Erica LaFranco
Moreno Valley,CA
Summary
Friendly, enthusiastic customer service professional with 10+ years of experience in hospitality, retail, and sales. Skilled at creating genuine customer connections, delivering high-quality service, and thriving in fast-paced, team-oriented environments. Known for a positive attitude, strong work ethic, and ability to balance fun with professionalism. Coffee and drink enthusiast who strives to provide exceptional service and top-notch quality
Overview
12
12
years of professional experience
Work History
Barista & Customer Service
Starbucks
11.2021 - 01.2025
- Delivered exceptional customer experiences by greeting guests with energy and providing fast, accurate service, with customer connection and order satisfaction being top priority
- Crafted a wide variety of handcrafted beverages to standard while handling special modifications and allergy needs
- Maintained and operated espresso machines, blenders, commercial coffee brewers, and other equipment
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment
- Trained new baristas on beverage preparation, store policies, and customer service standards
- Promoted seasonal drinks, merchandise, and rewards programs to ensure customers are always getting the most out of every visit
- Maintained a clean and organized environment, which included consistent restocks for the bar area, lobby, and restroom
- Recommended new drink ideas from personal favorites or helping customers come up with something new
- Ensured food safety and sanitation standards (FIFO, dishwashing regulations, regular handwashing, and station sanitizing)
Sales Rep & Customer Service
Kenny Products
09.2018 - 10.2021
- Supported clients by providing quotes, order processing, and product recommendations for thousands of promotional items.
- Collaborated with big-box businesses looking to design and distribute items for their stores and employees, as well as merchandise for events (conventions, concerts, schools, etc.)
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Communicated with overseas contractors to manage custom orders and ensure quality standards upon arrival.
- Created digital proofs in Adobe Illustrator and Photoshop to confirm designs before production.
- Handled invoicing, inventory inquiries, and office operations with attention to detail.
- Provided consultative support to clients on materials and industry-specific needs.
- Developed and maintained strong customer relationships to drive repeat business.
Sales Associate (Appliances)
Lowe’s Home Improvement
08.2017 - 09.2018
- Guided customers in selecting appliances and accessories to meet renovation and household needs.
- Processed sales, tracked inventory, and coordinated with vendors to ensure product availability.
- Provided exceptional customer service by assisting customers in product selection and resolving inquiries.
- Assisted in merchandising displays, enhancing visual appeal to drive customer engagement and sales.
- Built relationships with customers to encourage repeat business.
- Boosted credit card program enrollment by 15% through effective customer engagement.
Guest Service Team Member
Target
10.2012 - 07.2017
- Assisted hundreds of customers daily with product questions, stock checks, and pricing.
- Trained new hires on POS systems, conflict resolution, and store policies.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Consistently exceeded customer satisfaction goals.
- Created engaging product displays to drive sales and enhance customer experience.
- Increased overall guest experience scores by consistently offering friendly and attentive service.
- Worked effectively in fast-paced environments.
Education
Associates - Marketing
El Camino Community College
Torrance, CA06-2023
Graduate -
San Pedro High School
San Pedro, CA06-2011
Skills
- Customer service expertise
- Hospitality and beverage preparation
- Team player
- Employee training
- Detail-oriented
- Effective problem resolution
- Friendly and outgoing
- Experience in managing social media platforms; YouTube, TikTok, Instagram, and Facebook
- Effective time management
- Dedicated work ethic
- Problem-solving
Timeline
Barista & Customer Service
Starbucks
11.2021 - 01.2025
Sales Rep & Customer Service
Kenny Products
09.2018 - 10.2021
Sales Associate (Appliances)
Lowe’s Home Improvement
08.2017 - 09.2018
Guest Service Team Member
Target
10.2012 - 07.2017
Associates - Marketing
El Camino Community College
Graduate -
San Pedro High School