Casie Brown
Cranston,RI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Store Manager
Macy's
Boston, MA
07.2021 - Current
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Lead Barista
Macy's
Warwick, RI
09.2018 - 07.2021
- Learned every menu preparation and numerous off-label drinks to meet all customer needs.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Trained, scheduled and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
Barista Trainer
HMS Host International
Warwick, RI
08.2016 - 10.2020
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Handled cash and processed payments accurately to avoid errors.
- Learned new drinks and procedures first, and instructed all team members on how to properly complete each.
- Maintained supply levels in counter and customer areas to meet typical demands.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
- Upsold specialty items with beverages, increasing store sales.
- Cleaned counters, machines, utensils and seating areas daily.
Customer Service Representative
Metlife
Warwick, RI
09.2019 - 05.2020
- Responded to customer requests for products, services and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Conducted annual reviews of existing policies to update information.
Customer Service Sales Representative
Bank Of America
Lincoln, RI
08.2015 - 05.2017
- Delivered superior customer service to retain existing customers and attract future customers.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Assisted customers with setting up or closing accounts, completing credit applications and signing up for new services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Representative
Citibank
Hagerstown, MD
10.2014 - 07.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Supported customers with invoices, statements and other basic questions.
- Assisted with reconciliations and customer communications.
- Processed recurring automated payments and credit card payments.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Client Service Specialist
First Data
Hagerstown, MD
03.2012 - 10.2014
- Provided each client with exceptional level of service by responding quickly to issues and answering questions.
- Built long lasting relationships with clients by listening, offering insight and being valuable resource.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Introduced clients to available online resources and services to increase convenience.
- Escalated requests for service, acting as point of escalation for external and internal parties.
Front Desk Agent
Comfort Inn & Suites
Greencastle, PA
12.2011 - 04.2013
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees and payments.
- Managed customer transactions, prepared daily deposits, updated files, processed registrations and maintained public records.
- Kept accounts in balance and ran daily reports to verify totals.
- Planned coverage needs and organized services to support incoming special events.
Education
High School Diploma -
Hedgesville High School
Hedgesville, WV05.2005
Skills
- Hospitality and Professionalism
- Food Serving and Preparation
- Verbal and Written Communication
- Equipment Checks and Assessments
- Cash Handling
- Customer Service
- Detail-Oriented
- Organization and Prioritization
- Customer Retention
- Adaptable and Flexible
Timeline
Store Manager
Macy's
07.2021 - Current
Customer Service Representative
Metlife
09.2019 - 05.2020
Lead Barista
Macy's
09.2018 - 07.2021
Barista Trainer
HMS Host International
08.2016 - 10.2020
Customer Service Sales Representative
Bank Of America
08.2015 - 05.2017
Customer Service Representative
Citibank
10.2014 - 07.2015
Client Service Specialist
First Data
03.2012 - 10.2014
Front Desk Agent
Comfort Inn & Suites
12.2011 - 04.2013
High School Diploma -
Hedgesville High School