Holly Cole
Sherman
Summary
I have worked with people most of my career as I enjoy helping people. Working with different types of people and classes has helped shape who I am as a person today. Whether it’s something old you knew a little about or something completely new, you always learn something while working in customer service.
Overview
12
12
years of professional experience
Work History
Bartender
The Sherman Hotel
12.2024 - Current
- Provide an exceptional dining experience by actively engaging with customers, memorizing their preferences to create a positive experience while upholding service standards
- Crafted and served a wide variety of cocktails, beers, and wines to patrons in a fast-paced bar environment
- Developed extensive knowledge of mixology techniques, flavor profiles, and drink recipes to provide personalized recommendations to customers
- Maintained cleanliness and organization of the bar area, ensuring compliance with health and safety regulations
- Efficiently handled cash transactions and accurately processed payments using POS system
- Collaborated with kitchen staff to ensure timely delivery of food orders for customers seated at the bar
- Provided exceptional customer service by engaging with guests in a friendly manner and anticipating their needs
- Trained new bartenders on drink preparation techniques, customer service standards, and POS system operation
- Resolved customer complaints promptly and effectively to maintain high levels of satisfaction
Server/Bartender
Buddy Brewster's Ale House
09.2022 - Current
- Provide an exceptional dining experience by actively engaging with customers, memorizing their preferences to create a positive experience while upholding service standards
- Crafted and served a wide variety of cocktails, beers, and wines to patrons in a fast-paced bar environment
- Developed extensive knowledge of mixology techniques, flavor profiles, and drink recipes to provide personalized recommendations to customers
- Maintained cleanliness and organization of the bar area, ensuring compliance with health and safety regulations
- Efficiently handled cash transactions and accurately processed payments using POS system
- Collaborated with kitchen staff to ensure timely delivery of food orders for customers seated at the bar
- Provided exceptional customer service by engaging with guests in a friendly manner and anticipating their needs
- Trained new bartenders on drink preparation techniques, customer service standards, and POS system operation
- Resolved customer complaints promptly and effectively to maintain high levels of satisfaction
Social Welfare Examiner
Chautauqua County Dept of Mental Hygiene and Social Services
09.2018 - Current
- I started as a clerk in in Central Intake where I took incoming applications for the SNAP program and Temporary Assistance and scheduled all their appointments
- I also acted as the mediator between clients and their workers
- I then moved to the Medicaid unit where I assisted clients mostly on the phone with questions about their cases, actively listening and directing them to the correct worker
- In December2021 I promoted to Social Welfare Examiner in the Fraud unit where I actively investigated SNAP and Temporary Assistance cases that were submitted to ensure accuracy of job information and residential/ household status
- In April2024 I transferred to the Medicaid unit where I currently am as a Social Welfare Examiner
- In this department I take in new applications, request any necessary documentation needed such as any income reported on the applications, as well as current Medicare status, third party health insurance status, residential and household verification, and identity verification
- Included in this are the following:
- Make any adjustments to open cases if there is a change in the household, income, as well as completing case recertification for medical benefits
- Spenddowns are also processed with either a check from clients, or medical bills that count towards payment in order for coverage to be loaded in the state systems
- Loading coverage for clients via the state systems
- Providing empathetic and timely support to clients via phone, email and occasionally in person is one of the most important aspects of this job
- Assisted clients in navigating complex government assistance programs, such as Medicaid or SNAP
- Coordinated referrals to external agencies or specialists when additional services were required
- Provided crisis intervention services during emergencies or critical incidents affecting clients’ well-being
- Aided homeless individuals by connecting them with housing resources and facilitating access to basic necessities
- Assisted elderly individuals in accessing social services and resources to enhance their quality of life
- Conducted assessments to determine eligibility for government assistance programs or disability benefits
- Educated clients about available community resources that could assist them in achieving their goals
Bartender
2 Ginger's Inn
