MARIA BAKER
BALTIMORE,MARYLAND
Summary
Hard-working natural leader with 10 years of experience. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Experienced Shift Manager highly effective at keeping operations running smoothly and customers satisfied with high-quality, efficient service. Talent for proactively solving problems and keeping team members on task.
Overview
9
9
years of professional experience
Work History
Shift Manager
Krispy Kreme
03.2023 - 02.2024
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Tracked receipts, employee hours, and inventory movements.
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
Customer Service Leader
Royal Farms
01.2022 - 03.2023
- Resolved customer service issues using company processes and policies and provided updates to customers
- Greeted customers and listened closely to problems described to determine solutions
- Coached new team members on service techniques and provided scoring through quality assurance program
- Responded to customer calls and emails to answer questions about products and services
- Reviewed associate performance to identify training needs
- Took cash and credit card payments via phone, in person, and through email.
Process Assistant
Amazon
05.2018 - 02.2022
- Identified and resolved process issues to drive optimal workflow and business growth
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards
- Monitored and reported on process performance to verify compliance with established standards
- Established administrative work procedures to track staff's daily tasks
- Completed forms, reports, logs and records to quickly handle all documentation for human resources
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Certified Nursing Assistant
Rochester Manor
07.2015 - 02.2018
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment
- Documented patient information and care activities in electronic health record.
Education
G.E.D -
Community College of Beaver County
Monaca, PA04.2009
Nursing -
Woodland Job Corps
Laurel, MD04.2004
Skills
- Leadership skills
- Customer service skills
- Interpersonal skills
- Basic computer skills
- Teamwork skills
- Organizational skills
- Inventory Accuracy
- Coaching and Mentoring
- Merchandise Orders and Exchanges
- Employee Performance Evaluations
- Team-Building Exercises
- Strategic Decision-Making
Timeline
Shift Manager
Krispy Kreme
03.2023 - 02.2024
Customer Service Leader
Royal Farms
01.2022 - 03.2023
Process Assistant
Amazon
05.2018 - 02.2022
Certified Nursing Assistant
Rochester Manor
07.2015 - 02.2018
G.E.D -
Community College of Beaver County
Nursing -
Woodland Job Corps