Worked with KFC as a Restaurant General Manager. I oversee all aspects of Sales, Staff Training & Development, Regulatory Compliance, Human Resource Management & Customer Services Functionalities. I act as Serve Safe Proctor to educate employees on safety programs and ensure compliance with food quality standards.I develop and implement operational strategies, prepare daily schedules, formulate budgets and forecasts and maintain required inventory levels.

- Manage a team.- Be available to affect the entirety of the team's operations.- Manage by walking around. Be visible to answer questions- Take calls that my agents can't handle and be available when an agent appears to need assistance.- Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.- Motivate and encourage agents through positive communication and feedback- Perform at least one monitoring evaluation with each agent every two weeks- Keep track of attendance, daily statistics, paid time off, sick time, etc.- Present to the Floor Manager at the conclusion of each week a breakdown of the past week’s monitoring checklists and a written performance summary of the team.- At the end of each working day, take three minutes to log into the "daily notebook"​ any feedback, analysis or reflections from that day's interaction with the agents- Recruit new staff and schedule existing staff to meet service level objectives.- Administer training programs for new hires and existing staff.- Take Quiz at the end of every month.- To kill queries and resolve issues in a timely manner as quickly as possible and helping out the customer and call center representatives in launching new products/services.- Maintaining and analysis team performance reports on weekly basis.- Provide team with guidance, motivation, and discipline to consistently achieve company’s goal & customer satisfaction. Conduct regular meetings with staff to know their feedback.- Building interdepartmental relations to enhance Service Center performance.-