Charlotte Luhia
San Antonio,TX
Summary
Dynamic Shift Leader at Dutch Bros with a proven track record in team leadership and customer service excellence. Skilled in cash handling and problem-solving, I enhanced customer satisfaction through effective conflict resolution and motivated teams to achieve operational goals. Committed to fostering a positive work environment and driving continuous improvement.
Overview
20
20
years of professional experience
Work History
Shift Leader
Dutch Bros
San Antonio, TX
08.2024 - 12.2025
- Supervised daily operations, ensuring efficient workflow and high-quality service delivery.
- Trained and mentored new team members on operational procedures and customer service standards.
- Implemented inventory management practices to optimize stock levels and reduce waste.
- Resolved customer issues promptly, enhancing overall satisfaction and loyalty.
- Led initiatives to promote a positive work environment, fostering teamwork and collaboration among staff.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Supported a culture of continuous improvement by identifying and addressing areas for potential growth, both individually and as a team.
- Monitored equipment maintenance schedules to ensure timely repairs, preventing downtime and loss of productivity.
- Enhanced team efficiency by leading shift changeovers, ensuring smooth operations without downtime.
Homemaker
Myself
San Antonio, TX
12.2015 - 08.2024
- Self-motivated, with a strong sense of personal responsibility.
- Homeschooled
- Obtaining training sources to create curriculum.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
Apparel Sales Associate
Academy Sports Outdoors
San Antonio, TX
11.2014 - 11.2015
- Assisted customers in selecting apparel based on individual needs and preferences.
- Maintained organized merchandise displays to enhance shopping experience.
- Processed sales transactions efficiently using point-of-sale systems.
- Collaborated with team members to achieve daily sales goals and improve customer satisfaction.
- Enhanced store reputation by maintaining a clean, organized, and visually appealing sales floor.
- Assisted in loss prevention efforts by adhering to policies and procedures while monitoring suspicious behavior on the sales floor.
- Demonstrated excellent customer service skills, addressing concerns promptly and professionally.
- Boosted sales through effective upselling techniques and knowledge of current fashion trends.
- Dressed and accessorized mannequins to highlight featured clothing and accessories.
- Contributed to team success by consistently meeting and exceeding individual sales goals.
Sales Associate
Pier One Imports
San Antonio, TX
12.2013 - 10.2014
- Assisted customers in product selection and provided exceptional service to enhance shopping experience.
- Maintained visual merchandising standards to create an inviting store atmosphere and improve customer engagement.
- Processed transactions accurately using point-of-sale systems, ensuring efficient checkout experiences.
- Collaborated with team members to achieve sales goals and maintain a cohesive work environment.
- Kept up-to-date with product knowledge to effectively address customer inquiries and recommend suitable items.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
Customer Service Specialist
Target
San Antonio, TX
03.2011 - 11.2013
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Specialist
Big Lots
Winston-Salem, NC
05.2006 - 09.2010
- Assisted customers with product inquiries and order processing to enhance satisfaction.
- Resolved customer complaints effectively, ensuring positive experiences and retention.
- Maintained knowledge of store merchandise to provide accurate information and recommendations.
- Collaborated with team members to streamline checkout processes, reducing wait times for customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Education
High School Diploma -
Central Cabarrus High School
Concord, NC06.2006
Skills
Positive attitude
Cash handling
Team leadership
Problem-solving
Customer service focus
Strong verbal and written communication
POS system operation
Motivational leadership
Sales and upselling
Shift scheduling
Timeline
Shift Leader
Dutch Bros
08.2024 - 12.2025
Homemaker
Myself
12.2015 - 08.2024
Apparel Sales Associate
Academy Sports Outdoors
11.2014 - 11.2015
Sales Associate
Pier One Imports
12.2013 - 10.2014
Customer Service Specialist
Target
03.2011 - 11.2013
Customer Service Specialist
Big Lots
05.2006 - 09.2010
High School Diploma -
Central Cabarrus High School