Shawna M. Thompson
Indianapolis,IN
Summary
Committed and professional individual with a successful track record in navigating emotionally charged, life-threatening, and hazardous situations. Proficient in dispatch procedures and policies, ensuring efficient response and resolution. Extensive experience and familiarity with the geography and streets of Indianapolis, enabling swift and accurate navigation.
Overview
11
11
years of professional experience
Work History
Bartender
Barton's Pub
Indianapolis, Indiana
05.2013 - Current
- Developed new signature cocktails to enhance bar reputation and increase profits in conjunction with assisting servers with specialty drink orders by preparing on-demand items without delay
- Consulted with management to organize special events and promotions such as karaoke night to encourage patrons to return and also to bring in new customers
- Stayed up to date on state laws regarding alcoholic beverage services and maintained above average compliance for inspections
- Handled significant amounts of cash on daily basis, which built loyalty with the owners and routinely closed out cash registers while preparing detailed reports with superb accuracy
- Created and monitored the bar's social media presence to increase marketing strategies along with varying ages of patronage
- Completed regular bar inventories and daily requisition sheets and increased sales and profits
- Recruited and trained incoming bartenders and barbacks and I also scouted and auditioned performers for various special events
Office Manager Bookkeeper
Fitness Direct
San Diego, Indianapolis
12.2015 - 04.2017
- Monitored high-volume phone lines each day and displayed proper phone etiquette
- Worked with difficult or frustrated customers to understand service requirements and provide exceptional first level care
- Supervised several technicians in providing excellent customer service to callers requiring delivery and/or maintenance for their equipment
- Liaised between operations, customers, service technicians, and manufacturer service representatives to coordinate appropriate equipment maintenance
- Maintained financial details such as accounts receivable, accounts payable, and payroll records for 5 remote service technicians that worked exclusively in the field
- This required monitoring their GPS locations and duration to and from service calls or deliveries
General Manager
Jolt N' Joes
San Diego, California
10.2015 - 04.2017
- Protected business, team members and customers by monitoring alcohol consumption and keeping operations in line with the State legal service requirements
- Managed ingredients and alcohol product use by assessing inventory, availability, customer traffic, and popularity of items ultimately resulting in a 65% food waste reduction
- Set schedules for the team by planning and designating server & bartender shifts in correlation with operating hours and the staffs' availability
- Prepared relevant business plans by reviewing demand, analyzing competitors, and developing projections for sales and finances
- Processed credit and write off adjustments when necessary to the appropriate G/L account
- Helped general management develop a budget as well as sales prices that were based on inventory cost, quality, and portion sizes
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings into the bank each afternoon (including weekends)
Customer Service Representative
Estes
Indianapolis, Indiana
08.2014 - 10.2015
- Assisted over 80 - 100 customers during each shift to meet fast-paced, call-center demands by approaching conversations with a positive attitude and the ability to think pro-actively
- Adhered to company policies and scripts to consistently surpass call-time and quality standards while maintaining accurate and current customer account-data with manual forms processing (whenever necessary) and digital information updates
- Sought out training opportunities to enhance customer relationship and management abilities to further boost satisfaction scores
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Used company troubleshooting resolution tree to evaluate route and delivery
Education
GED - General Education Diploma
Ben Davis High School
01.2006
High School Coursework
Pike High School
Indianapolis, IN01.2004
Skills
- Highly Adaptable
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Data Analysis
- Ability to Prioritize
- Thoroughly Organized
- Interpersonal Skills
- Written Communication
- Verbal Communication
- Decision-Making
- Strong Attention to Detail
- Time Management
- Resourcefulness
- Critical Thinking
- Invoice Creation
- Collection Strategies
- Account Reconciliation
- Initiates Process Improvement
Timeline
Office Manager Bookkeeper
Fitness Direct
12.2015 - 04.2017
General Manager
Jolt N' Joes
10.2015 - 04.2017
Customer Service Representative
Estes
08.2014 - 10.2015
Bartender
Barton's Pub
05.2013 - Current
GED - General Education Diploma
Ben Davis High School
High School Coursework
Pike High School