Summary
Overview
Work History
Education
Skills
Timeline
Generic

Grace Long

Orlando,FL

Summary

Leader with a proven track record of driving operational excellence while cultivating a strong people-first culture. Passionate about partner development with a focus on coaching, mentoring and empowering teams to reach their full potential. Skilled in leading a team of high performers and delivering an exceptional customer experience in a high-volume environment. Known for driving performance through the lens of humanity, building a culture of operational excellence, and fostering an environment that encourages belonging for all. Committed to growth, accountability, and leading by example to inspire success.


Overview

7
7
years of professional experience

Work History

Assistant Store Manager

The Starbucks Coffee Company
10.2024 - Current
  • Managed a team of 20+ Partners fostering a culture of sales growth, operational excellence and partner development.
  • Aided in the career development and promotion of 3 assistant store managers, 4 supervisors, and several new baristas.
  • Managed with integrity, honestly and knowledge that promotes a culture of living Starbucks Mission and Values.
  • Consistently monitored store environment to provide coaching and direction to the team to maintained a customer focused mindset for all partners and create flawless store operations.
  • Monitored store KPIs regularly to track progress towards goals, adjusting store action plans as needed to maximize results.
  • Assisted in the recruitment, hiring, and onboarding process to build a high-performing and customer focused team.
  • Conducted Monthly P&L Analysis to monitor waste, labor, and other store critical metrics.
  • Created and executed store systems to maintain cleanliness and food safety standards.
  • Created store schedules that met labor budget demands, supported business patterns and partner needs.
  • Conducted Partner development conversations to ensure customer service standards, store operation standards, and food safety standards.
  • Lead streamlined store communication by using company tools, ensuring all partners are in the know and set up for success in their roles.

Shift Supervisor

The Starbucks Coffee Company
06.2022 - 10.2024
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
  • Responded to and resolved customer questions and concerns using the ACT decision making model and Starbucks service recovery standards.
  • Completed inventory counts, placed store orders with accuracy and according to store pars to minimize store waste and ensure back of house organization.
  • Completed cash and credit card transactions accurately using POS software.
  • Coached partners through their development to execute the store plan.
  • Ensured operational excellence during peak and non-peak hours by effectively managing resources, implementing store tools, and adjusting deployment.
  • Balanced and delegated tasks to ensure all work was balanced and completed by company set deadlines.
  • Ensured partners are following store cleanliness and food safety standards at all times.
  • Maintained streamlined communication with the team by using store tools.
  • Identified store opportunities and collaborated with the Store Manger to create a plan to close gaps.

Barista

The Starbucks Coffee Company
05.2022 - 07.2022
  • Contributed to a positive team environment through effective communication and collaboration with partners.
  • Executed Starbucks food and beverage standards.
  • Held myself and peers accountable to living starbucks mission and values to deliver an excellent customer experience every day.
  • Maintained store cleanliness standards and adhered to food safety guidelines.
  • Maintained and operated Mastrenas, blenders, Bunn and Clover Vertica brewers, and other store equipment.
  • Educated customers and peers on store offerings and coffee culture.
  • Connected with regulars and new customers to foster a culture of belonging in our store.
  • Enhanced customer satisfaction by efficiently crafting and serving high-quality beverages and food items.
  • Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.

Mail Handler Assistant

USPS
11.2021 - 02.2022
  • Improved mail processing efficiency by sorting and organizing incoming mail according to specific routing codes.
  • Managed time-sensitive materials effectively, ensuring their prompt delivery within designated deadlines.
  • Supported team members in managing high-volume periods, effectively reducing delays in mail distribution.
  • Loaded and unloaded trucks filled with bulk items for transport using proper lifting techniques.
  • Operated various types of machinery used in the mail handling process safely and efficiently.
  • Updated internal systems regularly to maintain an accurate record of processed parcels.
  • Provided excellent customer service when assisting individuals with inquiries regarding package status or mailing procedures.
  • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
  • Maintained high level of confidentiality with mail items in line with regulations.
  • Followed Federal safety protocols while handling and sorting mail.
  • Proved successful working within tight deadlines and a fast-paced environment.

Attractions Attendant

Universal Orlando
05.2021 - 11.2021
  • Delivered outstanding customer service by addressing guest concerns promptly and professionally.
  • Contributed to a positive work environment by assisting team members in daily tasks and ensuring smooth operations.
  • Collaborated with fellow attendants to maintain safety procedures, ensuring a secure environment for both guests and staff.
  • Assisted guests with special needs, providing accommodations that ensured their enjoyment of the park''s offerings.
  • Monitored crowd levels at attractions, adjusting ride capacity when necessary to optimize efficiency.
  • Operated rides and attractions according to written guidelines to reduce injuries.
  • Ensured high cleanliness standards by maintaining the attractions area, resulting in improved guest satisfaction.
  • Engaged safety devices and monitored attraction during operation to reduce safety risks.
  • Demonstrated adaptability by taking on additional responsibilities or shifts when needed to maintain adequate staffing levels and ensure smooth park operations.
  • Adhered to company policies and guidelines at all times, ensuring consistent delivery of quality service to guests.
  • Increased guest return rates by creating memorable experiences through friendly interactions and exceptional service.

Specialty Beverage Host/General Teller

The Walt Disney Company
02.2019 - 04.2021
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Made and served Starbucks brand-specific beverages with focus on speed, quality and consistency.
  • Adhered to strict food safety regulations, minimizing risk of contamination or illness among customers.
  • Delivered world class customer service and personalized experiences for guests from all over the world.
  • Memorized over 40 recipes to craft excellent beverages according to starbucks standards.
  • Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Maintained strict adherence to cash handling policies, resulting in minimized losses and increased accountability.
  • Mitigated risks associated with counterfeit currency by utilizing detection techniques and tools effectively during transactions.
  • Leveraged strong attention to detail in order to swiftly identify and address any discrepancies or inaccuracies with cash counts.

Education

High School Diploma -

Cornerstone Charter Academt
Orlando
05-2017

Skills

  • Problem-solving
  • Customer service and engagement
  • Retail operations
  • Inventory management
  • Store organization
  • Time management
  • Team building
  • Adaptability to change
  • Attention to detail
  • Hiring and training and scheduling
  • Planning and Prioritization
  • Coaching and Development
  • Communication

Timeline

Assistant Store Manager

The Starbucks Coffee Company
10.2024 - Current

Shift Supervisor

The Starbucks Coffee Company
06.2022 - 10.2024

Barista

The Starbucks Coffee Company
05.2022 - 07.2022

Mail Handler Assistant

USPS
11.2021 - 02.2022

Attractions Attendant

Universal Orlando
05.2021 - 11.2021

Specialty Beverage Host/General Teller

The Walt Disney Company
02.2019 - 04.2021

High School Diploma -

Cornerstone Charter Academt

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