Bianca Mascena
Framingham,MA
Summary
Dynamic and results-driven professional with extensive experience at Tavern in the Square and Starbucks. Proven expertise in upselling strategies and exceptional communication, consistently enhancing customer satisfaction. Recognized for training new employees and fostering a collaborative team environment, leading to increased repeat business and operational efficiency.
Overview
6
6
years of professional experience
Work History
Server, Trainer, Bartender
Tavern in the Square
Framingham, MA
09.2023 - Current
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Addressed customer concerns promptly and professionally, resolving issues and preventing negative reviews or feedback.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Developed strong relationships with regular customers, encouraging repeat business and loyalty to the establishment.
- Ensured accurate order taking and input into POS systems, reducing errors in food preparation and billing processes.
- Actively participated in team meetings to discuss strategies for increasing efficiency and improving customer experiences.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
- Collaborated with kitchen staff to ensure timely delivery of meals, maintaining a high level of guest satisfaction.
- Assisted in new server onboarding and orientation to cultivate seamless transitions.
- Implemented upselling techniques, boosting overall revenue for the restaurant.
- Conducted pre-shift meetings to review daily specials, menu changes, or operational updates with serving staff prior to opening hours.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
Sales Representative, Stock
Abercrombie & Fitch
Natick, MA
09.2022 - 01.2024
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Enhanced customer satisfaction by providing comprehensive product demonstrations.
- Led training sessions for new sales representatives, enhancing team expertise and performance.
Barista, Shift Manager
Starbucks
Natick, MA
04.2020 - 12.2022
- Fostered a positive work environment through team building exercises and clear communication.
- Improved beverage consistency across shifts by implementing standardized recipes and techniques for all baristas.
- Provided outstanding customer service, addressing concerns promptly and professionally to maintain brand reputation.
- Maintained equipment functionality by scheduling regular maintenance checks and repairs as necessary, minimizing downtime due to malfunctions.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Enhanced customer satisfaction by providing high-quality beverages and efficient service.
- Trained new employees in company policies, barista techniques, and customer service skills for consistent performance across all staff members.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Created new training guidelines, and provided staff orientation and training.
- Collaborated with other shift managers to identify areas of improvement in store operations, implementing changes as needed for optimal results.
- Handled cash transactions accurately and efficiently, ensuring proper accounting procedures were followed at all times.
- Increased repeat business by establishing strong relationships with customers through friendly interactions and personalized service.
- Memorized ingredients and recipes for wide variety specialty drinks.
- Reduced inaccuracies by carefully counting cash and keeping meticulous records of transactions.
- Oversaw food preparation and monitored safety protocols.
Barista
Lifetime Cafe
Framingham, MA
09.2019 - 01.2020
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
Education
High School Diploma -
Framingham High School
Framingham, MA05.2021
Skills
- Effective time management
- Menu memorization
- Safe food handling
- Order accuracy
- Upselling strategies
- Team member training
- POS system proficiency
- Cash handling
- Server etiquette
- Tableside service
- Bar terminology
- Wine service
- Exceptional communication
- Restaurant operations
- Quality control
- Food and beverage pairings
- Training expertise
- New employee mentoring
- Allergy awareness
- Sanitation standards
- Food quality standards
- Food running skills
- Service prioritization
- Daily specials memorization
- Item promotion
- Effective customer upselling
- Point of sale (POS) system operations
- Strong leadership
- Relationship building
- Attention to detail
- Critical thinking
- Decision-making
Languages
English
Full Professional
Portuguese
Native or Bilingual
Spanish
Elementary
Timeline
Server, Trainer, Bartender
Tavern in the Square
09.2023 - Current
Sales Representative, Stock
Abercrombie & Fitch
09.2022 - 01.2024
Barista, Shift Manager
Starbucks
04.2020 - 12.2022
Barista
Lifetime Cafe
09.2019 - 01.2020
High School Diploma -
Framingham High School