Emma Townsend
Orlando,FL
Summary
Dedicated to hospitality with experience in customer service, restaurant operations, and guest relations. Expertise in cash handling, POS systems, and upselling, with a strong track record in team leadership. Former Shift Lead, bartending-certified, and pursuing a degree in Industrial-Organizational Psychology at the University of Central Florida. Seeking part-time Server or hospitality role to enhance customer experiences through effective communication and professionalism.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Shift Lead/Customer Service Associate
Wawa
Tampa, USA
2022.07 - Current
- Resolved customer complaints and operational bottlenecks daily, contributing to consistently high customer satisfaction ratings.
- Managed daily shift objectives and organized task delegation, achieving 100% operational completion before shift handovers.
- Upsold products while managing cash handling procedures, ensuring accurate balance of POS registers at end of shift.
- Cross-trained in every store position to maximize operational flexibility and support team dynamics during peak hours.
- Transitioned from Shift Lead role to prioritize studies at UCF.
Team Member/Restaurant Hostess
Steak N Shake
Trinity, USA
2021.05 - 2022.07
- Delivered exceptional hospitality and customer care, enhancing guest experience in fast-paced dining environment.
- Facilitated guest interactions to ensure a smooth dining experience and prompt service.
- Built customer rapport through attentive service and expectation management.
- Ensured cleanliness and safety standards, contributing to a welcoming and safe dining atmosphere.
- Managed cash and digital transactions accurately using the POS system.
Education
Bachelor of Science - Industrial And Organizational Psychology
University of Central Florida
Orlando, FL2027-07
General Studies - Associate's degree
Hillsborough Community College
Tampa, FL2025-03
High school diploma or GED -
James W. Mitchell High School
Trinity, FL2023-06
Skills
- Customer service
- Complaint handling
- Guest relations
- Health and safety standards
- Health code compliance
- Sanitizing procedures
- Food preparation
- Foodservice payment processing
- Cash handling
- POS systems
- Decision-making
- Interpersonal communication
- Verbal communication
- Team collaboration
- Staff development
- Leadership
- Team collaboration
Certification
- Bartender License, 07/01/25, I took a 2 week course with ABC Bartending in Tampa Florida. I passed it in July of 2025.
- Driver's License
Additional Information
Authorized to work in the US for any employer
Timeline
Shift Lead/Customer Service Associate
Wawa
2022.07 - Current
Team Member/Restaurant Hostess
Steak N Shake
2021.05 - 2022.07
Bachelor of Science - Industrial And Organizational Psychology
University of Central Florida
General Studies - Associate's degree
Hillsborough Community College
High school diploma or GED -
James W. Mitchell High School