Mary Floyd
Lancaster,CA
Summary
Seasoned Retail Manager with more than 5 years of experience combining management and customer service expertise in a multi national coffee chain and large public speaking engagements. Looking for a position as management in a fast growth company.
Overview
17
17
years of professional experience
Work History
Shift Supervisor
Dutch Bros
Lancaster, CA
12.2021 - Current
- Resolved customer complaints and reported issues to senior management.
- Reinforced rules to promote superior employee performance.
- Evaluated and performed equipment maintenance to support operational goals.
- Delegated tasks to employees and monitored activities and task completion.
- Checked orders for quality and completeness.
- Evaluated employee performance, delivering individualized feedback and praise.
- Assisted upper management with daily operations to meet standards of service and quality.
Shift Leader
Torrid Clothing Store
Lancaster, CA
07.2021 - 11.2021
- Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
- Handled escalated customer concerns and emergencies in absence of manager or supervisor.
- Complied with company safety procedures, policies and regulations to promote safe working environment.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Identified needs of customers promptly and efficiently.
- Determined consumer needs to provide products and services appealing to larger market.
Assistant Store Manager
Starbucks
Lancaster, CA
08.2014 - 07.2020
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Handled scheduling for store shifts to achieve adequate staffing.
- Maintained inventory by checking merchandise to determine levels.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
Assistant Manager
Big D Oil Co
Wright, WY
04.2011 - 06.2013
- Check temperatures of freezers, refrigerators, or heating equipment to ensure proper functioning
- Create signs to advertise store products or events
- Prepare or serve hot or cold beverages, such as coffee, espresso drinks, blended coffees, or teas
- Provide customers with product details, such as coffee blend or preparation descriptions
- Demonstrate the use of retail equipment, such as espresso machines
- Public Speaker
- State of South Dakota Workforce Diversity
- Articulating clearly
- Assessing the needs and priorities of a potential audience of conference attendees
- Controlling performance anxiety
- Creating attractive PowerPoint slides with the right amount of detail
- Drafting an evaluation form that attendees are likely to complete
- Grabbing the attention of the audience with a powerful opening
- Maintaining eye contact with the audience and providing an energetic, animated physical presence
- Memorizing enough content so that the speech does not come off as a reading of notes
- Organizing a logical flow to a speech
- Speaking to large crowds of upwards of 500
- Engage audiences to make a difference within their life
- Speak about personal dealings in life with public audiences
- Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products
- Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
- Manage staff, preparing work schedules and assigning specific duties
- Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory
- Plan store layouts or design displays
- Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes.
Blood Donation Coordinator
Vitalant
Rapid City, SD
08.2008 - 05.2010
- Formerly United Blood Services)
- Confer with company officials to develop methods and procedures to increase donations, expand markets, and promote business
- Listen to and resolve customer complaints regarding services, products, or personnel
- Monitor staff performance to ensure that goals are met
- Met and exceeded goals of donations received
- Goal set was 25-30 units per blood drive, was able to double that number at multiple drives.
Education
Associate of Arts - Hospitality
Black Hills State University
05.2010
High School Diploma -
Saint Thomas More High School
Skills
- Sales and Marketing Customer and Personal Service
- Speaking Instructing
- Coordination Social Perceptiveness
- Active Learning
- Greet customers and ask about the quality of service they are receiving
- Conduct employee training in equipment operations or work and safety
- assign employee training to experienced workers
- Confer with management or subordinates to resolve worker problems,
- Improve production methods, equipment performance, product quality,
- Provide customer service by greeting and assisting customers, and
- Responding to customer inquiries and complaints
- Direct and supervise employees engaged in sales, inventory-taking,
- Monitor sales activities to ensure that customers receive satisfactory
- Inventory stock and reorder when inventory drops to a specified level
- Instruct staff on how to handle difficult and complicated problems
- Training Program Design
- Leadership Development
Timeline
Shift Supervisor
Dutch Bros
12.2021 - Current
Shift Leader
Torrid Clothing Store
07.2021 - 11.2021
Assistant Store Manager
Starbucks
08.2014 - 07.2020
Assistant Manager
Big D Oil Co
04.2011 - 06.2013
Blood Donation Coordinator
Vitalant
08.2008 - 05.2010
Associate of Arts - Hospitality
Black Hills State University
High School Diploma -
Saint Thomas More High School