Liling Lau
Summary
Dynamic leader with a proven track record in managing high-performance teams at KFC, enhancing productivity, and optimizing cost management. Excelled in customer relationship management and negotiation, achieving significant improvements in sales strategies and supplier relations. Demonstrated exceptional team leadership and customer service, contributing to sustainable business growth.
Overview
22
22
years of professional experience
Work History
Batista
Starbucks
08.2023 - Current
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Cleaned counters, machines, utensils, and seating areas daily.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Controlled line and crowd with quick, efficient service.
- Maintained regular and consistent attendance and punctuality.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
Crew Member
KFC
06.2023 - Current
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Collaborated with team members to complete orders.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Assisted other team members to achieve goals.
- Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.
- Helped maintain a clean and welcoming dining area for customers, boosting overall satisfaction during their visit.
- Trained new team members on procedures, customer service, and sales techniques.
- Prepared products following restaurant, health, and safety standards and procedures.
- Ensured accurate order fulfillment with diligent attention to details while assembling meals.
- Stocked shelves to organize aisles in assigned department.
- Supported inventory management efforts by accurately tracking stock levels and reporting low supplies to supervisors.
- Increased sales of promotional items by effectively communicating benefits and specials to customers.
- Increased customer satisfaction with prompt and accurate order taking.
Manager
KFC
02.2014 - 01.2023
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Conducted monthly inventories of raw materials and components on work floor.
- Recorded inventory sales into organization's weekly income report.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Evaluated report data to proactively adjust and enhance operations.
- Directed staff and managed annual capital budget.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Prepared and recommended long-range plans for development of department personnel.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Monitored and supported progress of plant production orders by managing shop capacity and loading functions at several facilities.
Manager
Texas Chicken
06.2009 - 01.2014
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Conducted monthly inventories of raw materials and components on work floor.
- Recorded inventory sales into organization's weekly income report.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Evaluated report data to proactively adjust and enhance operations.
- Directed staff and managed annual capital budget.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Prepared and recommended long-range plans for development of department personnel.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Monitored and supported progress of plant production orders by managing shop capacity and loading functions at several facilities.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Manager
KFC
06.2002 - 05.2009
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Developed and maintained relationships with customers and suppliers through account development.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Conducted monthly inventories of raw materials and components on work floor.
- Recorded inventory sales into organization's weekly income report.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Evaluated report data to proactively adjust and enhance operations.
- Directed staff and managed annual capital budget.
- Monitored and supported progress of plant production orders by managing shop capacity and loading functions at several facilities.
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Propelled continuous improvements and strategically capitalized on current market trends.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
- Prepared and recommended long-range plans for development of department personnel.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Education
Deploma -
WSQ Management Deploma
01.2014
Skills
- Control of Expenses
- Manage Contracts
- Cost Management
- Sales Activities
- Team Leadership
- Customer Service
- Quality Standards
- Sales Strategies
- Environmental Policy
- Sales and Marketing
- Order Supplies
- Verbal and Written Communication
- Customer Relationship Management
- Staff Management
- Train Employees
- Manage Inventory
- Managing Appointments
- Managing Cash Register
- Time Management
- Food and Beverage Management
- Risk Management
- Supplier Relations
- Productivity Performance
- Accounting
- Negotiation
Timeline
Batista
Starbucks
08.2023 - Current
Crew Member
KFC
06.2023 - Current
Manager
KFC
02.2014 - 01.2023
Manager
Texas Chicken
06.2009 - 01.2014
Manager
KFC
06.2002 - 05.2009
Deploma -
WSQ Management Deploma