Brandi Thompson
OSHKOSH
Summary
Experienced shift leader with a strong background in customer service, staff development, and problem-solving across high-volume café and restaurant settings. Skilled in coaching teams, resolving customer concerns quickly, and supporting consistent service standards. Proven ability to manage inventory, cash handling, and daily operations while keeping work organized and efficient.
Overview
12
12
years of professional experience
Work History
Shift Supervisor
Starbucks
Oshkosh, WI
05.2017 - Current
- Supervised store floor, coordinated partner deployment, and maintained customer service standards during peak periods.
- Trained new partners on beverage recipes, register procedures, and Starbucks operational routines.
- Monitored inventory levels, restocked supplies, and supported food safety and sanitation compliance.
- Resolved customer concerns promptly, preserving service quality and reinforcing positive café experiences.
- Executed cash handling, drawer reconciliation, and opening and closing procedures accurately.
- Coached partners on workflow execution, improving consistency across beverage and food preparation tasks.
- Enforced store policies, safety practices, and quality standards throughout daily operations.
- Adapted staffing assignments to changing demand, maintaining efficient service and team productivity.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Served as a liaison between employees and upper management effectively facilitating communication that bridged any existing gaps.
- Resolved conflicts among team members diplomatically, promoting a harmonious work atmosphere conducive to collaboration.
- Implemented training programs for new hires, ensuring seamless integration into the team and faster productivity contributions.
- Continuously improved workplace processes and procedures, identifying areas for optimization and leading initiatives to implement necessary changes.
- Increased sales performance through effective upselling techniques and staff training initiatives.
- Collaborated with management to develop strategies for boosting overall store performance, leading to higher profit margins.
- Completed cash and credit card transactions accurately using POS software.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Walked through the department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Trained newly hired sales team in upselling techniques.
- Developed and nurtured lasting relationships with customers through dedicated assistance, issue resolution and active listening.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
Bartender
Peabody's
Oshkosh, WI
06.2021 - 03.2022
- Managed high-volume drink service while maintaining speed, accuracy, and guest satisfaction.
- Monitored bar inventory and restocked liquor, mixers, garnishes, and glassware throughout shifts.
- Processed payments accurately using POS systems and balanced cash drawers at close.
- Followed responsible alcohol service procedures and verified guest identification consistently.
- Built strong guest relationships by remembering preferences and delivering attentive service.
- 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, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Educated customers on drink options, making personalized recommendations based on preferences or dietary restrictions.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Proactively addressed potential conflicts or disturbances among patrons, maintaining a safe atmosphere for all guests.
- Improved team morale and efficiency, leading by example and offering support during peak hours.
- Handled cash and card transactions accurately, reducing discrepancies and balancing till at end of each shift.
- Enhanced customer experience with engaging conversations and personalized drink recommendations.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
- Fostered culture of teamwork, collaborating with colleagues to ensure smooth operation during high-traffic periods.
- Resolved customer complaints with empathy and professionalism, turning potentially negative experiences into positive ones.
- Increased repeat customer numbers, creating welcoming atmosphere and remembering regulars' favorite drinks.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
Shift Manager
Jimmy Johns
Oshkosh, WI
06.2014 - 04.2017
- Supervised shift operations, assigning tasks and maintaining fast, accurate sandwich production.
- Monitored order accuracy, resolving customer concerns and supporting consistent guest satisfaction.
- Resolved workflow issues quickly, keeping team productivity steady during high-volume shifts.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on tasks to meet business and customer needs.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Led by example, demonstrating strong work ethic and commitment to excellence, inspiring staff to achieve their best.
- Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
- Monitored and analyzed sales data to identify trends and adjust strategies accordingly, staying ahead of market demands.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement efficiency-enhancing measures.
- Maximized profitability by monitoring labor costs closely, optimizing staff deployment based on expected customer traffic patterns.
- Provided ongoing coaching to team members to drive continuous improvement in their performance levels consistently over time.
- Ensured strict adherence to safety guidelines, reducing workplace accidents and incidents significantly over time.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Exercised composure under pressure and in escalated customer service scenarios.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Collaborated with other Shift Managers to maintain consistency in policy enforcement across all shifts, fostering a cohesive workplace culture.
- Trained team members on Jimmy John's standards, food safety, and service procedures.
- Managed opening and closing duties, including cash handling, cleanliness, and readiness checks.
Education
Bachelor of Business - Marketing
Arizona State University
Tempe, AZ06.2028
High School Diploma -
Oshkosh West High School
Oshkosh06.2016
Skills
- Customer service
- Cash handling
- Problem-solving
- Team collaboration and leadership
- Staff development
- Policy enforcement
- Operational efficiency
- Inventory management
Timeline
Bartender
Peabody's
06.2021 - 03.2022
Shift Supervisor
Starbucks
05.2017 - Current
Shift Manager
Jimmy Johns
06.2014 - 04.2017
Bachelor of Business - Marketing
Arizona State University
High School Diploma -
Oshkosh West High School