Operations Manager/Training and Quality Manager/Customer Experience Manager at Nono's (2023-06 – Present)
- Successfully opened multiple new branches, ensuring smooth pre-operational setup, timely launch, and alignment with brand standards.
- Improved sales performance and profitability across the assigned area through strategic planning, cost control, and consistent operational monitoring.
- Streamlined store operations by strengthening compliance with SOPs, resulting in improved audit scores and service consistency.
- Reduced operational costs through tighter inventory management, waste reduction, and improved purchasing efficiency.
- Enhanced employee performance and retention through structured onboarding, re-training programs, and consistent leadership coaching.
- Effectively handled escalated guest concerns, leading to higher customer satisfaction scores and improved brand loyalty.
- Strengthened coordination and communication between stores and support departments, ensuring faster issue resolution and better alignment with company goals.
- Maintained trust and transparency with owners through accurate reporting, proactive issue management, and participation in weekly MANCOM meetings.
Customer Service Manager/Key Instructor at Riyadh Metro (2020-04 – 2023-02)
- Facilitated both classroom and practical training sessions for frontline customer service staff.
- Provided on-site leadership during shifts, addressing daily operational issues to ensure excellent service delivery.
- Supervised security operations, monitored contractor performance, and maintained a safe environment for customers and staff.
- Conducted daily briefings and performance reviews to align team efforts with KPIs and operational goals.
- Coordinated with the GSM to ensure all station information and communications were updated and properly displayed.
- Managed ticketing and fare collection activities to ensure accuracy and efficiency.
- Led and supported station teams during degraded or emergency situations, ensuring smooth and safe operations.
- Collaborated with third-party partners, including facilities management and security contractors, to ensure compliance with SOPs.
- Promoted adherence to the Integrated Management System and company policies on Health, Safety, Quality, Environment, and Information Security.
Area Manager/Head of Training at Nikkei (2019-03 – 2020-02)
- Oversaw overall operations of Nikkei branches, ensuring profitability and operational excellence.
- Set branch targets, managed budgets, and controlled purchases and inventory to maintain cost efficiency.
- Handled budgeting, reporting, planning, and auditing processes to support business goals.
- Reported directly to the owners on P&L performance, operational concerns, and strategic initiatives.
- Provided strong, motivational leadership and implemented programs to boost staff engagement and internal revenue.
- Conducted orientations and training for new employees to ensure compliance with company standards and processes.
- Monitored store purchases and spending to align with weekly budget targets.
- Analyzed operational data to identify opportunities for sales growth, profit improvement, and cost reduction.
- Managed recruitment, interviews, and staff terminations in accordance with company policies.
- Reviewed menu performance and recommended adjustments based on sales trends.
- Managed the company's social media pages, responding to customer inquiries and promoting brand engagement.
Store Operations Manager at HELLO KITTY CAFÉ (2017-12 – 2018-09)
- Oversaw overall café operations, ensuring smooth workflow and excellent customer service.
- Recruited, trained, coached, and evaluated team members to maintain high performance and service standards.
- Developed the Employee Manual, Code of Discipline, and Service Training Manual tailored for café operations.
- Conducted regular monitoring, coaching, and motivation of staff to drive engagement and consistency.
- Managed weekly inventory for kitchen, dining, and pastry departments to ensure accurate stock control.
- Designed and implemented marketing, advertising, and community programs to increase patronage and brand visibility.
- Controlled food and labor costs through effective planning and operational efficiency.
- Created new frappes and beverage offerings, including recipe development and costing, to expand the menu and drive sales growth.
General Manager at Champions Sports Bar and Restaurant (2015-12 – 2016-12)
- Developed and implemented business plans, including financial forecasts, sales strategies, and marketing initiatives.
- Recruited, trained, and supervised management teams to ensure operational excellence and policy compliance.
- Managed purchasing, inventory, and supplier contracts to control costs and maximize profitability.
- Oversaw payroll, service charge computation, government remittances, and business permit renewals.
- Ensured guest satisfaction through consistent monitoring of food, beverage, and service quality.
- Created and enforced Standard Operating Procedures (SOPs) and led staff training programs.
- Conducted performance evaluations and coaching to strengthen team engagement and productivity.
Restaurant Manager at Bistro Americano/TGI Fridays (2012-10 – 2015-12)
- Recruited, trained, and supervised staff to ensure efficient daily operations and adherence to company standards.
- Oversaw front- and back-of-house operations, ensuring smooth shift execution and excellent guest service.
- Managed staff scheduling, performance evaluations, payroll, and inventory control.
- Handled ordering of supplies, including beverages, and monitored stock levels to maintain cost efficiency.
- Ensured guest satisfaction by promptly addressing feedback and resolving complaints professionally
