Yen Lynn Ng
Klang ,Selangor
Summary
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
10
10
years of professional experience
1
1
Certification
Work History
Cafe Manager
By George Coffee
09.2022 - Current
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Handled business administration functions such as payroll, cash register counting, and supply ordering.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
- Negotiated contracts with suppliers to secure competitive prices for products.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
Supervisor Exam Invigilator
British Counsel
06.2020 - 08.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Educated staff on organizational mission and goals to help employees achieve success.
Food and Beverage Attendant
Marriott Hotel
09.2019 - 05.2020
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
- Greeted and seated guests to provide friendly and welcoming experience.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
Manager of Operations
Hazelnut Cafe & Bar
06.2017 - 09.2019
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Team Leader
New World Hotel
08.2016 - 04.2017
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Contractor Project Manager
Poh Seng Construction
05.2015 - 08.2016
- Monitored project progress, identified risks and took corrective action as needed.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Excellent communication skills, both verbal and written.
Head Barista
Tivoli Cafe
03.2014 - 04.2015
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Monitored customer feedback to improve barista performance and customer service.
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Created new training guidelines, and provided staff orientation and training.
- Developed coffee beverage menu, recipes, specialty coffee drinks, and appropriate menu pricing.
- Advised customers on whole bean and bulk tea purchases by detailing origin, flavor, and pairing recommendations.
- Used POS system to accurately enter orders and process payments.
- Promoted additional items with beverages, increasing store sales.
Internship Trainer
Hilton Hotel
09.2014 - 02.2015
- Partnered with department managers to help intern gain competencies and confidence.
- Assisted intern with résumé development, employment applications and interviewing to secure internship and competitive position.
Education
Advanced Diploma - Leadership And Management
Lloyds International Collage
Sydney, NSW12.2022
Diploma - Leadership And Management
Lloyds International Collage
Sydney, NSW05.2021
Diploma - Business
Business International Collage
Sydney, NSW07.2020
Graduate Certificate - Hotel Operation
Inti International Collage
Subang Jaya 03.2014
Skills
- Performance Measurement
- Decision Making
- Team Leadership
- Policy Development
- Problem Solving
- Customer Service
- Budget Management
- Strategic Planning
- Risk Management
- Staff Training
Certification
- Certified Master Coffee Roaster, MasterRoaster.
Languages
Chinese (Mandarin)
Full Professional
Chinese (Cantonese)
Elementary
English
Native or Bilingual
Malay
Limited Working
Timeline
Cafe Manager
By George Coffee
09.2022 - Current
Supervisor Exam Invigilator
British Counsel
06.2020 - 08.2022
Food and Beverage Attendant
Marriott Hotel
09.2019 - 05.2020
Manager of Operations
Hazelnut Cafe & Bar
06.2017 - 09.2019
Team Leader
New World Hotel
08.2016 - 04.2017
Contractor Project Manager
Poh Seng Construction
05.2015 - 08.2016
Internship Trainer
Hilton Hotel
09.2014 - 02.2015
Head Barista
Tivoli Cafe
03.2014 - 04.2015
Advanced Diploma - Leadership And Management
Lloyds International Collage
Diploma - Leadership And Management
Lloyds International Collage
Diploma - Business
Business International Collage
Graduate Certificate - Hotel Operation
Inti International Collage
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