Successfully led a team of up to 12 agents to improve metrics and customer serviceskills by providing data-backed coaching from Tableau, Zendesk, and Zopim.● Interviewed and participated in the hiring process for several rounds of hiring newspecialists● Recent leadership success includes 6 successful promotion offers to members of myteam, assisting team members with skill development, resume review and rounds ofmock interviews to prepare.● Helped organize and set up… Show more Successfully led a team of up to 12 agents to improve metrics and customer serviceskills by providing data-backed coaching from Tableau, Zendesk, and Zopim.● Interviewed and participated in the hiring process for several rounds of hiring newspecialists● Recent leadership success includes 6 successful promotion offers to members of myteam, assisting team members with skill development, resume review and rounds ofmock interviews to prepare.● Helped organize and set up a new team, Innovation Lab, including a wiki space, QAstandards, and projects so agents can participate in testing and creating new policyand procedure suggestions to benefit the entire Care Organization.● Maintained and improved a chat tracker to measure agent performance in Zopim forCorporate Care.● Provided data analysis from collected form responses of our agents working initiativesfor Innovation Lab.● Wrote and/or edited a significant portion of the Wiki during multiple transitions of workscope, and continued to be a consistent source of improvements for processes.● Maintain professional relationships with other department stakeholders, from QualityAssurance, Client Relations, Product, Restaurant Account Advisors, MOps,Communication Coordinators, Training and Tech to ensure new processes align withthe different stakeholders and to maintain knowledge and understanding of ouralways moving company to support our specialists and business. Show less

Consistently able to handle a high volume of corporate client and restaurant contacts through e-mail, tickets, chat, delivery confirmation monitor as well as inbound and outbound calls.Resolved questions and achieved high customer satisfaction from corporate clients, internal teams and restaurants.

Helped in the opening of a new location, including hiring and training of multiple baristas.Developed workflow standards for excellent drive-thru operation.Created and trained staff in deep cleaning procedures.Oversaw scheduling for a staff of 12, and maintained proper ordering and stocking of the store.

Manage multiple situations simultaneously all while exceeding customer expectations.Ensure that any complaints are entertained in a positive manner with a view to keep patrons happy and ensure recurring business.Coach new team members on the extensive background for worldwide coffees, as well as the in-depth aspects for all Starbucks combination drinks.

In charge of full bar operations, including hiring and inventory management.Created, what is now considered mandatory, policies on the opening, during, and closing procedures for all bar employees.Built out an extensive menu dedicated to the value of drinks in association with the client base as well as adhering to the company's core values.During my tenure beverage sales increased 15%, and per person ticket average climbed 22%.