Dunia "Alex" Taffolla
Starbucks
Crofton,MD
1
Certification
2027
years of professional experience
Results-oriented Shift Supervisor with 7+ years of retail and customer service management experience leading teams to achieve customer excellence. Proven track record of cultivating the "Third Place" environment and enhancing customer satisfaction though effective leadership and a focus on quality service. Skilled in team development, streamlining operations, and strategic planning to improve profitability. Committed to fostering collaboration and strong team dynamics.
Work History
Shift Supervisor
1 Year 10 Months- Led team of 8-12 baristas, optimizing workflow and enhancing customer service standards.
- Raised customer connection score from 87% to 98% in 6 months by implementing a targeted coaching plan with specific, measurable goals.
- Coached underperforming shift supervisors on effective partner deployment, inventory management, and resolution of complex customer complaints.
- Mentored and developed team members, fostering personal and professional growth, and driving performance against key store metrics.
- Ran opening and mid shifts for a store averaging 950 - 1400 transactions per day, hitting drive-thru window times of 45 seconds during peak.
- Managed inventory levels and analyzed sales reports to identify high-waste food items to adjust daily ordering accordingly; reduced weekly spoilage and optimized inventory accuracy.
- Ensured compliance with health and safety regulations while maintaining store cleanliness and organization.
- Collaborated with management to align store objectives with corporate goals and to evaluate partner performance and identify areas of improvement.
- Acted as point of contact during managers absence, handling call-outs, managing shift swaps, acting as the first point of contact for frontline disputes between employees, passing down new policies or directives from DM to the partners, and keeping operations running smoothly while maintaining morale.
Barista
2 Years 1 Month- Operated bar during peak hours, serving beverages to over 85 customers per half hour while providing register and customer support.
- Provided exceptional customer service, fostering a welcoming atmosphere for patrons.
- Maintained cleanliness and organization of workstations, adhering to health and safety standards for optimal productivity and safety.
- Resolved customer complaints professionally, ensuring satisfaction and building loyalty through prompt issue resolution.
- Maintained regular and consistent attendance and punctuality. - Used POS system to accurately enter orders and process payments. - Adapted quickly to high-volume periods by efficiently managing tasks and delegating responsibilities among team members. - Fostered loyal customer base by remembering regulars' orders and preferences, making them feel valued.
- Elevated coffee quality and consistency using precise measurements and techniques for every order.
- Trained new baristas on beverage preparation techniques and customer interaction skills.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Educated customers on coffee offerings, facilitating upselling opportunities and enhancing overall customer experience.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Domestic Violence/Sexual Assault Victim Advocate
Office Manager
- Coordinated daily office operations to streamline workflow and enhance task completion.
- Managed scheduling for meetings, appointments, and team events to optimize productivity.
- Tracked timesheets and overtime hours for team members and technicians, managing local onboarding documentation, and coordinating training.
- Hired, trained, and mentored a team of 25+ sales and technical support representatives, elevating overall team performance and upselling rates by 15%.
- Implemented filing systems and maintained accurate records for improved information retrieval.
- Resolved local and business billing disputes and managed service order paperwork, ensuring timely installations and upgrades.
- Conducted inventory assessments of office supplies, proactively ordering items to maintain stock levels.
Education
Bachelor of Science - Psychology
Associate of Science - Physical Therapy Assistant
Associate of Science - Sport Science
Skills
Customer Service
Operational Efficiency and Flexibility
Team Building and Motivation
Hiring and Interviewing
Task Prioritization
Goal Setting
Partner Training and Development
Conflict Resolution
Certification
Food Safety Manager, State Food Safety, 2025
Adult First Aid/CPR/AED, American Red Cross, 2024
Leading People and Teams, University of Michigan (Coursera), present
Organizational Leadership, Google (Coursera), present
Business Analysis and Goal Setting, ASU
Conflict Resolution in the Workplace, ASU
Impactful Partner Development Plans, Starbucks
How to See Problems as Opportunities, ASU
Leading Big Change, Starbucks
Leading Effective Meetings, Starbucks
The Six C's of Inclusive Leadership, Starbucks
Understanding Financial Statements, Starbucks
Awards
Coffee Master, Starbucks 2024
Partner of the Quarter, Starbucks 2025
Timeline
Shift Supervisor
Starbucks
10.2024 - CurrentRead More
Barista
Starbucks
10.2022 - 11.2024Read More
Domestic Violence/Sexual Assault Victim Advocate
AACounty
2005 - 2018Read More
Office Manager
Sprint Local Telephone Company
1995 - 2001Read More
Southern New Hampshire University
Bachelor of Science from Psychology
Read More
AACC
Associate of Science from Physical Therapy Assistant
Read More
AACC
Associate of Science from Sport Science
Read More