12.2023 - 05.2024
- Provide an exceptional dining experience by actively engaging with customers, memorizing their preferences to create a positive experience while upholding service standards
- Crafted and served a wide variety of cocktails, beers, and wines to patrons in a fast-paced bar environment
- Developed extensive knowledge of mixology techniques, flavor profiles, and drink recipes to provide personalized recommendations to customers
- Maintained cleanliness and organization of the bar area, ensuring compliance with health and safety regulations
- Efficiently handled cash transactions and accurately processed payments using POS system
- Collaborated with kitchen staff to ensure timely delivery of food orders for customers seated at the bar
- Provided exceptional customer service by engaging with guests in a friendly manner and anticipating their needs
- Trained new bartenders on drink preparation techniques, customer service standards, and POS system operation
- Resolved customer complaints promptly and effectively to maintain high levels of satisfaction
Server/Bartender
The Village Casino
05.2023 - 09.2022
- Provide an exceptional dining experience by actively engaging with customers, memorizing their preferences to create a positive experience while upholding service standards
- Crafted and served a wide variety of cocktails, beers, and wines to patrons in a fast-paced bar environment
- Developed extensive knowledge of mixology techniques, flavor profiles, and drink recipes to provide personalized recommendations to customers
- Maintained cleanliness and organization of the bar area, ensuring compliance with health and safety regulations
- Efficiently handled cash transactions and accurately processed payments using POS system
- Collaborated with kitchen staff to ensure timely delivery of food orders for customers seated at the bar
- Provided exceptional customer service by engaging with guests in a friendly manner and anticipating their needs
- Trained new bartenders on drink preparation techniques, customer service standards, and POS system operation
- Resolved customer complaints promptly and effectively to maintain high levels of satisfaction
- This is a seasonal position
Phone Sales Representative
Genie Retail Energy
11.2017 - 09.2018
- Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in an increase in customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department’s average response time
- Assisted customers with product selection, and implementation
- Resolved billing discrepancies by collaborating with the finance team
- Identified opportunities for upselling and cross-selling products based on customer needs and preferences
Store Manager
Reid Stores Inc., Crosby's
05.2016 - 11.2017
- I was hired as an Assistant Manager and promoted to store manager3 months later
- Developed and executed marketing campaigns to increase brand awareness and attract new customers
- Implemented effective strategies to drive sales growth and achieve revenue targets on a consistent basis
- Managed a team of XX employees, providing training, coaching, and performance evaluations to ensure high levels of productivity and customer satisfaction
- Analyzed sales data and market trends to identify opportunities for product assortment optimization
- Collaborated with vendors to negotiate favorable pricing terms and maintain strong supplier relationships
- Ensured compliance with company policies, procedures, and safety regulations at all times
- Developed employee schedules based on business needs while effectively managing labor costs within budget constraints
- Conducted regular store audits to assess visual merchandising standards and make necessary adjustments for optimal presentation
- Utilized POS systems to track sales data, monitor inventory levels, analyze trends, and generate reports for informed decision-making
- Collaborated with regional managers on strategic planning initiatives such as new product launches or promotional events
- Developed and maintained strong relationships with key customers, addressing their needs and ensuring high levels of satisfaction
- Managed store budgets, tracking expenses, and implementing cost-saving measures to maximize profitability
- Coordinated with corporate headquarters on product assortment decisions based on local market demands
Assistant Store Manager
Deb Shop
01.2014 - 12.2015
- Assisted store manager in overseeing daily operations, including inventory management, staff scheduling, and customer service
- Trained and mentored new employees on company policies, procedures, and customer service standards
- Collaborated with the store manager to develop and implement effective merchandising displays to drive sales
- Managed cash handling procedures, ensuring accuracy and compliance with company guidelines
- Monitored inventory levels and coordinated with suppliers to ensure timely replenishment of stock
- Resolved customer complaints or concerns promptly and effectively to maintain high levels of customer satisfaction
