Nicole Masser
Frederick,MD
Summary
Expert retail sales professional offering 15 years experience in customer service, retail management, and restaurant operations.
Focused on exceeding sales goals. Friendly and enthusiastic individual who consistently meets customer service satisfaction goals.
Several years of restaurant experience. Managed deliveries, food preparation, temperature regulation and money collection. Skilled at updating documentation, maintaining health code standards and training new employees.
Overview
15
15
years of professional experience
Work History
Night Kitchen Manager/Server
Wags Restaurant
Frederick , MD
01.2019 - Current
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Updated daily logs, checked in deliveries and submitted weekly reports.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment, sanitation and safety.
- Prepared identical dishes numerous times daily with consistent care, attention to detail and quality.
- Changed and sanitized all cutting boards, benches and surfaces between tasks to avoid cross-contamination.
- Received food orders from cashiers and cooked items quickly to complete entire order together and serve hot.
- Greeted new customers, discussed specials, took drink orders and built immediate positive connections with guests.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Cleaned and coordinated cleaning of indoor and outdoor dining spaces- wiping tables, placing trash in receptacles and replenishing supplies.
- Kept server areas clean and stocked during service hours to increase efficiency while serving tables.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Prepared beverages and filled food orders for customers.
- Used cash registers and credit card machines to cash out customers, handling up to $500 in cash per transaction.
- Bussed and reset all tables per shift, working efficiently to keep dining room and work areas clean.
- Monitored guests for intoxication and immediately reported concerns to management, contributing to safe and welcoming environments for all patrons.
- Checked identification to enforce age regulations for alcoholic beverages.
Barista
Starbucks Corp
Frederick, MD
10.2017 - 07.2018
- Maintained regular and consistent attendance and punctuality.
- Cultivated ability to recall customers' names and address them by name.
- Prepared coffee, straightened up chairs and table, opened register and carried out other opening duties.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils and seating areas daily.
Manager
LIDS
Frederick, MD
03.2015 - 02.2017
- Trained new employees on proper protocols and customer service standards.
- Optimized store displays and appearance via strategic merchandising.
- Submitted orders for new inventory.
- Completed routine store inventories.
- Brought in over $2400 in revenue per shift.
- Managed all aspects of store operations, organization, maintenance and purchasing functions.
- Maintained work environment in clean and sanitary manner.
- Resolved customer service issues promptly.
- Alerted customers to upcoming sales events and promotions.
- Engaged with customers in a sincere and friendly manner.
- Communicated clear expectations and goals to each team member.
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
Liquor Store Clerk
The Wooden Keg
Hagerstown, MD
04.2010 - 12.2013
- Educated customers on different promotions, spirits and wines to facilitate buying decisions.
- Received payments by cash, credit and personal check and remitted correct change.
- Denied alcoholic sales to intoxicated customers and contacted management immediately when issues escalated.
- Built relationships with customers to increase likelihood of repeat business.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Stocked and replenished merchandise according to store merchandising layouts.
- Maintained established merchandising standards, including window, sales floor and promotional displays.
- Cleaned and organized the store, including the checkout desk and displays.
- Identified potential shoplifters and alerted management.
- Welcomed customers into the store and helped them locate items.
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
Education
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Hagerstown Community College
Hagerstown, MDHigh School Diploma - undefined
Smithsburg High School
Smithsburg, MD2004
Skills
- Customer service
- Friendly and outgoing
- Employee training
- Highly organized
- Sales
- Retail management
- Cash handling
- Self motivated
- Quick learner
- Beverage preparation
- Food preparation and safety
- Bar terminology expertise
Timeline
Night Kitchen Manager/Server
Wags Restaurant
01.2019 - Current
Barista
Starbucks Corp
10.2017 - 07.2018
Manager
LIDS
03.2015 - 02.2017
Liquor Store Clerk
The Wooden Keg
04.2010 - 12.2013
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Hagerstown Community College
High School Diploma - undefined
Smithsburg High School