Briana-Celeste Smith
Wheeling,IL
Summary
Approachable, engaging, energetic and highly reliable individual with 10+ years of quality customer service experience. Expertise in team leadership, genuine hospitality, and delivering top-tier service that consistently exceeds guest expectations. Recognized for outstanding multitasking abilities, anticipating, identifying and fulfilling guest needs, and ability to manage and effectively communicate with other team members seamlessly—with the ability to stay calm under pressure, and demonstrate problem -solving skills. Adept, and dedicated to professional and personal growth.
Overview
12
12
years of professional experience
Work History
E-Commerce Retail Specialist
CBGames & More
Chicago, IL
01.2019 - Current
- Developing strong product knowledge to provide accurate information and expert advice to customers.
- Building rapport with clientele through engaging conversations about their needs/preferences which ultimately leads to increased loyalty sales.
- Creating and optimizing item listings utilizing e-commerce platforms (such as eBay, Mercari and Posh Mark) to provide exceptional service and shopping experiences to retail customers.
- Delivering energetic responses to customers via email and telephone; handling returns and exchanges professionally, ensuring customer satisfaction remains a priority during these interactions.
- Wrapping, boxing and weighing items for shipment;
- Adept at troubleshooting issues to improve the functionality of e-commerce platforms.
Assistant Store Manager
GameStop
Multiple Locations
06.2018 - 11.2020
- Successfully helped to run/manage $1M storefront location through two successful holiday seasons.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance and personal quarterly goals.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
FOH Manager/Barista Manager
Dollop Coffee
Chicago, IL
10.2015 - 10.2017
- Full-time, enthusiastic team player turned front of house assistant manager. Assumed a variety of front of house and dining room tasks, including making accurate record of fridge temps; setting the pastry case, preparing coffee and teas; delivering and serving food and beverages; and performing various cleaning duties and side work.
- Additional responsibilities included setting up, decorating and serving breakfast and coffee/espresso drinks and maintaining clean dining and patio areas.
- Increased repeat business by creating personalized interactions with guests and recognizing loyal customers' preferences. Implemented new menu items in coordination with the chef, boosting overall sales revenue.
- Handled customer complaints effectively, resolving issues promptly to maintain brand reputation and garner positive reviews.
- Trained new hires and equipped them to perform tasks accurately, quickly, and efficiently. Elevated team performance with regular training sessions, addressing areas of improvement and promoting best practices.
- Logged food waste to assist back of house; Improved front of house inventory accuracy by 15% over six months through inventory forecasting and stock optimization. Added attention to detail during holidays/busy periods.
- Routinely maintained/processed large bank deposits accurately twice per week, with an almost 100% accuracy rate.
Assistant Manager
Andy's Frozen Custard
Evanston, IL
12.2014 - 10.2015
- Supervised day-to-day operations to meet performance, quality and service expectations, serving customers quickly (with an average 35-45 second wait time per customer) and efficiently in a high volume environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Oversaw weekly/monthly/quarterly cleanings of the store and quarterly store reviews and inspections; Serv Safe certified.
- Worked large events such as the Microsoft Ignite Celebration (Microsoft's first large event in Chicago) at McCormick Place May 7, 2015, which had 23,000+ attendees.
Assistant Manager
Bagel Art Cafe
Evanston, IL
02.2013 - 09.2014
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Provided friendly and attentive service to ensure guests felt well taken care of to build their intent to return; Accurately recorded food orders ensuring each guest received their orders to their exact specifications.
- Performed back of house functions, including but not limited to food prep, seeding and baking bagels and baked goods, and weekly/monthly cleaning checklists. ServSafe certified.
- Completed regular inventory counts and coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
Education
High School Diploma -
Alan B. Shepard
Palos Heights, IL2009
Skills
- Customer Service
- Interpersonal Communication
- Leadership
- Problem Solving
- Active Listening
- Emotional Intelligence
- Time Management
- Multitasking
- Cash handling & POS system proficiency
- Currently renewing ServSafe and Illinois BASSET certifications
Hobbies & Interests
- Reading: Always seeking to learn new skills, I enjoy reading how-to's and instructionals in my free time.
- Painting: Enthusiastic painter focused on landscapes, watercolours and abstract art. I have taken a few art classes and am currently enrolled in an online painting workshop.
- Volunteering: Personal to me, and allows me to connect with others to spread kindness. I have volunteered more than 300 hours across multiple organizations.
Timeline
E-Commerce Retail Specialist
CBGames & More
01.2019 - Current
Assistant Store Manager
GameStop
06.2018 - 11.2020
FOH Manager/Barista Manager
Dollop Coffee
10.2015 - 10.2017
Assistant Manager
Andy's Frozen Custard
12.2014 - 10.2015
Assistant Manager
Bagel Art Cafe
02.2013 - 09.2014
High School Diploma -
Alan B. Shepard