Hillary Keza
Edmonton
Summary
Dynamic customer service professional skilled in efficiently handling high-volume transactions while adhering to regulatory compliance. Recognized for maintaining exceptional service quality during peak periods and effectively resolving customer inquiries. Proficient in training team members to uphold standards of excellence and operational efficiency.
Overview
4
4
years of professional experience
Work History
Barista
River Cree Resort & Casino (Starbucks brand)
Edmonton
11.2023 - 08.2025
- High-Volume Performance: Demonstrated composure and efficiency during peak morning rushes and special events, maintaining a calm demeanor under pressure.
- Ensured 100% accuracy in high-volume cash and card transactions, adhering to security protocols to maintain financial integrity.
- Leadership & Mentorship: Trained new team members on beverage preparation, POS navigation, and high-standard customer service techniques.
- Fostered welcoming atmosphere for resort guests through prompt, professional service and effective resolution of inquiries.
- Maintained clean, organized workstation and managed inventory, proactively notifying management of supply shortages to support seamless operations.
- Regulatory Compliance: Strictly followed health, safety, and sanitation guidelines, consistently meeting state and corporate inspection standards.
Cashier
Tim Horton
Alberta
03.2023 - 05.2023
- Operational Efficiency: Managed high-volume customer flow during peak morning hours, prioritizing speed and order accuracy in a fast-paced environment.
- Customer Advocacy: Resolved customer inquiries and concerns with a professional approach, fostering a positive service atmosphere even during high-pressure rushes.
- Collaborative Service: Coordinated food and beverage service within a team, maintaining quality and minimizing wait times.
- Process & Inventory Management: Stocked and replenished supplies to ensure team had necessary resources for uninterrupted service.
- Critical Thinking & Adaptability: Solved complex service issues and adapted to changing customer needs in a fast-paced environment.
Team Member
New York Fries, NYF
Edmonton
09.2021 - 03.2022
- High-Intensity Collaboration: Managed peak-hour rushes (weekends/holidays) in close synchronization with a team, ensuring service quality under physically demanding conditions.
- Point of Sale (POS) Proficiency: Managed high-frequency transactions with speed and financial precision.
- Leadership & Onboarding: Mentored and trained incoming staff on operational workflows, food safety, and customer service standards, fostering a supportive team environment.
- Quality Assurance: Upheld corporate quality benchmarks, ensuring consistent product delivery during peak volume periods.
- Operational Maintenance: Owned deep-cleaning and maintenance procedures for heavy-duty cooking equipment, contributing to overall team performance and operational efficiency.
Education
Bachelor of Applied Human Service Administration - Human Services & Management
MacEwan University
Edmonton, Alberta Associate of General Studies - Human Services
Urshan University
Wentzville, MO05-2026
Diploma - Business Administration
Southern Alberta Institute of Technology (SAIT)
Calgary, AlbertaSkills
- Team collaboration
- Point of sale management
- Cash handling
- Professional Standards: Regulatory Compliance, Quality Assurance, Hospitality Standards, Professional Communication
- Team collaboration
- Languages: English (Fluent), Luganda (Native/Bilingual), Kinyarwanda (Native/Bilingual), French (Listening Proficiency)
- Languages: English (Fluent), Luganda (Native/Bilingual), Kinyarwanda (Native/Bilingual), French (Listening Proficiency)
References
REFERENCES WILL BE PROVIDED UPON REQUEST
Extracurricular Activities
Volunteer, NEEDS Centre After-school Program (2016-2017): Participated in leadership workshops & community youth projects.
Hobbies and Interests
Strategic board games (Go), community volunteerism, and lifelong learning in business administration.
Languages
English
Professional
Luganda
Native/ Bilingual
Kinyarwanda
Native/ Bilingual
French
Limited
Accomplishments
- Dean List - 2025 - 2026
Affiliations
- Urshan Mission Club (UMC)| Member | 2024 - 2026
- Missions Thrift Store (MTS) | Volunteer | Fall 2024
Timeline
Barista
River Cree Resort & Casino (Starbucks brand)
11.2023 - 08.2025
Cashier
Tim Horton
03.2023 - 05.2023
Team Member
New York Fries, NYF
09.2021 - 03.2022
Bachelor of Applied Human Service Administration - Human Services & Management
MacEwan University
Associate of General Studies - Human Services
Urshan University
Diploma - Business Administration
Southern Alberta Institute of Technology (SAIT)