Bianca Gerard
Santa Barbara,CA
Summary
Personable and dedicated employee with over 10 years of work experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success through disciplined work ethic and attention to detail. Proficient in providing excellent customer service, hospitality, and working well with others.
Overview
1
1
Language
11
11
years of professional experience
Work History
Manager
Lighthouse Coffee
Santa Barbara, CA
01.2023 - Current
- Managed daily shift dynamics to enhance guest satisfaction and retention while ensuring smooth store operations.
- Trained new staff in hospitality care and active listening to improve customer service standards.
- Handled guest inquiries and prepared orders while balancing the register daily for accurate end-of-day financials.
Server
Kitchen Door
Napa, CA
01.2023 - 01.2024
- Tailored service to meet varying guest needs through active listening and hospitality care.
- Coordinated tableside service and POS order entry to ensure synchronization between kitchen and floor staff.
- Supported peak business operations seasonally to enhance service capacity.
Server
L'Antica Pizzeria Da Michele
Santa Barbara, CA
01.2023 - 12.2023
- Maintained active communication with fellow servers and practiced active listening with patrons to resolve concerns during peak rush hours.
- Drove guest satisfaction & retention by managing table seating flow and expediting large group orders efficiently.
Server
Azzurro Pizzeria e Enoteca
Napa, CA
01.2021 - 01.2022
- Delivered attentive service to patrons while efficiently processing POS transactions during peak meal periods.
- Executed end-of-day register balancing and cash totals to maintain monetary accuracy.
Server
Southside Cafe
Napa, CA
01.2016 - 01.2021
- Built guest satisfaction & retention through attentive, personalized hospitality care for regular patrons.
- Executed nightly store closing procedures, including cash counting and shift performance logging.
Shift Lead / Server
Even Stevens Sandwiches
Salt Lake City, UT
01.2018 - 01.2019
- Acted as the primary point of contact for guest de-escalation and provided daily team support.
- Mentored new hires in company expectations, active listening techniques, and customer service skills.
- Completed till counts and daily closing reports to maintain operational accountability.
Customer Service Agent
Discover Financial Services
Salt Lake City, UT
01.2018 - 12.2018
- Utilized active listening and hospitality care to resolve customer inquiries related to fraud, disputes, account changes, and maintenance during high-volume calls.
- Applied de-escalation strategies to address complex caller concerns, enhancing client retention.
- Assisted customers with account inquiries and transaction issues.
- Resolved customer complaints through effective communication and problem-solving skills.
- Educated customers on products and services available at Discover Financial Services.
Education
Bachelor of Arts (B.A.) - Sociology
University of California, Santa Barbara (UCSB)
Santa Barbara, CA06-2024
Skills
- Interpersonal & Customer Service
- Leadership & Teamwork
- Operations & Systems
- Quick Learner & Detail-Oriented
Languages
Spanish
Native/ Bilingual
Timeline
Manager
Lighthouse Coffee
01.2023 - Current
Server
Kitchen Door
01.2023 - 01.2024
Server
L'Antica Pizzeria Da Michele
01.2023 - 12.2023
Server
Azzurro Pizzeria e Enoteca
01.2021 - 01.2022
Shift Lead / Server
Even Stevens Sandwiches
01.2018 - 01.2019
Customer Service Agent
Discover Financial Services
01.2018 - 12.2018
Server
Southside Cafe
01.2016 - 01.2021
Bachelor of Arts (B.A.) - Sociology
University of California, Santa Barbara (UCSB)