Jawad Ghabra Email & Phone Number

Shawerma Plus is a family-owned business that turned into a franchise opportunity. We are always looking to add to our family. Shawerma Plus is a market-leading business in Canada, with plans for expansion in the USA by 2025.Within 11 months of launching our franchising program, we were able to select 7 franchisees who are now part of our family. We're expanding our franchise family in 2023 by adding 5-7 new members and aim to reach 50 locations across North America by 2026.

Waterloo, Ontario, Ca

Managing & operating 2 restaurants & catering arm.Main role:•Development of F&B Franchising model. •Review the restaurant's performance and analyze & project sales levels & oversee profitability.•Manage all marketing activities such as branding, social media presence & website development, promotional events, network events, pricing, loyalty programs & discount schemes.•Recruit staff, train, & motivate the team to perform & manage their working shifts & day to day tasks.•Manage suppliers' relationship & check stock levels & ordering supplies.•Grow our catering business portfolio in the Tri-cities.•Handle customers feedback & complaints.ACHIEVEMENTS:•Best influential Chef 2020.•#1 Middle Eastern 2021 in Waterloo by Top Choice Awards.•Revenue Growth by 193% 2013-19.•Online ordering growth 210% 2013-20.•2020: WINNER #1 of 14 restaurant awards & 2 local chef awards in Record Newspaper•#1 Overall Restaurant in Region of Waterloo as Ranked by Tripadvisor for 2013-192013-16: #1 Best Middle eastern Restaurant in Ontario among 27k+ listed on Tripadvisor. •Voted best Shawarma restaurant in Waterloo Region by The Community Edition Newspaper 2014-16.•Voted best shawarma restaurant in Waterloo by Skip The Dishes (ONLINE ORDERING PLATFORM) 2019•Voted best Diamond (#1) Mediterranean restaurant in Waterloo Region by The Record Newspaper 2018 & 2016 (Readership of 130K+)•Voted best Platinum (#2) Mediterranean restaurant in Waterloo Region by The Record Newspaper 2017 & 2019 & voted Gold (#3) in 2014 •Voted as #1 People's choice Restaurant on Foodpages.ca 2014-20•Voted as One of top 3 Best Mediterranean Restaurants in Waterloo on Threebestrated.ca 2017-20.•Recommended Middle Eastern restaurant by Rare Republic & Waterloo Region Eats•Voted as the best Shawarma restaurant in the Region of Waterloo (Tricity) 2014 by Wilfrid Laurier Uni publication. www.thecord.ca•Voted #4 Overall restaurant (among 27,000+ restaurants) in Ontario by Tripadvisor 2013-16

Ae

• Project Manager for the FIRST OF ITS KIND in middle east-banking sector real time management daily dashboards across key customer experience journeys for entire Dubai Bank before merger with Emirates Islamic & ENBD.• WINNER: In charge of Award submission & project manager helping Dubai Bank win 2 Stevie Awards in international banking sector 2012: BRONZE STEVIE WINNER: Contact Center of the Year (Up to 100 Seats) - Banking or Financial ServicesBRONZE STEVIE WINNER: Customer Service Department of the Year - Financial Serviceshttps://stevieawards.com/sales/2012-stevie%C2%AE-award-winners• Develop & execute service & performance culture across Retail Banking. • Establish & monitor service delivery measurements across channels to enhance customer experience based on ‘PDCA’ methodology. • Manage bank-wide customer satisfaction & feedback programs.• Manage Customer Care Unit & ensure all complaints are resolved as per defined process.• Create Service Quality Manual & design Score Card with KPIs to measure branch performance.• Design & present monthly flash reports & decks to the CEO & senior management.• Prepare comprehensive research & reports on internal & external business comparisons with leading national conventional, Islamic, & international banks.• Provide policy proposals within service quality provision, to help policy development.• Preparations & submissions for various local & international customer service awards.

