Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Courtney Grizzle

San Antonio,TX

Summary

Dynamic professional with a proven track record at Black Rifle Coffee, adept in complaint resolution and Microsoft Excel. Leveraged assertiveness and coordination skills to enhance customer satisfaction and streamline operations. Recognized for exceptional staff training and achieving top performance metrics, demonstrating a commitment to excellence and continuous improvement.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Black Rifle Coffee
10.2022 - 09.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Factory Supervisor

Margaritas Tortilla Factory
05.2014 - 10.2022
  • Optimized labor allocation by identifying skill gaps in the workforce and developing comprehensive training programs accordingly.
  • Developed strong relationships with suppliers, negotiating contracts for better pricing and delivery terms.
  • Coordinated cross-functional teams for successful project execution, meeting budgetary constraints and time-sensitive goals.
  • Trained new employees on company policies, safety procedures, and equipment operation to ensure a seamless integration into the workforce.
  • Increased production efficiency by implementing new workflow processes and optimizing team collaboration.
  • Supervised factory production disciplines for efficient output.
  • Achieved higher product quality standards through rigorous quality control measures and employee training programs.
  • Addressed personnel issues promptly and fairly, maintaining a professional atmosphere conducive to high-quality work.
  • Implemented safety protocols to minimize workplace accidents, resulting in an improved safety record for the facility.
  • Oversaw factory personnel scheduling.
  • Streamlined inventory management processes, reducing waste and improving cost-efficiency within the factory operations.

Barista

Starbucks
03.2017 - 12.2018
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Controlled line and crowd with quick, efficient service.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Maintained regular and consistent attendance and punctuality.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.

Education

High School Diploma -

Hays High School
Buda, TX
05-2014

Skills

  • Call center experience
  • Microsoft Excel
  • Complaint resolution
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Follow-up skills
  • Documentation
  • Prioritization
  • Live chat support
  • Product and service solutions
  • Coordination
  • Assertiveness
  • Store maintenance
  • Recordkeeping strengths
  • Account updating
  • Research
  • Staff education and training

Accomplishments

  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Supervised team of 4+ staff members.

Timeline

Customer Service Representative

Black Rifle Coffee
10.2022 - 09.2024

Barista

Starbucks
03.2017 - 12.2018

Factory Supervisor

Margaritas Tortilla Factory
05.2014 - 10.2022

High School Diploma -

Hays High School

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Courtney Grizzle