Lam Ly
Houston,TX
Summary
Highly proactive manager with 10 years of experience in team leadership and 12 years in customer service. Background includes sales, management, front and back-of-the-house operations. Skilled in staff training and development.
Overview
13
13
years of professional experience
1
1
Certification
Work History
General Manager
Cafe Express
Houston, TX
06.2021 - Current
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Promoted business through participation in and sponsorship of community events.
- Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
Shop Technician
Metal Saw Technologies
Houston, TX
03.2020 - Current
- Received incoming materials and products
- Confirmed accuracy, quality and quantity of materials received.
- Assembled orders and packed items for shipment in an accurate and timely manner, conveying orders to shipping personnel.
- Moved freight, stock and other materials to and from storage and production areas and loading docks.
- Drove operational improvements which resulted in savings and improved profit margins.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Gave accurate quotes on needed repair work, fully educating customers on possible options and plans of action.
- Processed between 250 to 350 orders a day on average while insuring a great customer experience and excellent product quality
Account Manager
Leading Sparx
Houston, TX
03.2018 - 03.2020
- Boosted sales numbers with proactive account servicing and diligent relationship-building.
- Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Recommended brand products to customers, highlighted benefits and redirected objections to secure more than $1200 a week in sales.
Store Manager
Starbucks Corp
Houston, TX
11.2016 - 11.2018
- Proactively identified performance gaps and implemented process improvements.
- Managed staff of 25+ sales associates and 5 team leaders
- Interviewed job candidates and made staffing decisions.
- Increased profits through effective sales training and troubleshooting profit loss areas.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Completed profit and loss performance reports.
- Managed all aspects of store operations, organization, maintenance, and purchasing functions.
Assistant Store Manager
Panera Bread
Houston, TX
11.2011 - 11.2016
- Purchased proper quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximize profits.
- Oversaw front of house personnel to maintain proper staffing and minimize overtime.
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
- Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.
- Made and served 60> café beverages per day with speed, quality and consistency.
- In charge of Interviewing and hiring compatible team members in order to maintain high quality of service to guests
Education
High School Diploma - undefined
Jersey Village High School
Jersey Village, TX2009
Skills
- Natural leader
- Service-oriented
- Strong work ethic
- Passion for customer satisfaction
- Staff scheduling
- Inventory control and record keeping
- Business operations expertise
- Strong verbal communication
- Spreadsheet management
- Filing and data archiving
- Analytical skills
- Business administration
- Microsoft 365
Accomplishments
- Improved online restaurant reviews by successfully handling customer complaints, implementing monthly staff training and refining lunch and dinner menus.
- Reduced employee turnover by 10% by creating and implementing a no-cost incentive program.
- Outgoing Assistant Store Manager familiar with cash and food handling procedures. Possesses strong communication and time management skills.
Certification
- ServSafe Certified
Timeline
General Manager
Cafe Express
06.2021 - Current
Shop Technician
Metal Saw Technologies
03.2020 - Current
Account Manager
Leading Sparx
03.2018 - 03.2020
Store Manager
Starbucks Corp
11.2016 - 11.2018
Assistant Store Manager
Panera Bread
11.2011 - 11.2016
High School Diploma - undefined
Jersey Village High School
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