- Assumed responsibility for opening or closing the store as needed, ensuring security measures were followed at all times
- Developed strong relationships with customers through exceptional service delivery and personalized assistance
- Ensured compliance with company policies regarding safety regulations, cleanliness standards, and employee conduct
- Served as acting store manager during periods of absence or vacation
Key Holder/Supervisor
Piercing Pagoda
01.2014 - 12.2015
- Collaborated with the visual merchandising team to create appealing displays that increased customer engagement and sales
- Developed and implemented staff training programs to enhance product knowledge and improve customer service skills
- Conducted regular store audits to ensure compliance with company policies, procedures, and safety regulations
- Resolved customer complaints or concerns promptly and effectively, ensuring high levels of customer satisfaction
- Monitored sales performance and analyzed data to identify areas for improvement
Substitute Teacher
Southwestern Central Schools
01.2013 - 12.2015
- Managed classroom behavior and maintained a positive learning environment in the absence of the regular teacher
- Provided one-on-one assistance to students who required additional support or clarification
- Implemented lesson plans provided by the absent teacher, ensuring continuity in curriculum delivery
- Administered tests, quizzes, and assignments according to established guidelines
- Supported classroom management strategies outlined by the regular teacher for consistency in discipline procedures
- Ensured a safe environment by enforcing school policies on safety protocols during emergencies
- Monitored student behavior during recess periods or extracurricular activities outside of the classroom setting
- Assisted with supervision duties before/after school hours including bus loading/unloading if necessary
Assembly Worker
Express Employment Professionals/Cummins
04.2015 - 11.2015
- Assembled components and subassemblies according to blueprints, diagrams, and work instructions
- Operated various hand tools and power tools to complete assembly tasks efficiently
- Collaborated with team members to meet production goals and deadlines
- Maintained a clean and organized work area, promoting safety and efficiency
- Adhered to all safety protocols and procedures while working in a fast-paced environment
- Trained new employees on assembly techniques, ensuring consistent quality standards were met
- Followed standardized operating procedures (SOPs) for accurate and efficient assembly operations
- Cross-trained in multiple areas of the production line, providing flexibility within the team
- Ensured compliance with industry regulations regarding product specifications and safety standards
- Maintained a high level of attention to detail while performing repetitive tasks in order to ensure accuracy
Key Holder/Sales Lead
Claire's
01.2013 - 12.2014
- Monitored sales performance and analyzed data to identify areas for improvement, leading to a XX% increase in monthly revenue
- Collaborated with the visual merchandising team to create appealing displays that increased customer engagement and sales
- Conducted regular store audits to ensure compliance with company policies, procedures, and safety regulations
- Resolved customer complaints or concerns promptly and effectively, ensuring high levels of customer satisfaction
- Analyzed market trends and competitor activities to make informed decisions regarding pricing strategies and promotional campaigns
Education
College - Information Technology
Eastern Gateway Community College
Youngstown, OH12.2022
Anthropology and Sociology
Elmira College
Elmira, NY06.2011
Skills
- POS (10 years)
- Management
- Upselling (8 years)
- Customer service (10 years)
- Restaurant Experience (3 years)
- Some excel
- Serving Experience (3 years)
- Store Management Experience (4 years)
- Interviewing (3 years)
- Communication skills (10 years)
- Account Management (6 years)
- Basic computer/typing skills
- Customer service (6 years)
- Bartending (3 years)
- Microsoft Office (6 years)
- Case Management (6 years)
Timeline
Bartender
The Sherman Hotel
12.2024 - Current
Bartender
2 Ginger's Inn
12.2023 - 05.2024
Server/Bartender
The Village Casino
05.2023 - 09.2022
Server/Bartender
Buddy Brewster's Ale House
09.2022 - Current
Social Welfare Examiner
Chautauqua County Dept of Mental Hygiene and Social Services
09.2018 - Current
Phone Sales Representative
Genie Retail Energy
11.2017 - 09.2018
Store Manager
Reid Stores Inc., Crosby's
05.2016 - 11.2017
Assembly Worker
Express Employment Professionals/Cummins
04.2015 - 11.2015
Assistant Store Manager
Deb Shop
01.2014 - 12.2015
Key Holder/Supervisor
Piercing Pagoda
01.2014 - 12.2015
Substitute Teacher
Southwestern Central Schools
01.2013 - 12.2015
Key Holder/Sales Lead
Claire's
01.2013 - 12.2014
College - Information Technology
Eastern Gateway Community College
Anthropology and Sociology
Elmira College
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