Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Verbal and Written Communication
Upselling Products and Services
Courteous with Strong Service Mindset
Customer Retention Strategies
Building Customer Trust and Loyalty
Multitasking and Prioritization
Understanding Customer Needs
Order and Refund Processing
Inventory Management
Work History
03/2022 to Current
Starbucks Cafe ManagerBluestone Lane – Cambridge, MA,
Trained cafe employees to consistently exceed customers' expectations and provide superior service.
Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
Kept cafe in full compliance with health code standards and achieved consistent scores above A.
Grew cafe sales by effectively marketing business and improving customer relations strategies.
Handled money, balanced tills, processed credit card payment and prepared bank deposits.
08/2021 to 02/2022
Master Barista Fedex – Northampton, PA,
Repaired minor issues and maintained espresso equipment and coffee machines for smooth functioning.
Recommended products based on solid understanding of individual customer needs and preferences.
Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
Cleaned counters, machines, utensils and seating areas daily.
Explained beverage preparation and offered samples to help customers choose ideal items.
Controlled line and crowd with quick, efficient service.
Complied with standards for merchandising, stocking and storing product.
11/2015 to 08/2021
Coffee Bar ManagerFedex – Oak Park, MI,
Secure daily cash by verifying totals and making nightly deposits.
Train new employees to consistently exceed customers' expectations and provide superior service..
Handle problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Train new employees on proper protocols and customer service standards.
Keep coffee bar in full compliance with health code standards and achieved consistent scores above 90
Brew and served coffee, tea and other non-alcoholic drinks according to company standards.
Maintain cleanliness and sanitation of customer-facing work area and dining room space to meet governmental and organizational safety and health guidelines.
Cross-sale pastries and sandwiches with coffee orders, boosting customer purchases.
Prepare and stock baked goods, sandwiches, wraps and light snacks to compliment beverage choices.
Recommends products based on solid understanding of individual customer needs and preferences.
Keeps product inventory stocked during times of customer congestion and high demand.
Clean counters, machines, utensils and seating areas daily.
Maintain regular and consistent attendance and punctuality.
02/2013 to 11/2015
Assistant Manager Arbor Company – Chantilly, VA,
Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Increased sales revenues by promoting complementary products and educating customers about store promotions.
Helped with planning schedules and delegating assignments to meet coverage and service demands.
Made and served brand-specific café beverages per day with speed, quality and consistency.
Maintained espresso equipment and performed minor repairs to keep coffee machines functioning properly.
Educated staff by sharing knowledge and expertise of coffees, teas and merchandise.
Sanitized equipment and wiped down counters and tables to prevent spread of germs.
Quickly and accurately counted drawers at start and end of each shift.
Used POS system to enter orders, process payments and issue receipts.
Trained over 50 employees.
02/2007 to 02/2012
Shift SupervisorCompany Name – City, State,
Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Rotated merchandise and displays to feature new products and promotions.
Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
Processed payments for credit and debit cards and returned proper change for cash transactions.
Performed investigations on market flows to identify seasonal trends and forecast consumer needs.
Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
Provided weekly work schedules to employees to accommodate business demands and vacation requests.
Maintained positive customer relationships by responding quickly to customer service inquiries.
Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Inventory counts to verify stock levels, address discrepancies and forecast future needs.
Mentored 50 member sales team in applying effective sales techniques and delivering top-notch customer service.
Education
Expected in 05/2006
Bachelor of Arts: Media And Communications SUNY College At Old Westbury - Old Westbury, NY GPA:
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