Customer Service Manager

LILY CHENG

***** ** **** *** ? Miami Gardens ? Florida 33055? Phone: 305-***-****

Email: **************@*******.***

SUMMARY OF QUALIFICATIONS

. Demonstrate positive interaction with customers.

. Fluent in three languages (Spanish, English, & Chinese)

1. Highly experienced working with vendors direct consumers

2. Creative, reliable, hardworking, detailed oriented, and resourceful

with an enthusiastic attitude

3. Supervised staff on a day-to-day basis

4. Proficient in Microsoft Words, Excel, PowerPoint, and Outlook

5. Excellent oral & written, and typing skills (40 words per min.)

EXPERIENCE

YUM CORP. TACO BELL, HOLLYWOOD, FL

April 2008 - Current

Restaurant General Manager

. Ensure the customer unique needs are met, and resolve service issues

immediately.

. Analyse restaurants financial performance and create a follow-up plan

to maximize profitability without compromising the customer

experience.

. Manage restaurant budget.

. Conduct interviews, and orientation of all new employees.

. Manage staff of 28 to 30.

. Follow procedure to better keep track of the restaurants inventory.

. Ensure maintenance of the building in excellent condition.

. Ensure all health and safety standards are met in the restaurant.

CHEN'S RESTAURANT, MIAMI, FL.

Apr. 2004 - Current

General Manager/Owner:

6. Successfully manage the day-to-day operation of a restaurant for three

and a half years.

7. Negotiate annual and multi-year vendor contracts.

8. Collaborate with State and City Inspectors to ensure all codes were

met and kept up to date per the State/City regulations.

9. Create marketing initiatives in an effort to increase business.

10. Monitor restaurant sales to ensure that budgetary objectives are met.

11. Anticipated and solved problematic customer service, as well as

employee issues.

12. Conduct interviews and train new employees.

13. Implemented procedures to better keep track of inventory.

14. Conduct pay roll for restaurant staff each week.

15. Conducted competitive price shop to determine accurate price point for

each dish.

CHINA INN, MIAMI, FL.

Sept. 2003 - Mar. 2004

Restaurant Manager:

16. Supervised the day-to-day operation of the restaurant.

17. Maintained and established an excellent relationship with vendors.

18. Followed and implemented new operating procedures for kitchen and

wait staff.

19. Balanced cash register at the end of each work day.

20. Assisted in the interview process and training of new restaurant

staff.

21. Dealt with customer service issues.

22. Prepare restaurant for open or close of each business day.

La Nacional Supermarket, C.A

1982-2003

Family Business owner:

. Monitor daily inventory counts.

. Ensure prices are properly set to get the right profit.

. Ensure all products on the shelves are in order and in a good

presentation.

. Assisted interview and training new stuff.

. Negotiate prices with vendors, and set contracts and business.

EDUCATION/TRAINING

1. Currently attending Broward Community College on a part time basis

2. Technical Training in Accounting - Centro de Contadores, Venezuela,

Carabobo. August 2001

3. High School Diploma - Unidad Educativa Juan Benejam Vives, Venezuela,

Carabobo. Jun. 1990

23. y.

EDUCATION/TRAINING

24. Currently attending Broward Community College on a part time basis

25. Technical Training in Accounting - Centro de Contadores, Venezuela,

Carabobo. August 2001

26. High School Diploma - Unidad Educativa Juan Benejam Vives, Venezuela,

Carabobo. Jun. 1990

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