Grace Shannon
Lancaster,Ohio
Summary
Team-minded Training Store Manager with over ten years of experience training groups of employees in the customer service industry. A flexible and understanding individual with excellent interpersonal and communication abilities. Adept at creating training materials, evaluating employee performance and assessing company training needs. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Store Manager Trainer
Starbucks Coffee Company
12.2015 - Current
- Created and implemented strategies that enabled multiple teams to work together to consistently ensure operational excellence that elevated the brand and positioned the business for long term growth.
- Trained and supported organizational leaders to close standard gaps and seize opportunities while embracing change with a growth mindset.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management.
- Developed and executed performance management programs to increase employee engagement and productivity.
Shift Supervisor
Starbucks Coffee Company
03.2013 - 12.2015
- Ensured the delivery of high-quality products in a clean, safe, and welcoming environment
- Led a team to provide a world class experience for customers and employees.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
Barista Trainer
Starbucks Coffee Company
11.2012 - 03.2013
- Brought Starbucks's mission and values to life for customers and employees by helping others build capability.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Sales Assistant Manager
Shoe Show Inc.
05.2008 - 11.2012
- Modeled and coached behaviors that created the best moments for customers, responded to customer concerns, managed inventory, and contributed to store goals.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Education
Bachelor of Science - Health Services Administration
Ohio University
Athens, OH05.2022
Skills
- Group Discussion Facilitation
- Management Consultation
- Leadership Development
- Training Program Development
- Business Administration
- Human Resources
- Strategic Planning
- Customer Engagement
- Cost Control and Reduction
Accomplishments
- Facilitated the opening of multiple locations.
- Trained a wide variety of new employees from barista up to a senior vice president role.
- Received the Partner of the Quarter award for operational excellence and peer support.
Timeline
Store Manager Trainer
Starbucks Coffee Company
12.2015 - Current
Shift Supervisor
Starbucks Coffee Company
03.2013 - 12.2015
Barista Trainer
Starbucks Coffee Company
11.2012 - 03.2013
Sales Assistant Manager
Shoe Show Inc.
05.2008 - 11.2012
Bachelor of Science - Health Services Administration
Ohio University
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