Customer Service Store Manager

Objective: To obtain a position that can fully utilize my knowledge of management experience, sales experience with logistic control and customer service.

Summary of Qualifications:

P&L Review and meeting with store managers to improve store operation.

Property Management

Sales Skill

Review Floor Blueprint and Revised for Architect

Follow up store construction, apply permits, Inspection.

Open and set up new store, hiring and training.

Bilingual in English (Fluent), Mandarin (Native), and Cantonese (Fluent)

Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities

Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits

inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives

Communicating with the board or other senior officials about shifting company priorities and projects

Identifying potential problems and points of friction and working to find solutions to maximize efficiency and revenue.

Identifying opportunities to expand or shift course to take advantage of changes in the market

Education:

12/2008 Northwestern Polytechnic University Fremont CA

MBA – Project Management

05/2006 San Jose State University San Jose CA

BA – Management Information System

Work Experience:

2021- Present, District Manager, Ghai Management.

Brand, Burger King, Taco Bell, Blaze Pizza, Denny’s, Popeye Chicken, Gas Station and company storages. Oversee 7 (Burger King) San Jose, Milpitas, Pleasanton, Dublin and Livermore.

Direct and coordinate activities of subordinate managers in operating stores.

Daily checking yesterday sales, month to date sales, yesterday labor, month to date labor, Speed of service time, customer’ survey and complaint, sales tickets- void and delete, bank deposit, and contact each RGM and Assist Mgr. for the result I found and how to improve.

Daily store visiting, check store’s fire distinguishers and fire sprinkler service up to date. Safety issue, back door blocking, fire panel blocking, ladder, co2 locked with chain. Emergency exit lights, Chemical storage, cleaning procedures.

Make sure RGM doing right scheduling and guide them new sales forecast to achieved sales target and control labor cost.

Coach kitchen team members how to make fast correct order, guide front cashier and DT person check and pick right order for customers to control great customer service, food cost control and waste.

Checking entire restaurant DT speed, parking lot cleaning, trash area, outside store equipment’s maintenance.

Checking store’ critical, food safety and quality.

Doing payroll every 15 days and EOM P&L

Interview, hiring and training new RGM, Assist Mgr. and Shift Mgr.

Work and back up with teams if needed.

Checking and verify weekly inventory and monthly inventory, orders, stocking.

Make sure each store follows marketing promotion and advertisement, employees all have new knowledge and training for new products.

Perform Pre-REV (Restaurant Excellence Visit) Inspection for each store and sit down with RGM to discuss what I found, why cost this happen, why is so important, how to

solve, how to not let it happen again. Encourage them if they follow up this problem, it will help them to get more sales and increase store performance.

Ask and talk to customers like friend and family to know their feedback for our service, food and cleaning.

Trouble shooting POS, Camera, and networking problem for each store.

2022- March, 2022 to Sept 2022 Contracted Inspector of Jack in the Box, NSF

Inspect store Outside of building wall, landscaping, Sign, drive thru

Inspect Team member interacting with customer at drive thru

Inspect dining room cleaning, lights, drink station, tables, glasses condition and cleaning

Inspect restroom any graffiti, fan, facet, water temperature is meet standard

Inspect team members’ scheduling, food safety record, holding time, check cooler and Freezer temperature, food storage do follow FIFO and Raw material handling.

Inspect cooking SOP, Food handling, check wasting record, cooked food temperature.

Asking team member how they answer customer if customer has complaint or other safety question.

Check all permit expiration date, pest control date, employee training record.

2007 – Nov,2021, Regional Manager/ Sales Manager, Chinese Gourmet Group inc.

Brand, Chinese Gourmet Express, Sansei Japan, Subway, House of Mongolian, Zen Kitchen, Public Storage. Oversee 25 - 30 stores in CA, OR, WA, NV and UT State

Check outside the storage property wall if there is any graffities and landscaping around the property.

Check storage gate and Cameras if all work.

Walk around all the storage if any storage unlocks or any storage door damage.

Check team member scheduling to ensure labor cost and bank deposit.

Check team member customer service and safety SOP.

Review sales and discuss P&L with Storage manager.

Coaching and training storage manager on hiring, upsell and paperwork.

Check fire and health permit, pest control and fire distinguish service up to date.

Make sure storage no major or emergency service or maintenance.

Walk with members and talk to each member how they feel their job and their peers and company, anything we need to improve.

Direct and coordinate activities of subordinate District Manager and Store managers in operating stores.

Marketing Promotion and sales

Hiring and training sales staff, relaying information from upper management to department staff about sales quotas and generating leads to divide among Sales Representatives.

