Nora Ngô / Ngô Hồng Ngọc
General Manager
Ho Chi Minh City,Vietnam
Summary
With over 5 years of experience as a general manager, expertise in strategic leadership, operational efficiency, and client relationship management has been demonstrated. Background includes optimizing workflows, streamlining processes, and managing high-performing teams to achieve significant revenue growth. Proven ability to analyze data, forecast trends, and implement strategies that enhance efficiency and customer satisfaction. Strong organizational and interpersonal skills make well-suited to excel in dynamic environments, with a focus on driving success in real estate or finance operations. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Operational Manager
Hoa Viên Craft Brewery
Ho Chi Minh City, Vietnam
07.2023 - Current
- Led the adoption of a new Point of Sale system across all three branches, increasing transaction speed by 30%
- Monitored daily restaurant operations, impacting 3 locations and directly supervising team of 60+ employees in a high-volume restaurant
- Implemented comprehensive server training program enhancing customer satisfaction and retention, including new on-boarding protocol
- Developed and implemented new protocols to standardize FOH and BOH duties, streamlining service and reducing policy violations.
- Developed and implemented a new drinks menu
- Reduced overhead costs through strategic vendor negotiations and waste reduction initiatives
- Led the introduction of operational changes to 30-year-old business processes, successfully managing disruptions, conflicts, and resistance to change
- Demonstrated expertise in conflict resolution through mediating disputes between team members or departments, facilitating a harmonious work environment.
- Developed and launched a successful promotion program resulting in a 53% in steak sales
- Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.
- Coordinated efforts among various departments to effectively manage resources and meet project deadlines consistently.
- Successfully managed change initiatives by effectively communicating expectations clearly among affected individuals or groups.
Consular Assistant
Honorary Consulate of the Czech Republic in HCMC
Ho Chi Minh City, Vietnam
08.2023 - Current
- Provided interpretation and translation services for the Czech Ambassador at the HCMC People's Committee (Ministry of Agriculture; English to Vietnamese).
- Assisted Czech nationals in finding solutions for their issues such as loss or theft of documents and/or issuing emergency travel documents.
- Liaised with the Czech Embassy in Hanoi and provided support in organizing events.
- Improved case management efficiency with thorough documentation and consistent follow-up on pending cases.
- Exhibited a high level of discretion and responsibility.
- Provided exceptional customer service to foreign nationals, addressing their inquiries and concerns effectively.
General Manager
Earthbar
Huntington Beach, California
11.2022 - 06.2023
- Managed daily operations of a single store, including staff hiring and training, customer service, inventory, and food safety and hygiene compliance
- Ensured team adherence to all food safety, cash handling, and operational policies and procedures
- Wrote schedules aligned with the company's labor model while maintaining exceptional customer service standards
- Managed high-volume invoice processing, ensuring accurate data entry and timely reconciliation
- Identified and addressed trends and issues in store performance
- Maintained accurate records and prepared daily reporting to regional manager and executives
- Grew store's daily sales by 40% by effectively managing costs such as labor and inventory, driving up ticket averages, and enhanced service quality
- Boosted average tickets by 20% with effective up-selling strategies and sales training
- Launched two marketing campaigns, achieving a 25% increase in customer traffic and a 15% boost in customer retention
- Generated comprehensive monthly inventory reports using CTUIT to monitor stock levels and identify discrepancies
- Analyzed sales data against inventory levels to forecast demand and optimize ordering
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Utilized LEAN inventory management strategies in stock control
- Created a learning-focused environment to enhance product knowledge and drive sales.
- Continuously coached the team, providing regular and effective feedback to foster improvement
- Promoted the brand and acquired new customers through community outreach and marketing campaigns
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Leveraged strategic product placement and merchandising techniques to drive sales and enhance customer experience
Server (Team Lead)
Mutt's Eastbluff
Newport Beach, California
06.2021 - 02.2022
- Contributed to restaurant opening and early-stage operations, helping implement policies and procedures during the grand opening
- Authored and established the initial opening and closing procedures for servers, setting a strong operational foundation
- Trained and mentored new servers, enhancing team confidence and performance
- Recognized for exceptional service on Yelp and Nextdoor, frequently mentioned by name in positive customer reviews
- Cultivated lasting customer relationships, fostering a loyal base of regular patrons
- Successfully managed large parties of 40+ guests independently, ensuring smooth service
- Provided personalized catering services, collaborating closely with clients to meet their unique needs and preferences
- Demonstrated expertise in zoning and sectioning, to improve workflows while promoting a cooperative team environment
- Memorized over 80+ menu items and offered possible alternatives for guests with special diets or allergies
Server
Kaori Sushi
Fullerton, California
08.2019 - 12.2020
- Fostered a welcoming and personalized dining experience through attentive service and proactive problem-solving, resulting in high customer satisfaction
- Collaborated seamlessly with team members by assisting in various sections, addressing restaurant needs, and maintaining smooth operations during peak service hours
- Anticipated guest needs by promptly refilling beverages and providing condiments and napkins, enhancing the overall dining experience
- Demonstrated expertise in daily restaurant operations, mastering opening and closing procedures and ensuring all tasks were completed to support a successful workflow
Hostess
H2O Sushi & Izakaya
Costa Mesa, California
07.2018 - 08.2019
- Managed POS and CRM systems, processing up to 50 orders per hour with zero errors and trained new staff on system usage
- Handled all payments and billing, ensuring accurate transactions
- Thrive in a high-pressure environment, multitasking between phone orders, packaging to-go orders for dine-in, DoorDash, and UberEats, while maintaining front-of-house duties
- Onboarded and provided exceptional service to 200+ customers per shift during peak hours, ensuring a seamless guest experience
- Organized reservations and walk-in parties, arranging seating to accommodate large groups
- Addressed guest inquiries and resolved issues both over the phone and in-person with a calm, professional demeanor
- Delivered a courteous and genuine attitude, maintaining professionalism even in challenging situations with difficult customers
Education
BA - Business Administration, Emphasis in Legal Studies
California State University Fullerton
Fullerton, CA 08.2018 - 12.2022
Highschool Diploma -
Edison High School
Huntington Beach, CA 12.2014 - 07.2018
Skills
Leadership
Staff Training & Development
Operational Efficiency
Communication
Customer Satisfaction
Organizational growth
Inventory Management
Marketing Campaigns
Research and analysis
Timeline
Consular Assistant
Honorary Consulate of the Czech Republic in HCMC
08.2023 - Current
Operational Manager
Hoa Viên Craft Brewery
07.2023 - Current
General Manager
Earthbar
11.2022 - 06.2023
Server (Team Lead)
Mutt's Eastbluff
06.2021 - 02.2022
Server
Kaori Sushi
08.2019 - 12.2020
BA - Business Administration, Emphasis in Legal Studies
California State University Fullerton
08.2018 - 12.2022
Hostess
H2O Sushi & Izakaya
07.2018 - 08.2019
Highschool Diploma -
Edison High School
12.2014 - 07.2018
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