Summary
Overview
Work History
Education
Skills
Timeline
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Lena Ferguson

Critz,VA

Summary

Proven leader in high-paced environments, adept at POS system proficiency and exceptional customer service, demonstrated at multiple service industry positions. Skilled in de-escalating situations and upselling, with a track record of enhancing customer satisfaction and retention. Expert in managing cash transactions and fostering a welcoming atmosphere.

Overview

32
32
years of professional experience

Work History

Head Bartender

Scuffle Hill Brewing Company
Collinsville, VA
01.2025 - Current
  • Ensured accurate cash handling procedures were followed at all times.
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Persuaded highly intoxicated customers to stop drinking and arranged alternative transportation.
  • Resolved customer complaints in a professional manner while adhering to company policies and procedures.
  • Managed accurate bar tabs and processed cash and credit card transactions.
  • Greeted frequent visitors by name and explained new promotions.
  • Effectively multitasked within fast-paced environment.
  • Carefully inspected identification of customers to verify age requirements for purchase of alcohol.

Head Bartender

Renewal Brewing
Martinsville, VA
08.2024 - Current
  • Ensured accurate cash handling procedures were followed at all times.
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Resolved customer complaints in a professional manner while adhering to company policies and procedures.
  • Managed accurate bar tabs and processed cash and credit card transactions.
  • Greeted frequent visitors by name and explained new promotions.
  • Effectively multitasked within fast-paced environment.

Head Bartender

Mountain Valley Brewing
Axton, VA
11.2020 - 12.2024
  • Ensured accurate cash handling procedures were followed at all times.
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Persuaded highly intoxicated customers to stop drinking and arranged alternative transportation.
  • Resolved customer complaints in a professional manner while adhering to company policies and procedures.
  • Managed accurate bar tabs and processed cash and credit card transactions.
  • Planned and coordinated special events to boost customer numbers and profits.
  • Greeted frequent visitors by name and explained new promotions.
  • Effectively multitasked within fast-paced environment.
  • Carefully inspected identification of customers to verify age requirements for purchase of alcohol.

Teller

Wells Fargo
Clearwater, FL
08.2016 - 09.2019
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Identified fraudulent activity or suspicious behavior immediately reported it to management.
  • Adhered strictly to all security procedures related to handling money at the teller window.
  • Continuously updated knowledge about banking products, services, policies and regulations.
  • Directed specific questions to appropriate branch personnel.
  • Delivered exceptional service to customers in person or over telephone.

Secretary

Frazee Construction
Key West, FL
04.2015 - 06.2016
  • Created agendas and took minutes during meetings; distributed notes in a timely manner afterwards.
  • Responded to customer issues to provide immediate resolution and improve retention.
  • Created and updated spreadsheets to track and report data.
  • Provided administrative support to the Office Manager and other staff members.
  • Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
  • Ordered office supplies to purchase items and maintain appropriate levels.
  • Coordinated communications, taking calls, responding to emails and interfacing with clients.
  • Greeted visitors in a professional manner and directed them to appropriate personnel or offices.

Bartender

World Of Beer
Key West, FL
10.2012 - 03.2015
  • Ensured proper sanitation of bar area, glassware, utensils, and equipment.
  • Communicated with security staff to de-escalate customer conflicts and remove customers if necessary.
  • Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
  • Remained calm and poised during busy periods, promoting great customer service to guests.
  • Processed payments accurately and efficiently with POS system.
  • Checked identification cards for proof of age prior to serving alcohol beverages.
  • Provided drink suggestions to customers based on their preferences.
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Greeted customers and provided excellent customer service.

Office Manager

Royal Electric Company of Central Florida, Inc
Altamonte Springs, FL
01.1993 - 08.2012
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Maintained confidential records relating to personnel matters.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Administered payroll and maintained proper documentation of employee personnel.
  • Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.

Education

High School Diploma -

The Masters Academy
Winter Park, FL
06-1992

Skills

  • Customer service
  • Reconciling cash drawers
  • POS system proficiency
  • Managing cash register
  • Sales and upselling techniques
  • Retaining information

Timeline

Head Bartender

Scuffle Hill Brewing Company
01.2025 - Current

Head Bartender

Renewal Brewing
08.2024 - Current

Head Bartender

Mountain Valley Brewing
11.2020 - 12.2024

Teller

Wells Fargo
08.2016 - 09.2019

Secretary

Frazee Construction
04.2015 - 06.2016

Bartender

World Of Beer
10.2012 - 03.2015

Office Manager

Royal Electric Company of Central Florida, Inc
01.1993 - 08.2012

High School Diploma -

The Masters Academy

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Lena Ferguson