Maharai Santana
Round Rock,TX
Summary
Dynamic and results-driven professional with extensive experience in customer service and team leadership at Dutch Bros. Proven ability to enhance customer satisfaction through effective problem-solving and strong communication skills. Adept at training staff and optimizing operations, fostering a collaborative environment that drives team success and operational efficiency.
Overview
7
7
years of professional experience
Work History
Shift Leader
Dutch Bros
10.2021 - Current
- Supervised team of baristas to ensure high-quality service and customer satisfaction.
- Trained new staff on operational procedures and customer engagement techniques.
- Managed inventory levels, minimizing waste and optimizing product availability.
- Implemented efficiency improvements in drink preparation processes, enhancing workflow.
- Resolved customer complaints swiftly, fostering a positive brand experience.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Supported a culture of continuous improvement by identifying and addressing areas for potential growth, both individually and as a team.
- Maintained cleanliness and organization of workspace, adhering to health and safety standards.
Team Member
Target
10.2020 - 08.2021
- Assisted customers with product selection and provided exceptional service to enhance shopping experience.
- Maintained store cleanliness and organization, ensuring a welcoming environment for shoppers.
- Collaborated with team members to restock merchandise efficiently during high-traffic periods.
- Operated point-of-sale systems accurately, handling transactions and returns with attention to detail.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong cooperative relationships with coworkers and managers.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
- Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
- Assisted in the onboarding of new team members by providing guidance, support, and training resources to ensure a smooth transition into the work environment.
Team Leader
Dunkin' Donuts
05.2019 - 02.2020
- Supervised daily operations to ensure efficient workflow and high-quality service.
- Trained team members on standard operating procedures and customer service excellence.
- Assisted in inventory management, monitoring stock levels, and placing orders as needed.
- Implemented best practices for food safety and sanitation compliance throughout the team.
- Collaborated with management to develop strategies for improving customer satisfaction scores.
- Resolved customer complaints effectively, enhancing overall guest experience and loyalty.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Education
High School Diploma -
KIPP Generations Collegiate
Houston, TXAssociate of Science - Medicine
Austin Community College
Austin, Texas, TX05-2026
Skills
- Strong verbal and written communication
- Data entry
- Customer/Client relations
- Data inputting
- Schedule management
- Documentation and reporting
- Team collaboration and leadership
- Customer service management
- Creative problem solving
- Organization skills
- Time management
- Microsoft Office
- Computer skills
- Staff training
- Coaching and mentoring
Languages
Spanish
Native or Bilingual
Interests
- Getting involved in local advocacy groups to promote positive change in the community
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Reading
- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
- Fundraising Events
Timeline
Shift Leader
Dutch Bros
10.2021 - Current
Team Member
Target
10.2020 - 08.2021
Team Leader
Dunkin' Donuts
05.2019 - 02.2020
High School Diploma -
KIPP Generations Collegiate
Associate of Science - Medicine
Austin Community College