Andrea Palmer
Cupertino,CA
Summary
Dynamic operations leader dedicated to maximizing customer satisfaction and operational efficiency. Successfully developed and implemented innovative service strategies that significantly improved team performance and increased revenue while fostering strong client relationships.
Overview
24
24
years of professional experience
Work History
Customer Service Associate Team Leader
Whole Foods Market
Los Altos, USA
01.2019 - Current
- Supported daily operations of Customer Service team to ensure smooth workflow.
- Recruited and oriented new hires to integrate them into team effectively.
- Mentored and coached team members to improve customer service skills.
- Trained and developed team members.
- Delegating tasks and holding team members accountable.
- Implementing company standards and operational procedures.
- Maintained a safe environment for the team and customers.
Lead Concierge
Whole Foods Market
Los Altos, USA
01.2011 - 01.2019
- Developed a personalized corporate concierge service for local Silicon Valley businesses.
- Implemented strategic initiatives that strengthened revenue growth and improved market positioning.
- Cultivated strong relationships with clients through effective communication and understanding their needs.
- Provided support to clients and created vertical product improvements and implementation of best practices.
- Tailored specific menus to fit client needs and expectations.
- Developed standard operating procedures that streamlined execution of new program.
- Designed detailed blueprint for visionary concept and led successful execution.
- Hired and trained best team members to fit the vision of the program.
Supervisor / Trainer
Starbucks
Scottsdale, USA
01.2005 - 01.2007
- Supervised new team member training from onboarding to readiness, ensuring delivery of excellent customer experience.
- Coordinated talent acquisition and training initiatives to support employee retention.
- Implemented sales strategies and merchandising plans to improve store organization.
Resort Lead Concierge
Green Valley Ranch Resort
Las Vegas, USA
01.2003 - 01.2005
- Oversaw concierge team to ensure seamless daily operations and service delivery.
- Managed guest inquiries and requests with exceptional customer service skills.
- Coordinated guest transportation, tours, entertainment, and dining experiences to enhance guest satisfaction.
- Coordinated transportation arrangements for guests using local vendors and services.
- Managed business center and valet parking services to ensure seamless operations and exceptional guest service.
Education
Business Nutrition Management -
Global College of Natural Medicine
Bachelor of Performing Arts -
Doreen Bird College of Performing Arts
Conflict Resolution, Leadership Master Classes, Successful Organization Training
Starbucks / Whole Foods Market
Skills
- Customer Service Management
- Customer service strategy
- Service Improvement Initiatives
- Procedural development
- Performance Assessment
- Leading Team Members
- Mentoring
Accomplishments
- Recognized as a finalist 3 years in a row for Team Member of The Year.
- Improved program sales YOY by 15%.
- Built lasting relationships with some of the most respected Silicon Valley Businesses i.e Apple, WhatsApp, Quora, Google
- CDATL & CDTL Graduate
- Culture Champion Tier 2.
- Culture Ambassador
- Court Appointed Child Advocate for Foster Children
Timeline
Customer Service Associate Team Leader
Whole Foods Market
01.2019 - Current
Lead Concierge
Whole Foods Market
01.2011 - 01.2019
Supervisor / Trainer
Starbucks
01.2005 - 01.2007
Resort Lead Concierge
Green Valley Ranch Resort
01.2003 - 01.2005
Business Nutrition Management -
Global College of Natural Medicine
Bachelor of Performing Arts -
Doreen Bird College of Performing Arts
Conflict Resolution, Leadership Master Classes, Successful Organization Training
Starbucks / Whole Foods Market