Lisa Guan
San Francisco,CA
Summary
Customer Success professional with 8 years of diverse experience and a Bachelor of Science in Business Administration specializing in Information Systems. Excelled in customer engagement, feedback analysis, and team training as Shift Lead at Blue Barn Gourmet. Proficient in data analysis, process optimization, and communication with certifications in Digital Product Management, Digital Marketing, and Microsoft Office. Highly adaptable and eager to apply skills to excel in Customer Success while continuing to learn and grow.
Overview
9
9
years of professional experience
Work History
Shift Lead
Blue Barn Gourmet
2018.11 - Current
- Acted as the primary point of contact for key customers, promptly addressing concerns and ensuring needs were met to enhance customer retention
- Integrated customer feedback into daily operations by collaborating with cross-functional teams and aligning with customer success principles
- Solicited and analyzed customer feedback, enhancing overall satisfaction and decreasing recurring complaints by 90%
- Developed and implemented a root cause analysis system to identify issues and implement effective solutions
- Enhanced customer satisfaction scores through training team members in effective communication techniques
- Contributed to continuous improvement by advocating for customer suggestions to the restaurant owners
- Facilitated comprehensive onboarding and training sessions for new team members, guaranteeing their understanding of company offerings and expertise in operating the POS system
- Cultivated and maintained partnerships with five local beverage distributors through in-person tastings and meetings
- Enhanced front-of-house efficiency, leading to a 10% boost in productivity and daily sales exceeding $10,000
- Achieved consistent compliance with health department regulations through coordination of thorough cleaning initiatives.
Supervisor
Barista, Starbucks Coffee Company
2015.06 - 2018.11
- Initiated proactive conversations with customers to obtain feedback on their experience and conveyed valuable insights to enhance service quality
- Demonstrated personalized service by memorizing and suggesting preferred orders to regular customers, fostering customer relationships and loyalty
- Reduced customer wait times and order delays by 25% through data analysis of holiday period sales data to optimize staffing
- Onboarded and mentored over 20 employees, ensuring their proficiency in beverage preparation, POS system navigation, and store procedures
- Implemented waste sorting system, reduced daily material waste by 50%, and trained 10 team members on updated procedures
- Effectively managed inventory of baked goods, paper goods, milk, and store supplies using Starbucks' Inventory Management
- System and manual checks
- Managed and supervised a team of 10 individuals, ensuring their understanding of assigned roles and performance benchmarks
- Evaluated processes and employee strengths to realign workflows with changing business demands.
Education
Bachelor of Science - Business Administration
San Francisco State University
San Francisco, CA05.2020
Skills
- Conflict Resolution
- Operations Management
- Team Leadership
- Staff Training and Development
- Customer Service Management
Accomplishments
- Digital Product Management | Coursera
- Fundamentals of Digital Marketing | Google Digital Garage
- Microsoft Office Specialist, Excel 2016 | Microsoft
- Microsoft Access 2016, Advanced | Microsoft
Timeline
Shift Lead
Blue Barn Gourmet
2018.11 - Current
Supervisor
Barista, Starbucks Coffee Company
2015.06 - 2018.11
Bachelor of Science - Business Administration
San Francisco State University
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