Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Mann

Cedar Springs,MI

Summary

Proven leader and adept problem-solver, I significantly enhanced customer satisfaction and streamlined operations at Biggby Coffee Co. Leveraging skills in cash handling and conflict resolution, I fostered a team-oriented environment, boosting sales and efficiency. My adaptability and focus on client service drove continuous improvement, achieving notable results in a fast-paced setting. Handles team needs with forward-thinking strategies and strong focus on daily requirements. Well-coordinated planner successful at coordinating schedules and workflows to meet business demands. Superior work ethic combined with resourceful and upbeat nature.

Overview

5
5
years of professional experience

Work History

Shift Leader

Biggby Coffee Co
08.2022 - 06.2024
  • Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
  • Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
  • Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
  • Resolved conflicts between employees to maintain positive and productive work environments.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Completed cash and credit card transactions accurately using POS software.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Streamlined inventory management processes, leading to reduced waste and optimized stock levels.
  • Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
  • Enforced company policies and regulations with employees.
  • Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
  • Boosted overall sales with effective upselling techniques and exceptional product knowledge.
  • Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
  • Implemented procedural updates as needed based on company policy changes or industry developments.
  • Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
  • Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
  • Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
  • Supported a culture of continuous improvement by identifying and addressing areas for potential growth, both individually and as a team.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Frequently inspected production area to verify proper equipment operation.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Collected, arranged, and input information into database system.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.

Barista

Hermans' Boy
01.2021 - 08.2021
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Operated espresso machines and commercial coffee brewers to create beverages.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Assisted in inventory management to maintain adequate stock levels and reduce wastage.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency.
  • Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Recommended products based on solid understanding of individual customer needs and preferences.
  • Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
  • Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
  • Maintained regular and consistent attendance and punctuality.
  • Collaborated with management to plan promotional events or seasonal menu items that attracted new clientele.
  • Increased repeat business by providing exceptional customer service and building rapport with patrons.
  • Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.

Customer Service Cashier

Deer Tracks Junction
05.2019 - 10.2020
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Met customer service goals and exceeded customer expectations.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Utilized POS system to handle customer cash and credit card transactions.
  • Answered product questions using knowledge of sales and store promotions.
  • Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
  • Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
  • Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
  • Responded promptly to requests for assistance, spills and customer inquiries.
  • Increased customer satisfaction by maintaining clean restrooms and public spaces in a timely manner.
  • Reduced cross-contamination risks through adherence to strict sanitation guidelines in food preparation areas.
  • Enhanced workplace cleanliness by performing thorough daily cleaning tasks, including sweeping, mopping, and dusting.
  • Maintained a well-organized storage area for cleaning supplies to ensure easy access and efficient use of materials.
  • Handled equipment, chemicals, and materials properly and with caution.
  • Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
  • Removed trash, debris and other waste materials from premises.

Education

No Degree - Architecture

Ferris State University
Big Rapids, MI

High School Diploma -

Cedar Springs High School
Cedar Springs, MI
05.2019

Skills

  • Customer service focus
  • Team Leadership
  • Cash Handling
  • Positive Attitude
  • Problem-Solving
  • Client Service
  • Analytical Thinking
  • Task Prioritization
  • Attention to Detail
  • Adaptability
  • Conflict Resolution
  • Active Listening

Timeline

Shift Leader

Biggby Coffee Co
08.2022 - 06.2024

Barista

Hermans' Boy
01.2021 - 08.2021

Customer Service Cashier

Deer Tracks Junction
05.2019 - 10.2020

No Degree - Architecture

Ferris State University

High School Diploma -

Cedar Springs High School

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