Howyin Mok

• Supervised day-to-day operations, ensuring optimal workflow efficiency.
• Fostered a positive work environment through open communication.
• Trained staff members for enhanced productivity.
• Ensured cleanliness of the cafe with regular checks and maintenance tasks.
• Oversaw food preparation, maintaining high quality standards.
• Handled customer complaints for improved satisfaction levels.
• Maintained inventory levels by diligent ordering of supplies.
• Coordinated daily operations to ensure smooth functioning.
• Implemented health and safety regulations to maintain a safe work environment.
• Enforced excellent customer service standards for floor staff, boosting customer satisfaction levels by 30%.
• Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
• Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
• Purchased required quantities of necessary restaurant items, including food, beverages, equipment and supplies.
• Interacted positively with customers, effectively promoting restaurant facilities and services.
• Strengthened operations during peak hours, reducing waiting times by 15 minutes per guest.

• Dealt with customer queries and complaints, ensuring high level of customer satisfaction.
• Handled cash transactions accurately, minimising discrepancies at the end of shift.
• Rotated perishable products regularly, avoiding wastage due to spoilage.
• Managed take-away orders efficiently, catering to the needs of busy customers.
• Implemented hygiene standards strictly whilst working on food preparation tasks.
• Delivered prompt service to customers, resulting in repeat business.
• Served high volumes of guests in fast-paced service environments with exceptional customer care.
• Ensured cleanliness of cafe premises by performing regular cleaning duties.
• Assisted in inventory management for optimal stock control.

For a creative event project management company, I supported Event Manager with a broad aspect of event planning and event management. My responsibilities included:

• Building, maintaining relationships and liaising with clients, suppliers, artists & artist management, estate developers, and city councils
• Responding to clients requests and inquiries
• Creating, monitoring and updating project timelines
• Coordinated travel bookings such as flights, accommodation and transport on behalf of staff members to minimise workload
• Raised purchase orders and ensured invoices were processed within agreed time
• Ensured timely delivery of materials and assets on event days, liaising with vendors and delivery personnel to ensure efficient setup

• Provided excellent customer experiences through attentive, efficient service, increasing repeat business.
• Built and nurtured customer loyalty by remembering personal preferences.
• Made and served high-volume beverages with speed, quality and consistency, thriving in fast-paced cafe environments.
• Up-sold additional sandwiches and snacks with drinks orders, increasing average transaction value.
• Ensured cafe areas were immaculately maintained, up-keeping exceptional cleanliness and hygiene standards.
• Prepared to-go options, including sandwiches and hot food.
• Prevented cross-contamination by wearing PPE and thoroughly washing hands, equipment and surfaces.
• Monitored inventory levels, notifying colleagues of items in low stock.
• Quality checked products to safeguard customer health and safety.
• Unpacked and stored deliveries within quickly and efficiently to avoid product spoilage.
• Promptly processed and dispatched takeaway and delivery orders to maintain quality.

1-day street festival of urban music and arts over 2 years.
Delegated and supervised a small team of 6 and together we saw over 5'000 attendees for year 1 and 9'000 attendees for year 2.
For the combined years we handled cash transactions for on-the-day ticket purchases for over 6'000 attendees.

Prior to the event live dates I created and built guest lists for different categories of attendees ie: personal, artists, press, VIPs and competition giveaways.

• Other duties I carried out during live dates:
  Meet and greet artists, press, VIPS, those on guest lists and ensure everyone was looked after throughout event
• Monitored cash drawers in 6 checkout stations and maintained adequate cash supply
• Oversaw collections of data ie emails of walk-up attendees
• Adding up number of attendees from each category and reporting back to Festival Director

• Maintained customer databases, processed inquiries and bookings
• Built quick rapport with customers, using effective communication and increased customer dwell time and spend increasing annual revenue by 30%
• Assisted with planning and implementation of a variety of event types including screenings of UEFA Euro 2012, NSPCC "Dance To Be Heard" and Rivington Street Festival, ensuring smooth operations through communication and diligence
• Assisted with processing all artists request to perform
• Raised and ensured all invoices to artists and artists management was paid in a timely manner
• Regularly updated company website weekly event listings

As well as carrying out my 2nd-year apprenticeship as Vehicle Technician my duties as Weekend Receptionist included:

• Being first point of contact for incoming customers and directing them to appropriate department and answering technical questions
• Delivered front-of-house duties in warm and professional manner.
• Answered, screened, and forwarded incoming phone calls within 3 rings using busy switchboard
• Resolved customer issues swiftly and efficiently in friendly, supportive manner.
• Kept reception area clean and neat to give visitors positive impression of company
• Managed bookings using Kerridge software to schedule, cancel and re-arranged appointments
• Sorted and distributed incoming post for 25 employees

• Trained for effective liaison between customers and internal departments
• Responded to customer requests, offering support and recommendations to address needs and booking vehicle into workshop using KMS booking system
• Resolved multiple issues from customers over phone daily
• Documented problems and corrective actions to maintain records
• Handled customer issues with confidence, and provided effective solutions
• Escalated incidents to next level to remain compliant with company's standards and procedures
• Informed customers of service requirements, completion times and service expenses to provide exemplary customer service and organised vehicle collection or loan car as and when required
• Prepared internal and customer invoices with technician's diagnosis and work carried out to explain to customers