Gerardo Zavala-Avila

• As a Shift Manager, I have trained four new Shift Leads and six new Cashiers on procedures and policies, interacting with customers, cleaning areas, and taking orders.

• I have been responsible for managing the inventory on the night shift and have kept the variance of stored food to a minimum of 0.005.

• I trained my team to always deliver extraordinary customer service and conduct surveys that helped us to be the top store in Las Vegas for Q3 and O4 of 2023.

• I have reduced our DoorDash/Uber Eats wait times to 1 minute 45 seconds by focusing on online orders immediately.

• During the night shift, I have helped to generate more than 18,000 gross sales and 17,000 gross sales each night.

• I have trained the team to maintain a high standard of cleanliness in the store, which has resulted in our receiving 4-5 stars from QSC.

• My ability to address and resolve complaints about food or service has improved customer satisfaction to 96.5%.

• I created seasonal coffee beverages, driving increased sales of specialty menu items by 45% and attracting repeat business.

• Motivated team to more actively promote the chain’s special offers, helping increase annual store sales by 30%

• Opened and closed cash drawer with 99.9% accuracy. Reconciled all errors by end of day.

• I managed the pick-up section, describing menu items and processing 20-25 orders each hour.

• I trained four new baristas on procedures and policies, interacting with customers, cleaning areas, and making orders.

• I Improved customer satisfaction at MGM Grand Hotel and Caesars Palace Starbucks from 73% to 87%

• Actively monitored hourly metrics and staffed warehouse team members accordingly to meet with planned volume. Redirected labor from one process to another as needed to meet customer promises.
• Escalated discrepancies with volume manifest and partnered with the Area Manager and Operations Manager to readjust hourly goals and to reallocate labor by reinforcing or decreasing headcount in a specific role.
• Monitored labor roles hourly to ensure all team members were tracked into the correct parts during shift check-in to minimize the risk of Training Violations. Monitored hours allocated per role to reduce cost during non-peak hours.
• Optimizing costs without affecting the associates' productivity, quality, and performance. Incrementing per hour to 72, optimizing labor hours, and avoiding operating budget waste.
• Planning and adjusting TPH, consistently tracking labor hours changed to the station bucket. Reduced operating budget waste by 2.5% for 7+ months through establishing a new small sort process.
• Partnered with Supporting Team Roles, i.e., Safety, Process Guides and Learning Ambassadors, to ensure that all associates on-site have completed the necessary pieces of training to be in operations on the warehouse floor and performing roles following Standard Work/SOP.
• Scheduled/Redirected incoming trucks for Amazon LAS1 IXD-FC based on FC workflow dock alongside 3 Process Guides. Supervised 20+ dockworkers in the unloading and receiving of incoming freight.
• Supervised, directed, and tracked the activities of 90+ Inbound associates and other support staff engaged in the stocking and troubleshooting products to exceed the warehouse's carton count.
• Collaborated with Operation Managers, Area Managers, and Process Guides via radio and e-mail to prepare and plan daily utilization of resources to ensure a consistent and efficient operation throughout the shift.

• Acting as the primary information source for the team, maintaining compliance and consistency and taking corrective action when needed.
• Support Learning Trainers by assisting with pulling compliance reports for network updates.
• Worked with upper leadership to identify and develop candidates for critical roles such as Process Guide and Learning Ambassador.
• Building relationships with Area Managers, Operations Managers, Delivery Service Partners, and Amazon associates through onboarding new hires, timely feedback, and training.
• Responsible for implementing and staffing new training processes, coaching and supporting 10+ high performers, and developing the first Learning Ambassadors OTR team for Amazon DLV1 and DLV7.
• Conducted hazmat and code of conduct recertification, increasing compliance from 87% completion to 98% within two weeks.

• Acting with integrity, honesty and knowledge that promote the culture, values, and mission of Starbucks.
• Contributing to a positive team environment by recognizing alarms or changes in partner morale and performance and communicating them to the store manager.
• Following Starbucks operational policies and procedures, including those for cash handling and safety and security, to ensure the safety of all partners during each shift.
• Crafting quality beverages, whole bean, and food products consistently for all customers by adhering to all recipe and presentation standards.
• Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.

• Adhered to safety protocol in storing, loading and unloading set pieces and stage equipment.
• Pitched in to help crews with building sets and identified problems that could have resulted in possible safety issues.
• Delivered client-focused special services for corporate clients or programs for special groups.
• Set up, adjusted and operated audio-visual equipment, cameras, or film and slide projectors for meetings, events and video conferences.
• Analyzed and troubleshot problems with audio-visual equipment.
• Calibrated audio, lighting and recording equipment to keep operational for each show.