Donovan Blackwell
Reidsville,NC
Summary
I'm a creative barista skillful in memorizing recipes,maintaining and operating machines and taking customers orders. Offer hands on experience making and serving coffee and coffee based beverages and respectful of individual recognized for consistently receiving excellent feedback from customers.
Overview
3
3
years of professional experience
Work History
Barista
Starbucks
Reidsville , NC
01.2023 - Current
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Greeted customers and took orders for coffee drinks, food items, and other beverages.
- Maintained a clean work environment by wiping down counters, washing dishes, and cleaning floors.
- Provided excellent customer service by responding to inquiries quickly and professionally.
- Operated cash registers to process customer payments.
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
- Maintained calm demeanor during high-volume periods and special events.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Trained new baristas on company policies and procedures regarding food handling safety standards.
- Stocked shelves with ingredients needed to make coffee drinks.
- Monitored inventory levels of supplies and restocked when necessary.
- Addressed and resolved customer concerns to maintain brand loyalty.
- Created complex, hand-crafted beverages based upon customer preferences.
- Followed safety procedures while operating machinery such as grinders and espresso machines.
- Assisted in the preparation of baked goods including muffins, cookies, scones, cakes.
- Stocked customer service stations with paper products or beverage preparation items.
- Restocked self-service area with sweeteners, stir sticks and coffee cup sleeves.
- Ground beans for espresso shots according to individual customer specifications.
- Gave samples of popular coffee and tea blends to create sales opportunities.
Associate
Walmart
Reidsville, NC
07.2023 - 01.2024
- Built relationships with customers by providing friendly customer service.
- Built and maintained relationships with peers and upper management to drive team success.
- Assisted customers with selecting items and answering questions about products.
- Provided customer service support for inquiries, complaints, and returns.
- Supported management team to facilitate task completion and meet performance goals.
- Communicated clearly with customers in person and via telephone, driving positive experiences.
- Answered customer questions and provided store information.
- Trained new associates on store operations, policies, and procedures.
- Stocked shelves with merchandise and ensured product displays were neat and orderly.
- Organized backroom areas to maintain a clean and organized work environment.
- Performed cash register functions accurately and efficiently.
- Ensured compliance with company safety regulations at all times while on the job.
- Followed cleaning and sanitation guidelines to meet health and OSHA requirements.
- Helped customers locate items within the store using the inventory system.
- Handled incoming calls from customers regarding orders or other inquiries.
- Arranged and stocked new merchandise following placement directions.
- Stocked sales floor and assisted in product movement and merchandising plans.
- Updated inventory and production information using warehouse management systems and scanner guns.
- Maintained an up-to-date knowledge of store promotions, specials, events.
- Operated equipment such as scanners and scales correctly during checkout process.
- Conducted inventory checks to ensure accuracy of shelf stock.
- Participated in weekly team meetings to discuss sales goals and strategies.
- Processed shipments received from vendors according to established protocols.
- Received merchandise into warehouse, relocated products using forklifts and pallet jacks and processed orders for shipment.
- Promoted sales initiatives to support company brand.
- Tracked company inventories, moved excess stock and arranged products to improve sales.
- Reviewed files, recordings and other documents to obtain information to respond to requests.
Barista Trainer
HMSHost Starbucks
Greensboro, NC
07.2022 - 06.2023
- Worked with new employees on procedures and policies, interacting with customers, cleaning areas and making orders.
- Conducted on-site trainings for baristas in proper brewing techniques and customer service etiquette.
- Taught team members how to make latest drinks and correctly perform new procedures.
- Accepted cash and credit card payments, issued receipts and provided change.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Created complex, hand-crafted beverages based upon customer preferences.
- Greeted guests with pleasant smile and superior customer service.
- Prepared numerous varieties of hot and iced drinks with high accuracy and consistently strong customer satisfaction.
- Facilitated open dialogue between trainers and employees regarding job expectations, policies, and procedures.
- Enthusiastically engaged customers during busy periods to keep mood light and fun.
- Memorized official and off-menu coffee and tea preparations.
- Demonstrated safe working environment protocols while instructing baristas on how to properly operate espresso machines, grinders, brewers.
- Assessed skill levels of new and existing baristas, providing individualized training plans.
- Gave samples of popular coffee and tea blends to create sales opportunities.
- Provided ongoing support to baristas by troubleshooting issues with equipment or beverages.
- Checked temperatures of freezers, refrigerators, and heating equipment.
- Provided individualized instruction to match personal strengths, background and learning style of each employee.
- Educated customers on beverage menu items and provided samples of daily brews.
- Protected customers by regularly cleaning and sanitizing work areas and equipment.
- Ensured compliance with local health regulations related to food preparation, storage, sanitation.
- Listened to customer desires and needs to recommend optimal products.
- Addressed and resolved customer concerns to maintain brand loyalty.
- Hosted coffee and tea tastings to showcase seasonal items and boost sales opportunities.
- Prepared reports summarizing the results of each training session.
- Merchandised display cases and promoted prepared foods.
- Developed detailed lesson plans to ensure consistent delivery of training materials.
Customer Service Representative
Planet Fitness
Eden , NC
05.2021 - 06.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Consulted with customers to resolve service and billing issues.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
High School Diploma -
John M Morehead High School
Eden, NC01-2017
Skills
- Espresso Machine Operation
- Tea Expertise
- Opening and Closing Duties
- Ordering Procedures
- Food Preparation
- Beverage Preparation
- POS Systems
- Coffee Expertise
- Menu Memorization
- Up-Selling
- New Hire Training
- Team Player
- Solid Problem Solver
- Retail Management
- Friendly and Outgoing
- Performance Improvement
- Positive and Professional
- Speedy and Efficient
- Conflict Mediation
- Active Listener
- Team Leadership
References
References available upon request.
Timeline
Associate
Walmart
07.2023 - 01.2024
Barista
Starbucks
01.2023 - Current
Barista Trainer
HMSHost Starbucks
07.2022 - 06.2023
Customer Service Representative
Planet Fitness
05.2021 - 06.2022
High School Diploma -
John M Morehead High School