Katy Mong

Full Time: 40 hours weekly

• Managing three higher education retail dining locations and a team of 35 employees: We Proudly Serve Starbucks, Wellness Cafe, Riverside Market and Convenience Store.
• Recruited, Staffed, Hired, Trained service staff members to meet business goals.
• Lead and Trained team through the hiring process: Screening calls, in-person interviews, initiating background checks, onboarding and orientation.
• Submitted reports to senior management to aid in business decision-making and planning.
• Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
• Implementing innovative marketing initiatives to increase sales in dining services.
• Responsible to execute corporate programs and promotions to increase sales.
• Developed and maintained positive relationships with campus faculty and staff to build rapport and trust.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Maintained records of service transactions and customer feedback for future reference.
• Monitored inventory levels and placed orders to replenish stock.
• Implemented strategies to increase customer service satisfaction ratings.
• Developed customer loyalty programs to increase customer satisfaction.
• Trained team members in successful strategies to meet operational and sales targets.
• Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Successfully drove new product lines to increase annual profits by 15%.
• Resolved customer complaints in professional and timely manner.

Full Time: 40 hours weekly

• Organized campus dining events to increase student, faculty and staff involvement
• Collaborated with on campus student organizations to create communication pathways with dining services
• Trained and Developed talent to encourage internal promotion.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Created employee schedules to align coverage with forecasted demands.
• Assisted in recruiting, hiring and training of team members.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Reported issues to higher management with great detail.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Full Time: 40 hours weekly

• Collaborated with other food and beverage attendants to provide a training process to provide prompt, smooth and excellent service.
• Maintained clean and organized work space to comply with hygiene and health regulations.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
• Trained new staff members on company policies and procedures.
• Supported and assisted team members in handling guest inquiries and requests and in resolving guest complaints.
• Collaborated with other staff to facilitate efficient service.
• Monitored service area inventory and replenished as necessary.