Summary
Overview
Work History
Education
Skills
References
Timeline
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KAITLIN JACOB

Omaha,NE

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

6
6
years of professional experience

Work History

BARISTA

Dunkin Donuts & Baskin Robbins
OMAHE`, NE
01.2025 - Current
  • Utilized upselling techniques to promote bakery items and specialty drinks, increasing average order value.
  • Handled inventory, including ordering supplies, stocking products, and conducting regular inventory checks.
  • Placed orders with suppliers for delivery of products required for daily operations.
  • Washed and cleaned coffee maker, french press and espresso machine to remove mineral and hard water deposits.
  • Recommended pastries and sandwiches to pair with customers' beverages.
  • Prepared and served hot or cold beverages.
  • Ground beans for espresso shots according to individual customer specifications.
  • Created promotional displays for advertising special events or promotions at the cafe.
  • Memorized official and off-menu coffee and tea preparations.
  • Monitored inventory levels of supplies and restocked when necessary.
  • Described menu items to customers and suggested products based on stated preferences.
  • Labeled containers of milk for use in coffee drinks according to expiration dates.
  • Greeted customers and took orders for coffee drinks, food items, and other beverages.
  • Managed cash register and processed transactions with accuracy and integrity.
  • Assisted customers with menu selection, offering recommendations based on personal preferences and dietary restrictions.
  • Prepared specialty coffee drinks such as lattes, cappuccinos, macchiatos, mochas, and Americanos.
  • Provided excellent customer service by responding to inquiries quickly and professionally.
  • Ensured compliance with health and safety regulations, including proper food handling and cleanliness standards.
  • Created complex, hand-crafted beverages based upon customer preferences.
  • Received and accurately processed customer payments.
  • Adhered to health department regulations concerning sanitation standards.
  • Demonstrated techniques on using multiple beverage machines with new team members.
  • Checked brewing equipment for proper functionality.
  • Prepared and served coffee, espresso drinks, blended coffees and teas.
  • Operated cash registers to process customer payments.
  • Cleaned and sanitized service or seating areas, complying to health protocols and food safety standards.
  • Maintained a clean and organized work environment, including cleaning coffee machines, countertops, and seating areas.
  • Developed and maintained relationships with regular customers, recognizing preferences and anticipating needs.
  • Collected payments and provided accurate change.
  • Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
  • Prepared and served a variety of coffee drinks, including espresso, cappuccino, and latte, adhering to specific recipes and presentation standards.
  • Input orders into point of sale system and handled customer payments.
  • Sliced fruits, vegetables and meats for use in food service.
  • Maintained clean and organized workspace, enabling coworkers to locate resources and product.
  • Customized drink orders based on customer requests, demonstrating flexibility and attention to detail.
  • Restocked self-service area with sweeteners, stir sticks and coffee cup sleeves.
  • Monitored and adjusted inventory levels to minimize waste and ensure availability of popular items.
  • Developed creative recipes for signature coffees or blended drinks unique to the cafe.
  • Engaged with customers on social media platforms, responding to inquiries and promoting special offers.
  • Participated in coffee tasting and evaluation to enhance product knowledge and menu development.
  • Stocked customer service stations with paper products or beverage preparation items.
  • Gave samples of popular coffee and tea blends to create sales opportunities.
  • Created signs and displays to advertise store products or events.
  • Ordered and received supplies to restock beverage items.
  • Implemented promotional activities, including in-store events, to increase customer engagement and sales.
  • Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational.

Senior Barista

SCOOTERS
OMAHA, NE
12.2022 - 10.2024
  • Created complex, hand-crafted beverages based upon customer preferences.
  • Managed morning rush of customers daily with efficient, levelheaded customer service.
  • Maintained high levels of customer satisfaction by efficiently handling drink orders and inquiries.
  • Ordered ingredients such as coffee beans, syrups, teas, milk products and other supplies as needed.
  • Managed cash register operations efficiently including accurate change making and daily deposits.
  • Followed health, safety and sanitation guidelines to pass state inspections.
  • Restocked self-service area with sweeteners, stir sticks and coffee cup sleeves.
  • Managed coffee grinding and brewing equipment, performing regular maintenance and troubleshooting as needed.
  • Collaborated with team members to ensure efficient workflow and high-quality service during peak hours.
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Memorized official and off-menu coffee and tea preparations.
  • Utilized coffee maker, espresso machine and French press to prepare coffee.
  • Provided excellent customer service by greeting customers, taking orders, and answering questions.
  • Developed and maintained relationships with regular customers, recognizing preferences and anticipating needs.
  • Prepared and served hot or cold beverages.
  • Collected payments and provided accurate change.
  • Adhered strictly to health safety regulations when handling food items or operating equipment.
  • Maintained calm demeanor during high-volume periods and special events.
  • Described menu items to customers and suggested products based on stated preferences.
  • Assisted in training new baristas on proper preparation techniques for espresso-based beverages.
  • Maintained a clean and organized work environment, including cleaning coffee machines, countertops, and seating areas.
  • Supported highest standards of conduct and service to support company reputation.
  • Resolved conflicts between customers professionally while keeping an upbeat attitude.
  • Managed cash register and processed transactions with accuracy and integrity.

CSR/DSP

CSL Plasma
OMAHA, NE
03.2022 - 12.2023
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Analyzed call trends to identify areas of improvement for customer service processes.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Maintained up-to-date knowledge of company products and services.
  • Identified customer needs and provided appropriate solutions.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Updated job knowledge by participating in educational opportunities.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Participated in team meetings or training sessions when necessary.
  • Ensured compliance with applicable laws and regulations for provision of services.
  • Documented all conversations with customers in CRM software according to company standards.
  • Excelled in exceeding daily credit card application goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Handled customer inquiries and complaints in a timely manner.
  • Processed orders, forms, applications, and requests.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Worked with cross-functional teams to achieve goals.

Lead CSR

PAYCHECK ADVANCE
OMAHA, NE
01.2019 - 03.2019
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Maintained accurate records of customer interactions and transactions.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Performed additional tasks as assigned by senior management.
  • Drafted comprehensive reports outlining team's progress towards achieving goals.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.
  • Analyzed operational trends using data from CRM systems to make recommendations for continuous improvement of our services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Identified opportunities for process improvement initiatives that enhance efficiency and improve overall customer experience.
  • Assisted in the development and implementation of customer service policies and procedures.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Developed strong customer relationships to encourage repeat business.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Handled escalated customer complaints with professionalism and empathy.
  • Monitored performance metrics such as average handle time, first contact resolution rate, and call abandonment rate to assess team performance against set goals.
  • Updated and maintained databases with current information.

Education

High School Diploma -

BELLUVE WEST HIGH SCHOOL
Bellevue, NE
05-2015

Skills

  • Tea expertise
  • Dining room maintenance
  • Latte art
  • Espresso machine operation
  • Coffee expertise
  • Opening and closing duties
  • Opening and closing coordination
  • Team player
  • Attention to detail
  • Clear communication
  • Time management
  • Positive and professional
  • Exceptional customer service
  • Cash handling

References

References available upon request.

Timeline

BARISTA

Dunkin Donuts & Baskin Robbins
01.2025 - Current

Senior Barista

SCOOTERS
12.2022 - 10.2024

CSR/DSP

CSL Plasma
03.2022 - 12.2023

Lead CSR

PAYCHECK ADVANCE
01.2019 - 03.2019

High School Diploma -

BELLUVE WEST HIGH SCHOOL

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KAITLIN JACOB