Service And Engagement Team Lead resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

After twelve years in retail, I am ready to start fresh in a new field. Knowledgeable and dedicated customer service professional with extensive experience in retail 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.

  • Data Entry and Maintenance
  • Issue and Complaint Resolution
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
Work History
Service and Engagement Team Lead, 03/2017 to Current
Main Line Health, Inc.Wynnewood, PA,
  • Lead a team of and Front of Store Attendants to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery.
  • Execute daily/weekly workload to deliver on store sales goals while engaging guests.
  • Lead and follow-up on training completion, checking for education opportunities to drive proficiencies for all front of store experiences.
  • Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas.
  • Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends.
  • Assess the front of store and anticipate and/or react to any scheduling needs based on fluctuations in guest traffic and sales.
  • Teach team to promote all services (Including Target Red Card and Wallet).
  • Stay up to date on upcoming major promotions, brand launches and events.
  • Reliable and available when needed.
  • Close knowledge and skill gaps through training and experiences.
  • Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams.
  • Expect and enable team members to deliver orders efficiently and accurately to digital guests.
  • Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment.
  • Making sure that all cash is counted and present.
  • Address store needs (emergency, regulatory visits, etc.).
Team Lead-Starbucks , 07/2015 to 03/2017
TargetCity, STATE,
  • Understand sales goals, plan and execute daily/weekly workload.
  • Deliver on department and store sales goals and guest engagement.
  • Including planning food service transitions, revisions, sales plans, sampling, promotions and price change workload.
  • Model guest service standards: delivering a fresh and full area during all opening hours and share product knowledge with the guest.
  • Assess back of house, production areas, dining spaces and merchandising spaces to ensure food safety and proper inventory levels.
  • Walk Food & Beverage Standards and routines daily to assess priorities and to identify business gaps for follow-up.
  • Ensure proper execution on all food safety standards and cleaning routines.
  • Validate and follow-up on experts' progress against department checklists and routines.
  • Lead your team to uphold and maintain all Starbucks and Pizza Hut Brand Standards and production specifications (where applicable).
  • Foster a productive relationship with your Starbucks District Manager, attend required in-store planning and business meetings and follow-up on key takeaways.
  • Follow proper perishable inventory management procedures to ensure an accurate recording of inventory.
  • Expect and enable experts to stay up to date on relevant trends and products.
  • Evaluate and recommend candidates for open positions and develop a guest-centric team.
  • Lead team onboarding and learning and close knowledge and skill gaps through training and experiences.
  • Demonstrate a culture of ethical conduct, safety and compliance; Lead team to work in the same way and hold others accountable to this commitment.
  • Making sure that the money is accounted for.
  • Recommended products based on solid understanding of individual customer needs and preferences.
Food Service Assistant, 01/2014 to 07/2015
TargetCity, STATE,
  • Follow proper perishables inventory procedures to ensure an accurate recording of inventory.
  • Contact an LOD to handle team member performance or scheduling issues.
  • Ensure up and ready times are met and recommended production quantities are being followed every day.
  • Partner with the consumables and back room team members to ensure consumable and vendor items are stock all day, every day.
  • Follow all brand standards for Starbucks and Pizza Hut.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
Cashier and Starbucks Team Member, 10/2008 to 07/2015
TargetCity, STATE,
  • Contribute to a respectful fast, fun and friendly atmosphere for all team members by placing importance on every day moments with the team.
  • Support a safe and secure culture focused on incident and injury prevention.
  • Work safely to prevent team member and guest incidents.
  • Available to welcome and train new team members.
  • Understand that amazing moments' drive profitability.
  • Make it right for the guest to drive guest loyalty.
  • Place importance on each guest interaction.
  • Create successful moments for guests and contribute to a welcoming and friendly atmosphere.
  • Pursued learning opportunities to advance knowledge and take on leadership position.
: , Expected in
SUNY OLD - Westbury,
Pre-physician assistant
Associate: Biology / Psychology, Expected in
Hofstra University - ,
: , Expected in
Nassau Community College - ,
Certification As A Certified Personal Trainer : Personal Training And Resistance Training , Expected in 04/2021
Academy of Applied Personal Training Education - East Meadow, NY,

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Resume Overview

School Attended

  • Hofstra University
  • Nassau Community College
  • Academy of Applied Personal Training Education

Job Titles Held:

  • Service and Engagement Team Lead
  • Team Lead-Starbucks
  • Food Service Assistant
  • Cashier and Starbucks Team Member


  • Associate
  • Certification As A Certified Personal Trainer

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