Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Laura Tran

Barrie

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

16
16
years of professional experience

Work History

General Manager

Swiss Chalet
06.2023 - Current
  • Developed and implemented strategies to increase sales and profitability.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.

Customer Service Representative

HGS Canada
11.2020 - 06.2023
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Cross-trained and provided backup support for organizational leadership.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Customer Service Manager

Harvey’s/Swiss Chalet
01.2008 - 06.2020
  • Took ownership of customer issues and followed problems through to resolution.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Created and reviewed invoices to confirm accuracy.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
  • Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Implemented effective inventory control systems to reduce food spoilage and waste.
  • Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
  • Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
  • Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
  • Tracked food production levels, meal counts, and supply costs.
  • Purchased food and cultivated strong vendor relationships.
  • Managed staff schedules and maintained adequate coverage for all shifts.
  • Controlled labor hours and inventory costs through hands-on management and proactive changes.

Education

High School Diploma -

Emily Carr Secondary School
Woodbridge, ON
06.2008

Skills

  • Staff Training
  • Stocking and Replenishing
  • Credit Card Payment Processing
  • Microsoft Word
  • Customer Relations
  • Active Listening
  • Microsoft Excel
  • Order Fulfillment
  • Sales Expertise
  • Staff Leadership
  • Safe Work Practices
  • Hiring Procedures
  • Sales Planning
  • Cost Control
  • Customer Service
  • Quality Control
  • Suggestive Selling
  • Staff Supervision
  • Waste Reduction
  • Portion Standards
  • Purchasing

Accomplishments

  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Organized and ran a successful school order program bringing in $10,000 a month in revenue
  • Smart serve
  • Safe food handiling

Timeline

General Manager

Swiss Chalet
06.2023 - Current

Customer Service Representative

HGS Canada
11.2020 - 06.2023

Customer Service Manager

Harvey’s/Swiss Chalet
01.2008 - 06.2020

High School Diploma -

Emily Carr Secondary School

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