Abu Dhabi, Ae

• WINNER: In charge of Award submission & project manager helping ADF win 1 Stevie Awards in international banking sector 2012: GOLD STEVIE WINNER: Customer Service Department of the Year - Financial Serviceshttps://stevieawards.com/search-past-winners-and-finalists?site_type=&year=&company_name=abu+dhabi+finance&award=&nomination_title=&country=&category_group=&state=&category=&city=&submitted_by=&industry=&items_per_page=10• Ensure ADF remains a market leader by development of new initiatives enhancing ADF service offering.• Manage internal & external research activities to develop business potential & use results to drive initiatives.• Continuous improvement of internal & external client service policy according to EFQM award criteria.• Recommend areas for improvement & identify areas where processes / procedures were not followed.• Monthly reports & MI decks prepared for CEO & Senior management decision making. • Manage outsourced firm for Mystery shopping project reviewing client experience & staff performance.• Set KPIs & develop Balance Score Card measures, initiatives, targets & results for the department.• Identify strategic approach; recommend training & coaching needs for all ADF clients’ facing staff.• Project champion for Internal Staff- Client Service Award Scheme designing & implementing the process for assessing & running the award ceremony.• Development of Client Feedback authority matrix, handling policy, feedback processes,& escalation process.• Train & ensure client facing staff embrace ‘can-do, will-do’ culture & are clear what is expected of them.• Write articles in the company’s quarterly Internal Magazine on topics related to Strategy.

Dubai, Dubai, Ae

• Establish business relationship on behalf of TPI with clients & strategic partners such as Ministry of Presidential Affairs/Abu Dhabi, Emirates Post, Fujairah Police, Ministry of Environment, Telecommunications Regulatory Authority TRA, Dubai Police & more.• Design strategic plans for clients & provide advice on implementation.• Design & conduct PESTEL & SWOT analysis, feasibility studies, & customized customer service manuals.• Conduct focus groups with clients to help them redefine vision, mission, & goals & address issues.• Assessment of clients & their varied departments & sections according to EFQM criteria using the RADAR.• Create cross functional teams with the clients & set SMARTER objectives & initiatives.• Research & analyze new business opportunities (Benchmarking) for different clients. • Undertake research, designing surveys, analysis of statistical data, setting recommendation & evaluation on various clients’ projects. • Develop Organizational Change Implications plans & new policies, processes, & procedures by utilizing a series of meetings, enabling the team to correctly identify process changes & training needs. • Identify, define, provide & measure KPIs & develop BSC for different clients based on their goals.• Diagnose the current organizational issues & creating a phased development plan efficiently aligning with the organizations/clients' needs & wants.• Collaborate with the client throughout the change process to build momentum, proper organizational environment & buy-in throughout the company.

Dubai, Ae

• WINNER: Managed RTA website in 2006-2007 & helped them in winning/being ranked as the best 3rd website out of all government websites focusing on easy navigation & 3-click policy with 1 team member.• Manage "Salik" New Tolling System Awareness Campaign marketing activity as one of the biggest projects in tolling systems in the Middle East . www.salik.ae• Prepare short & long term marketing plan for RTA & provide business measurable objectives. • Undertake research, designing surveys, analysis of statistical data, & evaluation of events & services. • Evaluate reports & recommended SMART marketing objectives before & after participation in events, conferences, ceremonies & exhibitions, & bidding companies for projects.• Secretary & member of RTA customer service committee that initiated Customer Care Center.• Team member responsible for developing strategies, guidelines, policies, & procedures for RTA communication & rewarding stakeholders.• Manage business relationship, tender implementation, monitoring & report writing Meeting Minutes & MOUs on Behalf of MCC with the Contractor (Transcore), PR agency (Asda'a) & Advertising agency (Y&R) for "Salik" New Tolling System Awareness Campaign. www.salik.ae• Establish business relationship on behalf of Marketing Department with Advertising agency (IBBDO) & PR agency (IPN) for RTA Marketing Umbrella Campaign & Crisis Management Plan. • Main coordinator with IT Dept. & IBM on projects such as EDMS, RTA Portal & look & feel (Leo Burnett). • Main event coordinator with Dubai E-government for GITEX 2006 & 2007 on behalf of RTA.• Website Data management, entry, & creating new pages on the website.

Dubai, Dubai, Ae

• Demonstrated immediate talents upon hire & excelled quickly to become recognized by management as key member of the marketing & business development team.• Undertook research, designing surveys, & analysis of statistical data. • Conducted different research methodologies for Governmental, & Semi governmental entities (such as Mystery Shopping Projects, Desk Research, & Customer & Employee Satisfaction survey).• Prepared short term marketing plan for TPI. • Prepared & performed presentations & participated in new business pitching.• Maintained excellent customer relations & developed customer rapport.• Diplomatically resolved customers' complaints on as-needed basis.• Maintained all record-keeping procedures without error.• Effectively developed telephone communication skills & consistently met quotas.• Prepared business plans & developed computer database support.

Masters Degree, International Business

Iso 9001:2008 Quality Management Lead Auditor, Quality Management

Bachelors Degree, Management & Marketing