Jennifer Johnson
Colonial Beach,VA
Summary
Hands-on customer support professional bringing strength in de-escalation, live issue resolution, and dependable shift operations. Manages mobile and in-store orders, supplier deliveries, cash drawers, and team assignments, with a record of documenting problems, training new hires, and keeping service standards on track.
Overview
1
1
Certification
19
19
years of professional experience
Work History
Shift Manager
Starbucks
Colonial Beach, Virginia
01.2022 - Current
- Managed order flow for in-store and mobile orders during peak hours, ensuring compliance with required-minute service targets.
- Supported shifts of 4+ team members by assigning positions and arranging coverage for callout's through play caller app; trained new hires on POS, product standards, and customer service.
- Resolved escalated customer complaints by actively listening, clearly explaining options, and diligently following through until resolution; contributed to positive customer feedback and increased repeat visits.
- Troubleshot POS, mobile-order, and equipment issues during live service; documented issues, submitted tickets through system, and coordinated with facilities, IT, or support team until resolution.
- Placed and received supplier orders in ims, checked deliveries against invoices, and reported shortages or damaged items to vendor or manager.
- Completed quality checks, set up seasonal promotions and merchandise on deadline, and reconciled cash drawers with 100 % accuracy.
Retail Merchandiser
Driveline Retail
, Virginia & Maryland
01.2018 - 01.2022
- Led teams of 6+ on multiple products reset jobs, delegating tasks and keeping projects on schedule
- Stocked, rotated, and built product displays to enhance customer visibility and drive sales
- Developed relationships with store managers, suppliers, and coworkers to resolve display, stock, and scheduling issues via phone, text, and email.
- Managed routes, schedules, and deadlines independently across multiple store territory with no on-site supervision
Cashier, Shift lead
Food Lion Grocery
Colonial Beach, Virginia
01.2016 - 01.2018
- Processed cash, check, and card payments accurately, balanced cash drawer each shift to ensure financial accuracy, and verified ID for age-restricted sales to comply with regulations
- Fostered customer loyalty through friendly, accurate service while stocking and organizing merchandise to enhance shopping experience
- Processed customer transactions using Food Lion point-of-sale system
- Balanced cash drawer and handled register cash with accuracy
- Greeted shoppers and delivered friendly checkout service
Cashier, Shift Manager
Sheetz Convenience Store
01.2014 - 01.2015
- Resolved escalated customer concerns, restoring satisfaction and ensuring uninterrupted service
- Reconciled cash drawers at shift changes, identifying errors and resolving discrepancies while enforcing age-verification policies
- Processed cash, card, and mobile payments at Sheetz checkout lanes.
- Greeted customers and resolved questions on products, prices, and store services.
- Managed point-of-sale transactions and handled register balancing at shift close.
Server
Lottery and ABC Store Cashier, Riverboat on the Potomac
01.2008 - 01.2014
- Served guests in 300+ seat restaurant, memorizing menus to provide accurate answers and tailored recommendations; supported successful catering and special events
- Processed cash and credit transactions on POS system, reconciled shift totals against sales, and enforced state proof-of-age compliance for alcohol, tobacco, and lottery
- Greeted guests aboard Riverboat on the Potomac with attentive table service.
- Processed lottery and ABC Store cash sales with accurate register handling.
- Served food and beverages on gaming floor and dining areas.
Education
General Education -
Washington & Lee High School
Montross, VASkills
- POS systems
- Order management
- Inventory control
- Supplier relationship management
- Supplier ordering
- Customer support
- Complaint resolution
- De-escalation and troubleshooting
- Cash handling
- Time management
- Effective team coordination
- Effective team coordination and teamwork
- Team performance improvement
- Team performance enhancement
- Customer satisfaction enhancement
Certification
- Coffee master Certifications
- Food Safety Manager Training
Timeline
Shift Manager
Starbucks
01.2022 - Current
Retail Merchandiser
Driveline Retail
01.2018 - 01.2022
Cashier, Shift lead
Food Lion Grocery
01.2016 - 01.2018
Cashier, Shift Manager
Sheetz Convenience Store
01.2014 - 01.2015
Server
Lottery and ABC Store Cashier, Riverboat on the Potomac
01.2008 - 01.2014
General Education -
Washington & Lee High School