● Lead a team of dedicated baristas to achieve operational goals and objectives ● Maintain a calm demeanor during periods of high volume or unusual events to keep store operating to standard, setting a positive example for the team ● Provide exceptional customer service to ensure satisfaction and loyalty ● Implement strategic and financial tactics to increase monthly sales. ● Create new business measures, guidelines and strategies ● Provide feedback, training, and other team development exercises

● Maintain high standards around quality, service and cleanliness ● Ensure health & safety protocols are being met daily ● Fulfill custom orders and meet production goals daily ● Manage inventory levels to optimize stock availability and minimize shortages ● Seek expert level advice from supervisors when appropriate ● Willingly assist in areas that are short staffed to satisfy customer demands

● Managed approximately 75 incoming calls daily as a primary support person for the customer and internal partners ● Educated customers and resolve moderate to complex inquiries or issues for a variety of financial products and services ● Excelled in tasks such as answering inquiries, resolving problems, pipeline management, and providing an amazing customer experience while adhering to work guidelines, policies, and regulations ● Navigated various data systems to research customer needs and offer solutions, all while communicating effectively and accurately when delivering information. ● Advocated for customers when business practices were processed incorrectly, resulting in an increase of the customer’s experience ● Expanded my knowledge of business practices and policies to improve the first-call resolution rate by 30%

● Processed, verified, and reconciled inbound and outbound currency transactions ● Completed data entry for all currency transactions ● Prepared and tracked outbound currency orders and replenishments

● Analyzed daily FOH & BOH operations and cross-trained ten employees to build positive relationships, reducing staff turnover by 11% ● Managed & scheduled employees amongst two facilities ● Executed new project rollouts based on the franchise’s standards and observed sales trends in product purchases ● Reduced food costs by 15% by ordering biweekly through Sysco’s, Coca-Cola’s & CoreMark’s ordering systems ● Delegated and launched a startup project to better aid staff and customers with food options on campus ● Consulted with employees to discuss a progressive discipline system to improve employee conduct

● Oversaw and participated in day-to-day activities in the kitchen baking and dining area ● Assisted in planning catering event menus for 300+ clients and communicated feedback about events ● Conducted daily safety briefs with employees ● Ordered, counted, and input inventory on a regular basis