Cheryl Zhang

• Provided services that collaborated with Forbes Five Star Resorts expectations.
• Managed high profile guests professionally, and discretely reassuring his or her privacy, and reputation.
• Maintained Company mission and vision while demonstrating procedures and services.
• Received and processed stock into inventory management system
• Resolved problems, improved operations and provided exceptional service
• Developed and maintained courteous and effective working relationships
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Monitored company inventory to keep stock levels and databases updated
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork

• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
• Developed and maintained courteous and effective working relationships
• Improved operations through consistent hard work and dedication
• Used Microsoft Word and other software tools to create documents and other communications
• Managed team of employees, overseeing hiring, training and professional growth of employees
• Created plans and communicated deadlines to complete projects on time
• Onboarded new temps by entering employee information into systems
• Worked flexible hours across night, weekend and holiday shifts
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Used critical thinking to break down problems, evaluate solutions and make decisions

• NAIL TECH
• Restocked inventory daily both at six pedicure stations, and six manicure work stations, and back room dispensary
• Completed customers request facilitating company's exceptional, and expected standards of business while excelling beyond company's platinum rule guidelines.
• Assume role of customer service agent within Hershey Philosophy and Standards.
• Provided oversite in OSHA and Department of Health regulations, maintaining complete adherence.
• Provided training and mentoring to new staff to maximize performance.
• Created plans and communicated deadlines to complete projects on time.
• Carried out day-to-day duties accurately and efficiently.

• Manage a high volume of billing calls accurately, efficiently, and promptly, while actively listening to customers billing concerns
• Work independently being fully accountable for work
• Handle escalated calls, process tickets, and help peers with difficult accounts.
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record
• Worked flexible hours across night, weekend and holiday shifts
• Completed paperwork, recognizing discrepancies and promptly addressing for resolution
• Identified issues, analyzed information and provided solutions to problems
• Implementing cost-saving initiatives that addressed long-standing problems
• Onboarded new temps by entering employee information into systems
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
• Improved operations through consistent hard work and dedicatio

• HERSHEYPARK, TRAINING FOCUS INTERN (Required for Penn State Degree/Certificate)
• Training and Development:
• Design and implement new training material ensuring that all Company Policies, Department of Agriculture, and OSHA Regulations comply
• Facilitate all new hire training in Food and Beverage Department
• Train existing staff and senior leaders in new policies within department

Human Resource:

• First point of contact in assisting employees with help and concerns with scheduling and managing their Kronos login information
• Responding to written and verbal inquiries relating to events, schedules, policies, and procedures
• Oversee company compliance in child labor laws including schedule modifications for over 2000 seasonal employees
• Creating and updating daily staffing reports for operational managers and supervisors
• Coach and counseling employees on their attendance records making sure if or any progressive disciplinary procedures are in order
• Assisting with processing payroll for part time employees
• Filing personal records and performing other administrative duties related to the operational human resource functions of the Food & Beverage and Ride Operations Departments
• Prepare or maintain employment records related to events, such as hiring, termination, leaves, transfers, or promotions, using human resources management system software
• Interpret and explain human resources policies, procedures, laws, standards, or regulations
• Recruit employees and process hiring-related paperwork
• Onboarding details such as duties and responsibilities, compensation, benefits, schedules, working conditions, or promotion opportunities
• Address employee relations issues, such as harassment allegations, work complaints, or other employee concerns.
• Led and directed work of HR team members and handled hiring, training and termination
• Aligned departments with organizational processes, implementing HR directives accordingly
• Reviewed and responded to urgent HR-related escalations
• Managed integration, configuration and administration of HR systems
• Stimulated employee engagement, loyalty and commitment to values and culture of company, resulting in 80% retention rate increase
• Spearheaded innovative recruitment practices and mobilized management in targeted hiring that matched company needs
• Built human resource organization and aligned people and culture with corporate strategic priorities and operations
• Navigated federal, state and local employment laws and regulations and adjusted company practices and policies to confirm complete compliance
• Maintained documentation for facility compliance and employee health
• Implemented behavioral performance management system to define expectations and identify areas for improvement
• Designed and implemented employee engagement strategies to improve morale, retain talent and maintain business continuity
• Tracked and reported on employee satisfaction metrics to identify trends and meet diverse business needs
• Drafted and implemented policies, procedures and employee handbook for over 2000 employees
• Coordinated and worked with management on performance evaluations, supervisory practices, dispute resolution and employee accountability
• Drafted, edited and implemented safety protocols to reduce and mitigate workplace incidents
• Facilitated new-hire onboarding processes, generating offer letters and processing background checks
• Recruited and hired key leadership positions to strengthen management team
• Maintained and developed job descriptions, onboarding handbooks and training programs
• Implemented formal performance management guidelines to reduce inconsistencies and increase productivity

• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
• Evaluated suppliers to maintain cost controls and improve operations
• Directed promotion and brand loyalty efforts to build direct relationships with customers
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings
• Reviewed sales and gross profit report to assess company efficiency
• Provided weekly work schedules to employees to accommodate business demands and vacation requests
• Maintained positive customer relationships by responding quickly to customer service inquiries
• Rotated merchandise and displays to feature new products and promotions
• Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures
• Processed payments for credit and debit cards and returned proper change for cash transactions

• Assessed condition of clients' skin in order to make recommendations to improve skin quality
• Advised clients on proper home-care regimens
• Performed waxing, body wrap application and gentle exfoliation to improve overall skin condition
• Informed guests of appropriate products available to increase retail sales
• Performed consultations for patients before scheduling treatments
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Identified issues, analyzed information and provided solutions to problems

• Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades
• Cross-trained existing employees to maximize team agility and performance
• Maximized performance by monitoring daily activities and mentoring team members
• Applied customer feedback to develop process improvements and support long-term business needs
• Monitored expenditures to mitigate risk of overages
• Onboarded new employees with training and new hire documentation
• Accomplished multiple tasks within established timeframes
• Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
• Delivered feedback to decision-makers regarding employee performance and training needs
• Kept detailed records of daily progress to identify and correct areas needing improvement