Rochell Roman
Raleigh,NC
Summary
Dynamic leader with proven expertise in coffee mastery and sales proficiency, honed at Starbucks and other notable establishments. Excelled in elevating customer satisfaction and loyalty through effective complaint resolution and exceptional service, achieving notable sales targets. Skilled in Microsoft Excel and fostering team motivation, I bring a track record of enhancing operational efficiency and employee retention.
Overview
10
10
years of professional experience
Work History
Barista Trainer
Starbucks
03.2022 - Current
- Consistently met or exceeded monthly sales targets through exceptional customer service and proactive selling techniques.
- Increased employee retention by fostering a positive, supportive work atmosphere.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Provided ongoing feedback to trainees on their progress, offering constructive criticism when necessary while celebrating achievements regularly.
Assistant Manager
Guasaca Arepa and Salsa Grill
08.2016 - 07.2020
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Customer Service Representative
Compare Foods
08.2014 - 07.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
Education
Master of Science - Applied Nutrition And Health
Arizona State University
Tempe, AZ12-2026
Skills
- Cleanliness standards
- Health and safety compliance
- Coffee expertise
- Sales proficiency
- Leadership experience
- Barista mentoring
- Team motivation
- Budgeting and finance
- Customer rapport
- Project management abilities
- Microsoft Excel
- Customer satisfaction measurement
- Complaint resolution
- Scheduling
- Microsoft PowerPoint
- Spreadsheets
- Cross-cultural communication
Languages
Spanish
Native or Bilingual
Timeline
Barista Trainer
Starbucks
03.2022 - Current
Assistant Manager
Guasaca Arepa and Salsa Grill
08.2016 - 07.2020
Customer Service Representative
Compare Foods
08.2014 - 07.2016
Master of Science - Applied Nutrition And Health
Arizona State University
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