Andrew Lang
Orlando,FL
Summary
Driven leader with strong problem-solving and customer service skills. Dedicated to providing highest level of service to customers and creating pleasant work environment for staff. Knowledgeable in food safety, sanitation protocols, AI and Microsoft Office. Skilled in budget management to reduce costs and maximize profits.
Overview
14
14
years of professional experience
Work History
Kitchen Manager/General Manager
Graffiti Junktion
08.2021 - 07.2024
- Developed and implemented staff schedules, optimized labor allocation to align with fluctuating business demands
- Trained new kitchen personnel, ensuring adherence to high standards of culinary excellence and safety protocols
- Managed financial responsibilities, including daily revenue deposits and maintaining food and beverage costs within budgetary guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Trained staff on proper cooking procedures as well as safety regulations and productivity strategies.
Lead
Apple Florida Mall
10.2019 - 08.2021
- Oversaw the scheduling of staff breaks and effectively coordinated opening and closing procedures, including accurate cash management
- Facilitated training sessions to align team objectives with company goals, fostering a cohesive work environment
- Provided mentorship to enhance specialist capabilities in addressing customer concerns and improving overall service satisfaction.
- Tracked key performance indicators to measure success of staff.
- Assembled reports and presentations to share insights and recommendations with store leaders.
Retail Contact Center Lead - Sales Chat
Apple
08.2020 - 05.2021
- Managed a team, conducting monthly performance evaluations and weekly quality assurance checks to ensure adherence to service standards
- Led weekly team briefings and individual advisory sessions to foster communication and provide targeted coaching
- Implemented strategies that contributed to team performance enhancements and improved training management systems.
- Initiated and executed new policies and procedures in contact center.
- Created goals, encouraged timely progression of performance and recognized and rewarded successful performance.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Full Time Sales Lead
Under Armour Brand House
09.2016 - 08.2017
- Enhanced team performance by providing comprehensive product training and maintaining rigorous sales standards to meet established goals
- Managed store operations including opening and closing procedures, cash handling, and coordinating pre-shift team briefings.
Footwear Sales Lead
Under Armour Brand House
04.2016 - 09.2016
- Drove footwear department performance by sustaining a consistent 20% share of total sales through effective customer engagement and product knowledge
- Conducted comprehensive training for both new and existing team members on seasonal footwear updates, focusing on features and benefits to enhance sales proficiency.
- Trained, coached, and mentored new sales associates for maximum performance.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Analyzed prior delivery processes and uncovered more efficient method.
- Used POS system to process sales, returns, online orders, and gift card activations.
Bartender/Shift Lead
Ryleigh's Oyster
03.2010 - 06.2015
- Managed financial responsibilities by accurately counting the safe and implementing security measures through alarm setting, ensuring the integrity of the establishment's operations
- Resolved customer service issues, maintaining a high standard of satisfaction and preserving the venue's reputation for quality experience
- Trained new staff on menu offerings and service protocols, contributing to the team's efficiency and consistency in delivering exceptional service.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Kept bar presentable and well-stocked to meet customer needs.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Served high customer volumes during special events, nights, and weekends.
Education
Certificate - AutoCAD
CCBC
Baltimore, MD08.2024
Certificate - Land Surveying
CCBC
Baltimore, MD08.2024
Skills
- Cost Control
- Key Performance Indicators
- Operations Management
- Inventory Coordination
- ServSafe Certification
- Database Management
- Project Management
- Time Management
- Sales expertise
- Customer research
- Staff Development
Timeline
Kitchen Manager/General Manager
Graffiti Junktion
08.2021 - 07.2024
Retail Contact Center Lead - Sales Chat
Apple
08.2020 - 05.2021
Lead
Apple Florida Mall
10.2019 - 08.2021
Full Time Sales Lead
Under Armour Brand House
09.2016 - 08.2017
Footwear Sales Lead
Under Armour Brand House
04.2016 - 09.2016
Bartender/Shift Lead
Ryleigh's Oyster
03.2010 - 06.2015
Certificate - AutoCAD
CCBC
Certificate - Land Surveying
CCBC
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