Madison Ketchersid

• Provide excellent customer service that prioritizes making personal connections to enhance guest experiences, build rapport and encourage repeat visits.
• Maintain cleanliness and organization of the bar area and equipment.
• Mix and serve a variety of cocktails and beverages to customers.
• Assist in inventory management by restocking bar supplies, alcohol, and fruit/garnishes while communicating current and upcoming needs to management.
• Collaborate with service team members to ensure all guests receive accurate communications about out of stock bar items to avoid guest disappointment.
• Manage cash drawer at the end of each shift ensuring accuracy of funds received.
• Resolve customer complaints in an empathetic and professional manner.
• Train new bartenders on drink preparation, upselling techniques, and overall Gilly's team culture.
• Effectively multitask within a fast-paced, sophisticated environment.
• Develop good working relationships with fellow employees through effective communication and commitment to Gilly's team culture.

• Act as a team-level point person for communications specific to quarterly menu updates, required trainings, cocktail spec changes, upcoming events, and promotional specifics.
• Obtain accurate inventory of alcohol (liquor, bottled beer, kegs, bitters, etc.) and provide to Bar Manager for ordering regularly.
• Provide excellent customer service that prioritizes making personal connections to enhance guest experiences, build rapport and encourage repeat visits.
• Maintain cleanliness and organization of the bar area and equipment.
• Mix and serve a variety of cocktails and beverages to customers including a rotating menu of 60 craft beers on draft.
• Collaborate with service team members to ensure all guests receive accurate communications about out of stock bar items to avoid guest disappointment.
• Manage cash drawer at the end of each shift ensuring accuracy of funds received.
• Resolve customer complaints in an empathetic and professional manner.
• Train new bartenders on drink preparation, upselling techniques, and HopCat's sustainability efforts.
• Effectively multitask within a fast-paced environment.
• Develop good working relationships with coworkers through effective communication and being a dependable team mate.

• Acted as a trainer and mentor to new-hires throughout the various phases of opening a new HopCat location (i.e. orientation/onboarding, training workshops, soft opening, charity night, and grand opening).
• Engaged in problem-solving with new-hires during tricky guest interactions and intervened when necessary for successful guest recovery.
• Conducted workshops to facilitate learning and engagement among new-hires with varying levels of experience.
• Evaluated training effectiveness through feedback from participants, and communicated opportunities for training program improvement to Director of Training.
• Assisted in creating a positive learning environment for diverse teams in multiple areas of a new restaurant location.
• Provided one-on-one coaching to improve individual performance and confidence of servers and bartenders.
• Collaborated with Director of Training and management to align training execution with HopCat goals, values and standards.
• Provided constructive feedback and positive reinforcement to keep trainees motivated and improving.
• Explained goals and expectations required of trainees while encouraging questions to further their understanding.

As a Housing Stability Coordinator with COTS, I was responsible for 30-36 cases of individuals and families receiving assistance in some form from the organization. I was tasked with facilitating each client's journey from homelessness to housing by:

• Providing resources relevant to their specific struggles (i.e. food pantry hours and locations, clothing drives, child care options, work leads)
• Assisting them with filing annual recertification paperwork to maintain eligibility for organizational, state and federal assistance
• Helping them retrieve referrals, income verification checks, references, and more to build a strong candidate file
• Acting as a teacher and trainer in areas like interview skills, resume building, budgeting, and computer skills

While facilitating the progression of each client's case I maintained accurate records of our communications in every form in the state's HMIS database. I also was tasked by the Director of Permanent Supportive Housing with ensuring our program was compliant with federal HUD guidelines by running regular reports of our total client count and other key factors as requested and submit them to the state.

As Development Coordinator with Lexington Habitat for Humanity (LHFH), I was given three overarching responsibilities:

• Maintenance of current donor base through: utilization of Vonigo and Salesforce information systems to track donors of both financial and in-kind gifts, effectively schedule large commercial and recurrent business donations, keeping two box trucks operable 6 days a week for two ReStore locations, providing unparalleled customer service, and showing appreciation to donors through “Thank You” calls, cards, and baskets.
• Procurement of donations from new donor bases through: researching businesses in the surrounding area, creating posts to maintain social media presence, doing outreach with potential donors (commercial and residential), tabling at events, and advertisement of a free donation pick-up service.
• Further the mission of Habitat for Humanity through advocacy of programs to new donors, old donors, ReStore customers, followers of ReStore social media accounts and anyone I spoke to in my capacity as Development Coordinator.

In addition to these responsibilities, I also:

• Acted as the sole supervisor of the Donation Team across two store locations including three Donation Coordinators, several Donation Ambassadors (as many as eight at a time throughout my employment with LHFH) and several regular and semi-regular volunteers.
• Curated a unique and effective social media presence for the LHFH ReStores across several platforms (Facebook, Instagram, Wix, eBay) while maintaining customer communications and follower interactions with very little assistance.
• Spearheaded the establishment of an online store to stimulate revenue during the COVID19 pandemic with minimal assistance from my Director and no previous framework.