Andre Phillips Email & Phone Number

Cape Town, Wc, Za

Foreshore, Cape Town

* Compile the following reports measured against thresholds for the Operations Department via Microsoft Excel, Power BI and PowerPoint:- Restaurant Excellence Visit (REV) Audit Reports and analysis - REV Action Plan Reports that address opportunities and shortfalls- REV Food Safety and Brand Standards Reports- Guest Trac Reports and analysis (Guest Satisfaction Surveys)- Guest Complaint and Guest Interaction Reports- Restaurant Employee Training Module Completion Reports- Weekly & Monthly Zenput Log Routine Reports- Labour Productivity and Labour Cost Reports- SICOM Chef Kitchen Product Forecasting Management Reports- SICOM Drive Through Speed of Service Reports* Maintenance Function:- Provide Admin Support related to Assetforce- Create and manage internal process flow to streamline operations between the operations and finance department* New Product Development Function:- Complete Project Initiation Forms on RBI ( Restaurant Brands International) product portal for new menu item launch approvals, including provision of costing and image builds- Create Ops Alerts to aid restaurants in product preparation and ingredient receiving, storage and discard procedures- Assist Supply Chain Department co-ordinate New Product Development Projects between various departments in an agile environment - Develop, manage & review aspects of New Product Development Process Workflows related to Standard Operating Procedures via MS Visio- Update the online Operations Manual with the essential preparation, key standards and related data from Ops Alerts for ingredients and complete products * General Admin Duties:- Ensure Restaurant Contact Details are updated on Microsoft Sharepoint Site- Update menu item recipes on Restaurant Brands International(RBI) Product Portal - Maintain a database of business contacts

Foreshore, Cape Town

Summary: To take responsibility for the day-to-day management of the Call Centre Agent team and co-ordinate the work ensuring queries are diagnosed, escalated and/or resolved efficiently and timeously. To ensure the contact centre meets the standards required to constantly meet guest expectations and process targets.My core functions were as follows:• Assist with the implementation of all directives, policies and procedures issued by the Call Centre Manager• Ensure Call Centre Agents were familiar with all new or revised policies, procedures, updated information and/or processes • Facilitation of Call Centre Team Operations by arranging meetings to discuss the following: information and knowledge sharing, any team work issues, solving problems and identifying recommendations for standardizing team operations• Creating and amending team schedules to ensure appropriate coverage of work activities, which includes maintaining the schedule and ensuring Contact and Support performance metrics were achieved• Providing team development to ensure team performance is delivered, including training and motivating staff.• Serve as a resource and content expert to team members• Compile reports and conduct analysis necessary for business operations• Proactively highlight and identify problem/risk areas and improvements required• Achieve and report on team targets and Service Level Agreements • Track and provide management information on team targets and HR related performance areas• Conduct monitoring activities for the call centre agents and implement initiatives to ensure that quality assurance measures were maintained • Assist with any ad hoc office requests• Support and assist with responses and escalations on social media platforms, telephone and email

Foreshore, Cape Town

I was responsible for handling inbound and outbound communications as part of the duties of the Call Centre team of BKSA.• The Primary function of the Call Centre Agent was to provide assistance to external and internal parties communicating with BKSA via telephone, email and web correspondence at the standard set by BKSA.• Part of this function included the duties of monitoring the progress of customer enquiries (complaints/queries) by ensuring that queries were resolved as per the resolution process communicated. This responsibility included the following duties:- Analyzing the nature of case and identifying the type of assistance required and identifying where further action was required.- Identify, implement and co-ordinate appropriate solutions- Take ownership of problems dealt with and co-ordinate appropriate solutions to problems presented using the resources supplied.• Additionally; the monitoring of progress on internal requests and queries from Restaurants, BURGER KING Staff, suppliers and service providers. While ensuring that these queries were addressed, handled and resolved timeously.• I was also required to assist with the recording information related to business operations and assist when necessary with any ad hoc office requests within my capabilities, including processing of invoices and purchase orders via the Great Plains Platform

Cape Town Area, South Africa

I was responsible for assisting Restaurant Management in the effective daily running of the restaurant ensuring amongst others:- Customer satisfaction- Delivery of a quality product - Health and Safety- Stock control- Shift Management - Operational efficiency - Adhering to Brand Standards

Cape Town Area, South Africa

* My responsibilities included the following:- Meeting and greeting customers- Taking food and drink orders at the till point as a cashier- Preparing food and drink orders at the kitchen area when assigned there- Answering questions about the menu, policies and services- Providing excellent customer service- Maintaining a clean work environment

Diploma, Public Administration

SAQA ID: 73496/NQF LEVEL 6/CREDITS: 360.

Matric Certificate

Bachelor Of Commerce In Business Informatics, First Level

Education record

Education record