Olivia Pepper
Oakland,CA
Summary
Proactive team member with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
11
11
years of professional experience
Work History
Shift Lead
Annie’s Annuals & Perennials
10.2023 - 07.2024
- Opening and closing duties
- Managing schedules
- Approving sick leave
- Supervising employees
- Training new employees
- Writing an end of day email to the owner consisting of the sales for the day compared to that time last year
- Ensure sales goals are met
- Cash handling and customer service
- Assisted in maintaining the nursery through weeding, upholding cleanliness, repainting nursery structures, removing dying plants and being able to identify sick crops
- Resolving customer email questions and complaints
- Responding to customer voicemails
- Getting certified for and driving a forklift
- Learning an inventory of over 900 plants and their latin names
- Assisting vendors and botanical speakers who were giving presentations and pop-up shops
- Ordering goods and supplies
- Taking inventory of products being sold and staff supplies
- Setting up and counting out the cash drawers
- Being able to troubleshoot everyday tech issues
- Keeping track of what products are selling well and what can be dropped from inventory
- Delegating tasks.
Cannabis Consultant/Back of House Manager
Have A Heart
01.2022 - 09.2023
- Dispensed Cannabis products accurately and efficiently
- Packed orders for online as well as in store orders
- Basic math, P.O.S
- Evaluate client needs and expectations to provide excellent service.
- Maintained professional courtesy in a fast paced environment with peers, management, and customers
- Daily opening and closing duties
- Studied product knowledge in order to effectively serve the customer
- Data entry: checking that prices are within the correct markup, creating product profiles within Blaze consisting of strain and company information as well as packing and expiration dates, updating online menu on Dutchie and Blaze
- Intaking deliveries
- Quality control: maintaining a 30/60/90 day expiration list for products, disposing of expired products, damaging out returns
- Double checking that prices and markups were up to date.
- Disposing of expired product.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver goals for employees.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Floor Manager
Crossroads Trading Co.
06.2019 - 12.2021
- Resolve customer complaints with patience and clear communication.
- Cash handling.
- Doing "bank runs" for the store's register needs.
- Performing managerial tasks such as conducting monthly store "write offs", and the rise and fall of trends selling in our store.
- Training new employees.
- Creating the schedule
- Managing employee breaks
- Key holder duties (opening and closing).
- Managed team of 13 employees to maintain smooth-running operations of shop floor.
- Writing the daily closing sales report to the District and Regional Managers.
- Boosted employee morale by recognizing outstanding performances, resulting in higher productivity levels.
- Managed daily store operations for smooth functioning and achieving sales targets.
- Created an inclusive workplace atmosphere that fostered teamwork among employees of diverse backgrounds.
Brioche Baker
Mr Holme’s Bakehouse
04.2018 - 06.2019
- Opening duties: being the first employee to arrive in the morning to prep the kitchen for the rest of the day.
- Mixing dough for cookies, doughnuts croissants and other pastries.
- Baking off 1200 pastries.
- Making creams, jams, sauces and garnishes.
- Frying, filling and finishing donuts and other pastries
- Maintaining a clean work station.
- Assisting with menu curation.
- Produced consistently high-quality baked goods for customers.
- Complied with health and safety codes to protect staff and customers.
- Collaborated with team members to complete tasks and maintain smooth running of bakery.
- Ensured product freshness by implementing proper storage techniques and regularly rotating stock.
- Increased production efficiency through effective time management and multitasking during busy periods.
- Trained and supervised new employees on bakery operations and procedures.
- Filled and garnished pastries.
- Developed creative seasonal recipes, attracting new customers and increasing bakery sales.
Floor Manager
Bed, Bath & Beyond
05.2016 - 08.2017
- Key Holder, opening and closing the store
- Creating a schedule that prioritized coverage during peak store hours.
- Creating bridal registries
- Improved customer satisfaction by addressing and resolving concerns promptly and efficiently.
- Performing "bank runs" for register needs.
- Training new employees
- Cash handling duties.
- Managed store inventory and stock levels to maintain availability of products.
- Oversaw supply restocking, area cleaning, and product organization.
- Made personal recommendations for customers by sharing product knowledge and demonstrating product.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed daily store operations for smooth functioning and achieving sales targets.
- Created an inclusive workplace atmosphere that fostered teamwork among employees of diverse backgrounds.
- Assisted customers in locating desired products quickly and provided knowledgeable advice on selections when needed.
- Trained staff on at least one new product a month, ensuring knowledgeable customer service.
Phone Canvasser
Clean Water Action
05.2014 - 12.2014
- Called approximately 300 members, a day, of the organization to update them on current and upcoming campaigns and solicit further donations.
- Increased voter turnout by conducting phone surveys and gathering crucial data on voter preferences.
- Built rapport with constituents using excellent communication skills during phone conversations.
- Collaborated closely with fellow canvassers in sharing best practices and refining outreach strategies for improved results.
- Secured commitments from undecided voters with tailored messages focused on their concerns and priorities.
- Improved overall campaign performance by identifying key issues affecting voters through thorough research and analysis.
- Exceeded set targets for voter commitment numbers by employing effective persuasion techniques during conversations.
- Strengthened voter databases by ensuring accurate contact information was up-to-date and properly organized.
Sales Opener / Trainer
Customer Lobby
04.2013 - 05.2014
- Cold called approximately 400 potential customers, a day, to pitch the company’s product and persuade them to speak with a sales representative who would close the deal.
- Trained new team members on company policies, procedures, and compliance regulations to maintain high-quality service standards.
- Sharing techniques with teammates to better optimize how the office works.
- Recorded pertinent data into company's digital database to document current and potential clients.
- Implemented feedback from management to continually improve performance in the Opener role over time.
- Developed relationships with clients through exceptional customer service, leading to increased client retention and referral business.
- Streamlined account opening process for faster service and increased customer satisfaction.
- Identified malfunctions or failures by routinely monitoring and analyzing equipment operations.
Education
Baking And Pastry Making - Baking And Pastry Making
San Francisco Art Institute
San Francisco, CA05.2018
English and Literature -
Berkeley Community College
Berkeley, CA04.2016
Graduated -
Broken Arrow High School
Broken Arrow, OK05.2006
Skills
- Conflict Resolution
- Rules Enforcement
- Performance Improvement
- Cash Handling
- Positive Attitude
- Problem-Solving
- Team Leadership
- Complaint resolution
- Inventory Counts
- Staff Supervision
- Task Prioritization
- Team motivation
- Employee Training
- Customer service focus
References
Available Upon Request
Timeline
Shift Lead
Annie’s Annuals & Perennials
10.2023 - 07.2024
Cannabis Consultant/Back of House Manager
Have A Heart
01.2022 - 09.2023
Floor Manager
Crossroads Trading Co.
06.2019 - 12.2021
Brioche Baker
Mr Holme’s Bakehouse
04.2018 - 06.2019
Floor Manager
Bed, Bath & Beyond
05.2016 - 08.2017
Phone Canvasser
Clean Water Action
05.2014 - 12.2014
Sales Opener / Trainer
Customer Lobby
04.2013 - 05.2014
Baking And Pastry Making - Baking And Pastry Making
San Francisco Art Institute
English and Literature -
Berkeley Community College
Graduated -
Broken Arrow High School
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