Xiujuan Chen
Cedar Rapids,IA
Summary
Dynamic General Manager with a proven track record at Mister Car Wash, excelling in operational strategy and a hospitality focus. Achieved maintaining 5,500 Unlimited Wash Club memberships while fostering exceptional customer relations. Recognized for outstanding leadership and interpersonal communication, creating an accountability-holding team culture that achieved the highest Employee Net Promoter Score in the region.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work History
General Manager
Mister Car Wash
Cedar Rapids
03.2023 - Current
- Recruited, interviewed and hired qualified staff for open positions. Created a complete and formal set of training systems to train new hires.
- Operated the busiest and most profitable store in the region. Managed all aspects of daily business operations, including budgeting, staffing, scheduling, inventory control, and monitored financial performance. Developed and implemented operational strategies during three rotations by creating a whole set of operational checklists to improve efficiency, reduce costs, and maximize customer satisfaction.
- Administered employee discipline through documentation, counseling reports, and up to terminations to hold teammates accountable.
- Used effective interpersonal skills and people skills to engage customers in conversation, and effectively identify their needs and requirements. Resolved customer complaints and damage claims quickly while maintaining high-quality standards of service delivery. Operated 5500 Unlimited Wash Club members and gained 450 members, with a 9% increase in the most recent year.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively. Applied the 'Being the Coach, Not the Player' strategy to develop the High-Performance Future Leader.
- Created a positive and open work environment by establishing a Peers Shout-Out board and having monthly individual conversations with teammates to give and receive constructive feedback. Achieved the highest Employee Net Promoter Score of 89 in the Team Member Satisfaction Survey (2023) in the region.
- Operated equipment and machinery according to safety guidelines to ensure safety for customers and employees. Directed safety operations and maintained a clean work environment to adhere to OSHA requirements.
Site Manager
Mister Car Wash
Cedar Rapids
10.2021 - 02.2023
- Assisted the GM in managing the external store and took over the GM's responsibilities while the GM was not on site.
Manager in Training
Mister Car Wash
Cedar Rapids
10.2020 - 09.2021
- Completed OLP I and OLP II while working at an internal store.
Catering Coordinator
Sodexo USA
Cedar Rapids
10.2017 - 09.2020
- Managed event planning for corporate and private events of up to 500 guests. Created detailed timelines for each event to ensure that all tasks were completed on time.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills. Resolved any customer complaints in a professional manner.
- Provided guidance and support to kitchen staff as needed throughout the event preparation process.
- Identified needs of customers promptly and efficiently. Recognized by management for providing exceptional customer service.
Assistant Manager
Panda Express
Cedar Rapids
09.2014 - 09.2017
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Communicated regularly with customers to gain insights into their needs. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Supervised daily operations including scheduling shifts, assigning duties.
- Collaborated successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Implemented quality control measures to uphold company standards.
Education
MBA - Business Administration
Mount Mercy University
Cedar Rapids, IA 08.2018 - 05.2020
Skills
- Leadership and team building
- Talent development
- Exceptional interpersonal communication
- Customer relations and engagement
- Operational strategy and management
- Financial analysis
Languages
English
Full Professional
Chinese (Mandarin)
Native/ Bilingual
Chinese (Cantonese)
Native/ Bilingual
Affiliations
- I love to practice yoga at my spare time.
- I volunteer for schools and local NGOs.
Timeline
General Manager
Mister Car Wash
03.2023 - Current
Site Manager
Mister Car Wash
10.2021 - 02.2023
Manager in Training
Mister Car Wash
10.2020 - 09.2021
MBA - Business Administration
Mount Mercy University
08.2018 - 05.2020
Catering Coordinator
Sodexo USA
10.2017 - 09.2020
Assistant Manager
Panda Express
09.2014 - 09.2017
Similar Profiles
Gabriel SalinasGabriel Salinas
General Manager at Car Wash Partners, Inc. Dba Mister Car WashGeneral Manager at Car Wash Partners, Inc. Dba Mister Car Wash
Kiara "Kiki" TylerKiara "Kiki" Tyler
Car Detailer at Mister Car Wash, Privite Clients,Car Rental PlacesCar Detailer at Mister Car Wash, Privite Clients,Car Rental Places
Steven SperrySteven Sperry
Maintenance Technician II at Mister Car WashMaintenance Technician II at Mister Car Wash