control initiatives, improving operational efficiency while upholding superior service quality.  Boosted guest engagement by deploying a CRM system to track preferences and feedback, enabling personalized service delivery.  Managed crisis situations, such as unexpected events, with composure, swiftly resolving guest issues and reducing negative reviews by 40%  Partnered with the general manager to lead a team of 18, fostering interdepartmental collaboration and synergy.

Diploma in Hospitality & Management Zambia Institute for Tourism and Hospitality Studies, 2021 Lusaka Grade 12 Certificate Katete Day Secondary School, 2013 SHORT COURSES Certificate in Information System & Computer Networking Lusaka Open Business College, 2021 Advanced Certificate in Purchasing & Supply Management Hands Worth Institute of Health Science and Technology, 2021 Certificate in Hazard Analysis & Critical Point (HACCP).

Vendor Negotiations  Inventory Management  Financial Planning & Budgeting  Team Leadership & Staff Development  Customer Service Excellence  Sales & Revenue Optimization  CRM Implementation  Conflict Resolution & Guest Relations

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