Summary
Overview
Work History
Education
Skills
Timeline
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Shanna Lawrence

Gulf Shores,AL

Summary

Proven leader with a track record of enhancing customer satisfaction and streamlining operations at Rouses Supermarket. Excelled in employee supervision and operations management, significantly improving workflow efficiency. Skilled in Microsoft Excel and known for exceptional problem-solving abilities, consistently delivering results beyond expectations.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

13
13
years of professional experience

Work History

Cash Office Manager/Front End Customer Service Manager

Rouses Supermarket
03.2023 - Current
  • Ensured compliance with company policies and financial regulations through regular reviews of cash handling procedures.
  • Managed the preparation of daily bank deposits while maintaining accurate records of all transactions for auditing purposes.
  • Collaborated with accounting teams to reconcile any discrepancies found during end-of-month financial close activities promptly and accurately.
  • Implemented effective loss prevention strategies by closely monitoring transactions, identifying suspicious activities, and taking appropriate action when necessary.
  • Increased overall operational efficiency within the cash office by evaluating current practices, identifying areas for improvement, and implementing changes where needed.
  • Established clear expectations regarding workplace conduct through regular team meetings that emphasized professionalism and respect among colleagues.
  • Improved cash handling accuracy by implementing standardized procedures and providing staff training.

Manager

Seaside Liquor Store
04.2022 - 02.2023
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.

Manager on Duty

Hampton Inn By Hilton
02.2020 - 03.2022
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Provided exceptional customer service, addressing concerns promptly and ensuring repeat business from satisfied clients.
  • Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
  • Improved team productivity by implementing efficient scheduling and task delegation processes.
  • Reduced employee turnover by fostering a positive work environment and offering professional development opportunities.
  • Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
  • Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
  • Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
  • Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
  • Collected room deposits, fees, and payments.
  • Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
  • Trained new front desk agents on policies and procedures, ensuring consistent execution of hotel standards.
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.

Server

Buffalo Wild Wings
05.2019 - 01.2020
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Maintained a clean and orderly dining area for an enjoyable guest experience.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
  • Bussed and reset tables to keep dining room and work areas clean.

Manager

Whisey Business
07.2014 - 03.2019
  • Established rapport with clientele through attentive listening skills and genuine engagement in conversations.
  • Managed inventory and ordering supplies, resulting in minimized waste and optimized stock levels.
  • Trained new bartenders on mixology techniques, customer service standards, and company policies to ensure consistent quality across the team.
  • Maximized profitability by implementing cost-effective strategies for purchasing and waste reduction.
  • Addressed customer concerns promptly and professionally, leading to enhanced patron loyalty and repeat business.
  • Served high customer volumes during special events, nights, and weekends.
  • Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.

Assistant Manager

Dollar General Store
11.2011 - 05.2014
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Managed inventory levels to minimize stockouts while reducing overhead costs.

Education

High School Diploma -

Ada High School
Ada, OK
05-1994

Skills

  • Customer service

  • Employee supervision

  • Cash handling expertise

  • Operations management

  • Workflow optimization

  • Fraud prevention

  • Customer satisfaction

  • Reliability and punctuality

  • Patience and composure

  • Problem-solving

  • Microsoft outlook, word, and Excel

  • Training and mentoring

Timeline

Cash Office Manager/Front End Customer Service Manager

Rouses Supermarket
03.2023 - Current

Manager

Seaside Liquor Store
04.2022 - 02.2023

Manager on Duty

Hampton Inn By Hilton
02.2020 - 03.2022

Server

Buffalo Wild Wings
05.2019 - 01.2020

Manager

Whisey Business
07.2014 - 03.2019

Assistant Manager

Dollar General Store
11.2011 - 05.2014

High School Diploma -

Ada High School

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Shanna Lawrence