Amanda Cheseborough

• Played a key role in the successful launch of a new dispensary by developing comprehensive Standard Operating Procedures (SOPs) to ensure operational efficiency and compliance.
• Led the hiring process for the inaugural team, including recruitment, interviews, and onboarding.
• Designed and delivered training programs focused on product knowledge, compliance, and customer service excellence.
• Established and curated vendor relationships, negotiated product orders, and built a diverse, high-quality product menu.
• Collaborated on store layout and design to enhance customer experience and align with brand identity.

• Leveraged Treez and Happy Cabbage to analyze product performance and optimize inventory spend, ensuring balanced allocation of purchasing budgets across top-performing SKUs.
• Increased daily revenue by over 40% by analyzing customer purchasing patterns and implementing targeted weekly promotions.
• Ensured full compliance with OCM safety and regulatory standards, maintaining a legally sound and secure retail environment.
• Maintained precise inventory records and conducted routine audits, reducing inventory discrepancies by 10%.
• Fostered a high-performing team environment by providing regular coaching on customer service, cannabis product knowledge, and collaboration. Utilized KayaPush to efficiently manage staff scheduling and ensure proper shift coverage.

Budtender

• Maintained strong product knowledge across a wide range of Cannabis products, in addition to completing my certificates on Cannabis Workforce Initiative to implement a better relationship with consumers in addition to increase sales
• Supported inventory management by tracking product movement and reporting low-stock or high demand items

• Led and managed a team of customer support representatives, who maintained a call volume average of 65+ inbound/outbound interactions daily with small business owners during the height of the COVID-19 Economic Injury Disaster program, ultimately leading to a staggering 5,483,990+ calls handled since the launch of the COVID-19 EIDL Contact Center in 2020.
• Collaborated with 2 departments daily, utilizing multiple systems through Genesys Cloud CX, Amazon Web Services, and STARS III platform to execute daily tasks of answering calls, recording notes, and bookmarking trends seen within interactions with borrowers.
• Surpassed quarterly team goals by having an average answer rate of 98% vs 95% expectation, call hold time average at 02:45 secs vs 3 min expectation, and 0-1 missed calls vs 2 missed calls expectation.
• Monitored and evaluated customer service performance metrics for each team member to provide coaching and development for overall customer satisfaction.

• Prepared daily Excel sheets for the technician department containing 14+ clients' information, ensuring communication on service requirements, which resulted in an increase in client satisfaction by 40%.
• Maintained and developed healthy relationships with an average of 80+ clients weekly by processing paperwork containing track records of sales, appointments, recalls, rentals, and leases.
• Utilized time management and keen attention to keep 100% accuracy of all processed paperwork for both Volvo and Land Rover dealerships.

• Played a key role in the successful launch of a new dispensary by developing comprehensive Standard Operating Procedures (SOPs) to ensure operational efficiency and compliance.
• Led the hiring process for the inaugural team, including recruitment, interviews, and onboarding.
• Designed and delivered training programs focused on product knowledge, compliance, and customer service excellence.
• Established and curated vendor relationships, negotiated product orders, and built a diverse, high-quality product menu.
• Collaborated on store layout and design to enhance customer experience and align with brand identity.