Overseeing local and regional sales, promotions, and campaigns

Preparing sales budgets and projections and approving expenditures

Tracking and analyzing sales statistics based on key quantitative metrics

Setting discount rates and determining price schedules

Advising distributors and dealers on policies and Standard Operating Procedures (SOPs)

Developing and maintaining relationships with key clients

Overseeing and directing performance of the sales team

Identifying emerging markets to find new sales opportunities

Direct through subordinate managers, compliance of workers with company policy,

procedures, and standards.

Coach regularly and foster an environment where associates can achieve their highest potential and take on greater responsibilities

Inspect stores operation.

Review operational reports and records of store managers to project sale and profitability such as P& L.

Coordinate marketing activities with store managers.

Analyze potential of new and existing store locations and recommend additional sites or deletion existing area stores to headquarter.

Analysis, lost profit store, find out the problem issue and solve it.

Food cost, labor cost and store expenses control to increase store profit based on P& L report.

HR management, Operation management and provide the safety and sexual harassment training.

Recruit, train the Multi-Unit Managers and promote the store manager to Multi- Unit Manager.

Analysis, planning and execute all the reports/ plans regarding all the issues which would affects the Net Income.

Work with IT manager when store’s POS and Back office need to fix/ change/ replace hardware, software, and parts to make store operation data accurately.

Represent company to Court/ Labor department if company has lawsuit or mediation.

Review blueprint and change floor plan design based on store needs for new store.

Plans and manages business unit/ department process and practices with President and Architect to ensure that programs are aligned with company business goals and objectives.

Prepare communicates and educates our team on changes in policies and practices within the organization.

Work with IT manager to set cameras, POS, back office, and internet.

Follow up schedules with alignment from Construction and Real Estate. Communicates dates to contractor and meets all established deadlines.

Follow up the inspections with Building, Fire and Health Dept.

Order, receive and install all equipment’s and small wares.

Work with IT manager to set/ install front POS and Back office and connect to sonic wall, modem, router sonic wall and surveillance system.

Apply business license and health certification for store.

2005 -2007, Multi-Unit Manager, Chinese Gourmet Group

Brand, Chinese Gourmet Express, Sansei Japan, Subway, House of Mongolian, Zen Kitchen, Oversee 15 stores in North CA, NV, UT

Opening and set up new stores.

Direct and coordinate activities of subordinate managers in stores.

Maintain employment records.

Hiring, training and Terminate managers.

Direct through subordinatemanagers, compliance of workers with company policy, procedures, and standards.

Inspect stores and to ensure security and Food Safety and Sanitary Code.

Review operational reports and records of store manager to project sales and profitability.

Coordinate marketing activities of store managers and HQ office.

Analyze potential of new and existing store locations and recommend additional sites or deletion existing area stores to headquarter.

P&L review and discuss with store manager the improvement for store food cost, labor cost and store expense control.

Analysis, planning and execute all the reports/ plans regarding all the issues which would affects the Net Income.

Understand the drivers of restaurant contribution and make quality decisions.

Recruit a winning team and build a strong bench of associates for future restaurant.

Ensure appropriate staffing and product inventory to meet business demands.

Develop relationship with Guests and local community to promote Panda's brands.

Reinforce and environment that recognize, reward, and retain associates.

Maintain the highest standards of food quality and service to the guests.

Solving customer complain and comfort customer.

Lead the training and execution to ensure all food is prepared and served in a clean, safe and sanitary manner.

Work with store employees, dish wash, prepping, cooking, serving and cashier.

2003- 2005, Store Manager, Panda Express-838

Perform all daily duties of counter help.

Demonstrate knowledge of PRG and food service industry.

Apply knowledge of procedures and practices used by PRG.

Interact daily with customer, unit staff and General Manager.

Follow established practices and procedures to resolve routine problems.

Assist in assuring that customer needs are identified and addressed

Train new employees.

2001- 2004, Sales, and Lead for car detail team, Magic Touch Car Wash

Promote car wash detail packages and pre-paid program to customers.

Manage car detailing and Quality Check.

Customer service.

Increase car wash detail revenue during the raining season.

2001-2003, Sales, K&M Technology Inc.

Checked stock values for customers.

Call accounts which do not place order for 2 weeks,

Opened and closed account for customers.

Managed and update daily inventory database.

Review and enter PO into the company’s Order Tracking system.

Work with accounting to ensure PO and commercial invoices are prepared correctly and reflect the negotiated terms approved by Finance Department

You will review all popular product PO’s and work with accounting and export control teammates to ensure orders are accurately placed with manufacturers, in compliance with US export control regulations.

Follow up with shipping dept to make sure PO ship on time.

Skills:

MS Office – Excel, Word, Power Point, Access. Outlook

MS Project Management

References:

Available upon request.

Contact this candidate