Hi, I’m
LORRAINE E. K. PFUMOJENA
Customer Success Manager
Dubai
Summary
Hospitality professional with over five years’ experience. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
years of professional experience
4
years of post-secondary education
1
Certification
Work History
Spades Tech LtdDubai
Customer Success Manager
07.2022 - 12.2022
Job overview
- Strategic and supportive manager of 45% of hospitality partners.
- Increased our hospitality partners' success, turning them from customers to ambassadors. Improving their daily operations by 33%.
- Being the bridge between the partners and product team to ensure we are building the best service for them, understanding and promoting features whilst distilling complex challenges into elegant, engaging solutions for them.
- Regular training, role playing, shadowing restaurant staff and ensuring they are seeing value in our product to increase adoption by their guests.
- Using tools like Power BI, GMV reports to check and share information on our partners’ portfolios, plan strategic moves to increase adoption.
- Identifying and prioritizing growth opportunities with partners.
- First contact in resolving any queries for our partners, making sure to achieve targeted sales and highest customer satisfaction.
- Building loyalty to ensure long term client retention by championing and contributing to driving continuous service improvements.
S Squared Investment LLC/ CRISOL Restaurant & LoungeSharjah
Assistant Restaurant Manager
06.2020 - 06.2022
Job overview
- Assist General Manager with efficient scheduling and minimal food wastage management to achieve monthly labor and food cost goals.
- Develop and implement budget plans to successfully increase profit margins, create and implement plans to develop effective advertising to increase sales.
- Ensured excellent customer service for up to 500 customers on a daily basis was performed by team, increasing customer satisfaction up to 100% through daily briefings and trainings; and instantly solving any grievances effectively.
- Established a 100% quality control assurance system over all dishes to be met before being served to the customers while meeting all needs and wants of valued customers.
- Supervise daily shift operations and ensures compliance with all restaurant policies, standards and procedures.
- Supervise staffing levels to ensure that guest service and financial objectives are met, particularly in the hostess area.
S Squared Investment LLC/ CRISOL Restaurant & LoungeSharjah
Restaurant Supervisor
06.2017 - 05.2020
Job overview
- Oversaw operations for the requisite section and supervising job roles of the FOH staff for their improvement and the restaurant image.
- Responsible for staff scheduling, preparation of weekly duty chart to correspond with outlet functions, including training and performance management.
- Responsible for monthly inventory across all areas as assigned by management.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements, and top service standards.
- Supervised various teams within a 100-guest capacity restaurant, ensuring timely and quality service.
- Identified and diplomatically addressed customer complaints in a timely manner to promote satisfaction and loyalty and needs are fulfilled in order to create a memorable and unique experience lasting past their stay.
Education
National University of Science And TechnologyBulawayo, Zimbabwe
Bachelor of Commerce Honors Degree from Finance
09.2011 - 11.2015
Skills
Customer Relations
undefinedAccomplishments
- Developed a new filing system which was approved as per ISO standards and adopted by the company and this reduced the deviations in our inventory
- Implemented and encouraged great team work that saw the restaurant renewing contracts of all FOH staffs.
Certification
LAURELS Restaurant Manager Certification
Timeline
Customer Success Manager
Spades Tech Ltd
07.2022 - 12.2022
Assistant Restaurant Manager
S Squared Investment LLC/ CRISOL Restaurant & Lounge
06.2020 - 06.2022
Restaurant Supervisor
S Squared Investment LLC/ CRISOL Restaurant & Lounge
06.2017 - 05.2020
National University of Science And Technology
Bachelor of Commerce Honors Degree from Finance
09.2011 - 11.2015
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