Hao Lam

As a Team Member at a souvenir store (Naturally NZ), I contributed to a positive shopping experience by delivering exceptional customer service, assisting with daily store operations, managing stock, and ensuring the store was organized and welcoming for all customers.

• Assisted Customers in Product Selection: Provided friendly and knowledgeable assistance to customers, helping them find souvenirs and gifts that suited their preferences, interests, and budgets.
• Addressed Customer Inquiries: Responded to questions regarding product details, prices, and store policies, ensuring customer satisfaction and promoting a positive store experience.
• Promoted Sales & Special Offers: Encouraged customers to take advantage of in-store promotions, seasonal sales, and new product launches, helping increase store revenue.
• Processed Transactions: Operated the point-of-sale (POS) system, handling cash, credit, and debit card transactions with accuracy and efficiency.
• Monitored and Restocked Inventory: Assisted with inventory management by restocking shelves, ensuring popular items were always available, and alerting supervisors to low-stock products.
• Maintained Product Displays: Organized and replenished product displays to ensure they were visually appealing, accessible, and aligned with the store’s theme. Helped set up seasonal or promotional displays to attract customer attention.
• Product Pricing and Labeling: Ensured that all products were clearly labeled with accurate prices, maintaining the store’s pricing integrity and promoting transparency for customers.
• Kept the Store Tidy: Ensured the store was always clean and organized, including aisles, product displays, and the sales floor, to create a pleasant shopping atmosphere for customers.
• Support for Visual Merchandising: Assisted in setting up and rearranging displays based on store layout or seasonal trends to enhance the store’s visual appeal and drive sales.
• Worked as Part of a Team: Collaborated with fellow team members to ensure smooth operations, especially during peak tourist seasons or busy sales periods.
• Provided Recommendations: Offered personalized recommendations based on customer interests, such as locally crafted goods, specialty items, and popular tourist attractions.
• Handled Customer Complaints: Addressed customer concerns and issues in a professional and timely manner, ensuring a resolution that upheld the store’s reputation for excellent customer service.

As a Crew Trainer at McDonald's, I played a pivotal role in maintaining high standards of customer service, operational efficiency, and team development. My responsibilities spanned from training new employees to managing the flow of orders during peak hours, all while ensuring the highest levels of cleanliness, quality, and safety

• Trained and Onboarded New Crew Members: Led onboarding and training for new employees, ensuring they were well-versed in McDonald's core values, customer service protocols, safety standards, and operational procedures.
• Mentored and Supported Team Members: Provided ongoing guidance to team members, fostering a collaborative environment and encouraging personal growth. This improved team performance and morale, resulting in reduced turnover and increased employee engagement.
• Oversaw Shift Operations: Supervised team members during shifts, delegating tasks based on each employee’s strengths and the demands of the restaurant. Ensured team efficiency while maintaining a positive atmosphere.
• Delivered Exceptional Customer Service: Engaged with customers to ensure they received quality service and a positive dining experience. Handled customer complaints with professionalism and empathy, leading to increased customer satisfaction and repeat business.
• Maintained Speed and Accuracy: Ensured fast, accurate order fulfillment in a high-pressure, fast-paced environment. Worked closely with kitchen and front-line staff to minimize delays and maximize customer satisfaction.
• Promoted Upselling and Loyalty Programs: Trained crew members on upselling techniques and McDonald's promotional campaigns, boosting sales and customer engagement.
• Managed High-Volume Periods Efficiently: During peak hours (breakfast rush, lunch hour, late-night shifts), effectively coordinated the team to ensure smooth operation, focusing on speed and order accuracy.
• Optimized Workflow: Collaborated with the kitchen staff and front counter to streamline processes, reducing wait times and increasing throughput without compromising quality or customer service.
• Handled Multiple Tasks Simultaneously: Juggled responsibilities such as training new hires, managing customer orders, and maintaining store cleanliness, all while adapting to the fast-paced nature of the restaurant environment.
• Ensured Cleanliness and Food Safety Compliance: Regularly monitored the work environment, ensuring cleanliness and compliance with health and safety standards. Conducted food safety checks and maintained inventory to ensure all items were properly stocked and within expiration.
• Problem-Solving & Troubleshooting: Addressed issues with equipment, staffing, or customer complaints in a proactive manner, ensuring minimal disruption to restaurant operations.
• Maintained Store Standards: Supported daily operational procedures, ensuring that the store adhered to McDonald's quality and operational guidelines for both front-end and back-end functions.
• Effective Communication with Management: Regularly communicated with store managers regarding shift reports, customer feedback, and team performance, ensuring continuous improvement.
• Fostering Positive Team Dynamics: Encouraged open communication among crew members to promote a cooperative, efficient work environment. Regularly attend team meetings to address challenges and celebrate successes.