Lily Carlan
Gainesville,Georgia
Summary
High-energy Usher restores venues to neat and professional appearance in quick order. Works well with guests, team members and management to provide outstanding experiences. Adept at managing security, maintenance and cleaning operations. 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. Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Developed strong customer service and time management skills in fast-paced environment. Demonstrated ability to thrive in high-pressure situations while maintaining attention to detail and quality. Looking to transition into new field where these transferrable skills can be effectively utilized.
Motivated Service Worker with exceptional social skills, communication abilities and customer service background. Dedicated to following health and safety guidelines and handling food items properly. Pursues every opportunity to support team members and proactively address issues.
Overview
5
5
years of professional experience
Work History
Barista
Scooter's Coffee
07.2024 - Current
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Maintained regular and consistent attendance and punctuality.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Used POS system to accurately enter orders and process payments.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Learned special recipe items and seasonal offerings to best meet customer needs.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Packaged bagels, muffins and other food items for customer purchase.
- Followed exact recipes for mixing and preparing beverage and food items.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Controlled line and crowd with quick, efficient service.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Cleaned counters, machines, utensils, and seating areas daily.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Supported training efforts for new hires, sharing knowledge of coffee making techniques and customer service standards.
- Prevented infections and maintained store professionalism by cleaning and sanitizing work areas daily.
- Prepared specialty drinks such as cappuccinos, lattes and mochas.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Showcased versatility by assisting in other areas of the café as needed, including food preparation or table service when required.
- Helped management keep adequate supply on hand by notifying of shortages.
- Minimized spoilage with proper use of first-in-first-out stock procedures.
- Fostered loyal customer base by remembering regulars' orders and preferences, making them feel valued.
- Streamlined ordering process, reducing wait times and increasing customer satisfaction.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Usher Supervisor
Gainesville Theatre Alliance
08.2022 - 11.2023
- Handled escalated customer complaints personally to maintain high satisfaction rates.
- Provided knowledgeable service when answering questions and greeted customers with friendly demeanor.
- Conducted regular training sessions with ushers on customer service best practices.
- Ensured all guests were greeted in a friendly manner, directed them to their seats, and assisted with any special needs or requests.
- Provided guidance and direction to ushers on the daily operations of their job duties.
- Coordinated with other departments such as security, maintenance, ticketing, and concessions to ensure smooth operations.
- Collaborated with the box office manager on pre-event preparations such as seat assignments or will call tickets.
- Performed post-event cleanup activities including collecting trash from seating areas or restocking concession stands.
- Monitored inventory levels of supplies needed for events such as programs or maps.
- Resolved customer complaints efficiently and professionally in order to maintain a positive guest experience.
- Controlled access points during events in order to prevent unauthorized entry into restricted areas.
- Communicated event information including seating arrangements, crowd control policies, safety regulations. to ushers prior to each event.
- Checked assigned sections for cleanliness and assisted in keeping venue clean during, between, and after shows.
- Directed guests to correct location by documented ticket seats and answered questions about facility amenities.
- Determined authenticity and applicability of presented tickets.
- Provided client service by distributing programs, answering patron's questions and selling tickets and merchandise.
- Complied with health and sanitation practices and procedures.
- Monitored activities to enforce rules and safety procedures or arrange removal of unruly patrons.
- Settled disputes or helped solve other customer concerns.
Ticketing Supervisor
Gainesville Theatre Alliance
08.2022 - 11.2023
- Delivered attentive and responsive customer service by leading resolution of internal and external ticketing questions and concerns consistently, courteously and respectfully.
- Resolved customer complaints in a timely manner.
- Recruited and trained supervisory staff members and equipped supervisors to train, mentor and lead customer-facing ticket teams.
- Supervised ticketing staff, ensuring that customer service was of the highest quality.
- Trained new staff members on ticketing system processes and procedures.
- Provided technical support to staff on ticketing system software.
- Resolved customer complaints or answered customers' questions.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Interpreted and explained work procedures and policies to brief staff.
- Recruited, interviewed and selected employees to fill vacant roles.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
Sales Associate
Trail of Terror
08.2019 - 10.2021
- Greeted customers and provided exceptional customer service.
- Handled customer complaints in a professional manner.
- Helped dress and prepare scare actors/actresses for nightly duties.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Greeted customers to determine wants or needs.
- Answered store and merchandise questions and led customers to wanted items.
- Described merchandise and explained use, operation and care.
Education
Bachelor of Arts - Theatre Arts
Brenau University
Gainesville, GA04-2027
High School Diploma -
East Hall High School
Gainesville, GA05-2022
Skills
- Emergency Preparedness
- Staff Training and Development
- Guest Relations
- Scheduling and Planning
- Guest and Client Satisfaction
- Payment Methods
- Ticket Purchasing
- Performance Improvement
- Ticket Taking
- Customer Relations
- Verbal Communication
- Professional Appearance
- Strong Interpersonal Skills
- Cleaning and Sanitizing
- Guest Service
- Complaint Handling
- Staff Management
- Handling Complaints
- Customer Service
- Effective Communication
- Professionalism
- Staff Scheduling
- Adaptability
- Team Leadership
- Reliability
- Time Management
- Decision-Making
- Active Listening
- Problem-Solving
- Multitasking and Organization
- Interpersonal Skills
- Staff Development and Training
- Teamwork and Collaboration
- Listening Skills
- Problem-Solving Skills
- Goal-Oriented
- Reliable and Punctual
- Verbal/Written Communication
Timeline
Barista
Scooter's Coffee
07.2024 - Current
Usher Supervisor
Gainesville Theatre Alliance
08.2022 - 11.2023
Ticketing Supervisor
Gainesville Theatre Alliance
08.2022 - 11.2023
Sales Associate
Trail of Terror
08.2019 - 10.2021
High School Diploma -
East Hall High School
Bachelor of Arts - Theatre Arts
Brenau University
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