Lucy Coles
Lafayette,IN
Summary
Dynamic Shift Lead at Dutch Bros with a strong focus on customer service and team motivation. Successfully implemented process improvements that enhanced workflow efficiency, while training staff to deliver exceptional guest experiences. Proficient in inventory management and conflict resolution, fostering a positive environment that drives performance and satisfaction.
Overview
4
4
years of professional experience
Work History
Shift Lead
Dutch Bros
06.2025 - Current
- Supervised barista team, ensuring adherence to operational standards and quality control.
- Trained new staff on customer service protocols and beverage preparation techniques.
- Managed inventory levels, optimizing stock rotation and minimizing waste.
- Coordinated shift schedules to align staffing with peak business hours and events.
- Implemented process improvements that enhanced workflow efficiency during busy periods.
- Resolved customer complaints promptly, fostering a positive service environment.
- Monitored performance metrics, providing feedback to team members for continuous improvement.
- Completed store opening and closing procedures and balanced tills.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
Waitress
Christos
08.2022 - 07.2025
- Delivered exceptional customer service in fast-paced dining environment.
- Collaborated with kitchen staff to ensure timely meal delivery and presentation.
- Assisted in training new team members on menu items and service protocols.
- Managed customer inquiries and complaints, enhancing overall dining experience.
- Adapted to changing priorities during peak hours, maintaining high service quality.
- Maintained cleanliness and organization of dining area to meet health standards.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
Orthodontic Assistant
Ashcraft
08.2024 - 06.2025
- Assisted orthodontist during patient procedures, including placement and removal of braces, wires, and orthodontic appliances
- Prepared patients for treatment by reviewing medical histories and explaining procedures to ensure comfort and understanding
- Sterilized instruments and maintained a clean, organized clinical environment in compliance with OSHA and infection control standards
- Adjusted archwires, replaced elastics, and removed bonding materials under supervision
- Provided patient education on oral hygiene, appliance care, and post-procedure instructions
- Scheduled appointments and updated patient records using dental practice management software
- Maintained positive patient relationships and ensured a welcoming experience for patients of all ages
- Delivered chairside assistance in a high-volume orthodontic practice, supporting efficient patient flow
Education
Dental Assistanting - Dental Assistanting
Accelerated Academy
Lafayette, IN03.2025
Skills
- Customer service focus
- Employee training
- Guest service
- Team motivation
- Conflict resolution
- Sales proficiency
- Rules enforcement
- Performance improvement
- Staff motivation
- Coaching and mentoring
- Inventory management
- Relationship management
- Shift leadership
- Positive attitude
- Problem-solving
- Daily workflows
Timeline
Shift Lead
Dutch Bros
06.2025 - Current
Orthodontic Assistant
Ashcraft
08.2024 - 06.2025
Waitress
Christos
08.2022 - 07.2025
Dental Assistanting - Dental Assistanting
Accelerated Academy