Caleb Cress
Celina,TX
Summary
Dynamic customer service professional with over ten years of experience in sales and customer relations. Proven ability to lead teams, enhance operational efficiency, and foster strong customer relationships. Committed to excellence, adaptability, and teaching others while achieving business goals.
Overview
8
8
years of professional experience
Work History
General Manager
Summer Moon Coffee
08.2022 - Current
- Oversee store operations, leading a team of 10-15 baristas to achieve sales goals
- Manage inventory, place orders, and coordinate events to meet daily business needs
- Establish quarterly goals focusing on sales, turnover, profit, and customer satisfaction scores
- Head of all interviews and hiring for every employee
- Conduct monthly team meetings to discuss performance, growth areas, and strengths
- Monitor weekly and monthly KPIs to drive continuous improvement
- Engage in growth and culture training to enhance team performance
- Expert in Restaurant 365, Basecamp, Operandio, Greenhouse and many others
Customer Experience Agent
Huckberry
11.2020 - 08.2022
- Delivered exceptional customer service via phone, chat, and email, consistently exceeding performance metrics
- Worked on Mac and used Zendesk, Google Suite and a variety of systems daily
- Assisted customers with returns, product inquiries, and issue resolution
- Collaborated on cross-department projects and developed training materials
- Initiated and managed a weekly newsletter for the Customer Experience department
Customer Care Claims Associate
Liberty Mutual
08.2019 - 08.2020
- Provided efficient service to customers regarding personal insurance claims, maintaining high satisfaction levels
- Managed the initial capture and processing of auto claims, ensuring accuracy and timely updates
- Developed a strong understanding of policies and provided guidance to customers based on their needs
- Received Property and Casualty license shortly after starting
Server
Eight11 Wine Bar
03.2019 - 08.2019
- Delivered outstanding customer service while effectively communicating with guests and staff
- Handled customer inquiries and complaints, maintaining a positive and energetic demeanor
- Promoted high-value menu items to enhance customer experience
Shift Lead / Barista
Summer Moon Coffee Shop
01.2017 - 03.2019
- Promoted from barista to shift lead for demonstrating exceptional performance and leadership
- Managed opening and closing shifts, ensuring safety and cleanliness standards
- Coordinated off-site customer events and provided top-notch service
- P&L Management
Education
Associate of Arts -
Collin College
Frisco, Tx12.2020
Skills
- Strong communication and interpersonal skills
- Team leadership and management
- Customer relationship management
- Sales strategies and performance tracking
- Adaptability and flexibility in scheduling
- Proficient in various customer service platforms such as Zendesk, Google Suite, Mac/Windows, Basecamp, Slack and more
- Training and development expertise
- Daily P&L management
References
- Jessica Lewis, 214-704-8078
- Sarah Phillips, 214-901-1904
Timeline
General Manager
Summer Moon Coffee
08.2022 - Current
Customer Experience Agent
Huckberry
11.2020 - 08.2022
Customer Care Claims Associate
Liberty Mutual
08.2019 - 08.2020
Server
Eight11 Wine Bar
03.2019 - 08.2019
Shift Lead / Barista
Summer Moon Coffee Shop
01.2017 - 03.2019
Associate of Arts -
Collin College
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