Yen Lau
Hong Kong
Summary
Dedicated Retail Manager with over 12 years of experience in managing high-volume retail operations across Hong Kong. Expertise in store management, team leadership, and customer service excellence, with a strong focus on operational efficiency and staff development. Skilled in inventory management, crisis resolution, and fostering positive customer experiences. Fluent in Cantonese, Putonghua, and English, with excellent communication and organizational abilities.
Overview
14
14
years of professional experience
Work History
Retail Manager
Theory
06.2023 - Current
- Oversee operations of 7 stores (6 full-price, 1 outlet), managing daily activities, high-volume customer service, and profit/loss performance.
- Supervise inventory processes, including stock counts and loss prevention strategies.
- Recruit, train, and coach 50+ employees, fostering a collaborative and efficient team environment.
- Ensure stores maintain clean, safe, and organized environments, enhancing customer experience.
- Implement operational strategies to meet company standards and improve store performance.
Store Manager
Theory
01.2016 - 05.2023
- Managed daily store operations, including staff scheduling, customer service, and operational compliance.
- Coordinated visual merchandising to optimize store presentation and customer engagement.
- Conducted employee evaluations and provided coaching to enhance performance and service quality.
- Ensured adherence to safety and operational standards, maintaining high audit compliance.
Concept Store Supervisor
AGNÈS B HK Limited
01.2011 - 01.2016
- Supervised a team of 10 staff, guiding them on inventory management and customer service protocols.
- Handled customer complaints efficiently, ensuring high satisfaction and loyalty.
- Managed store inventory and display setups to maintain an organized and appealing environment.
- Trained new hires on company policies and service standards, streamlining onboarding processes.
Education
Associate of Arts - Creative Communication
College of International Education, Hong Kong Baptist University
01.2011
Hong Kong Advanced Level Examination (HKALE) - Full Certificate
Yan Chai Hospital Lan Chi Pat Memorial Secondary School
01.2009
Hong Kong Certificate of Education Examination (HKCEE) - undefined
Tung Wah Group of Hospitals Lui Yun Choy Memorial College
01.2007
Skills
- Store Operations & Profit/Loss Management
- Team Leadership & Staff Training
- Inventory Management & Stock Control
- Customer Service & Conflict Resolution
- Operational Planning & Goal Setting
- Crisis Handling & Decision Making
Languages
Fluent in Cantonese, Putonghua; Proficient in English (Written & Spoken)
Extra-Curricular Activities
Chairman, Student Union, Yan Chai Hospital Lan Chi Pat Memorial Secondary School
Certifications And Achievements
- Top Sales Award, Theory, 2016
- Participated in Service & Courtesy Award, 2013
- Leadership Program, The Hong Kong Federation of Youth Groups, 2008
Technical Skills
Microsoft Office (Excel, PowerPoint), Email
Personal Information
Age: 35
Timeline
Retail Manager
Theory
06.2023 - Current
Store Manager
Theory
01.2016 - 05.2023
Concept Store Supervisor
AGNÈS B HK Limited
01.2011 - 01.2016
Associate of Arts - Creative Communication
College of International Education, Hong Kong Baptist University
Hong Kong Advanced Level Examination (HKALE) - Full Certificate
Yan Chai Hospital Lan Chi Pat Memorial Secondary School
Hong Kong Certificate of Education Examination (HKCEE) - undefined
Tung Wah Group of Hospitals Lui Yun Choy Memorial College
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