Energetic and optimistic people person, customer service professional, and empathy trainer with experience in a range of industries. Eager to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Heather Baumann
Oakland,CA
Summary
Overview
8
years of professional experience
Work History
Mursion
Simulation Specialist
10.2020 - Current
Job overview
- Deliver immersive simulated training experiences based on client scenario requests, accurately portray scenario, listen and respond appropriately to learner.
- Trainings include delivering difficult feedback, active listening, employee development, customer service, and classroom management.
- Train fellow simulation specialists on scenarios, be a resource for newer simulation specialists.
- Assisted with staff training and on-boarding.
- Continue to develop skills through regular self-guided training.
Highwire Coffee Roasters
Trainer/Lead Barista
01.2016 - 10.2020
Job overview
- Strong voice in operational and company wide developments, presented improvement ideas to leadership team to cultivate professional, friendly and efficient work environment.
- Created new training guidelines, and provided staff orientation and training through 1:1 trainings and in classroom.
- A leader and example in cafe - pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
Coffee Shop
Manager
03.2015 - 12.2015
Job overview
- Recruited, interviewed and hired employees and implemented training program to encourage confidence and adapt faster to job roles.
- Cross-trained existing employees to maximize team agility and performance, developed employees into leadership positions.
- Cultivated positive customer relations by addressing problems head-on and maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Created employee schedules to align coverage with forecasted demands, delegating assignments to meet coverage needs.
Education
University of California - Los AngelesLos Angeles, CA
Bachelor of Arts from Theater - Acting
06.2011
University Overview
Clown ConservatorySan Francisco, CA
Certificate of Completion
03.2020
University Overview
Skills
- Customer Service
- Excellent Communication
- Flexible and Resilient
- Microsoft Suite and Google Drive
- Observation Based Feedback
- Adaptive and Creative
- Ability to Multitask
Timeline
Simulation Specialist
Mursion
10.2020 - Current
Trainer/Lead Barista
Highwire Coffee Roasters
01.2016 - 10.2020
Manager
Coffee Shop
03.2015 - 12.2015
University of California - Los Angeles
Bachelor of Arts from Theater - Acting
Clown Conservatory
Certificate of Completion
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