Sofia Fiorentino
Adaptable Shift Lead with expertise in customer engagement and critical thinking. Known for resolving customer issues promptly and training new staff to achieve operational excellence. Ready to leverage skills to drive team success and enhance customer experiences.
Work History
Shift Lead
3 Years 1 Month- Started as a cashier | Took orders, learned the menu, prepared food, handled dishes, and maintained store cleanliness
- Completed coffee profiling and advanced to barista | Continued cashier duties while making drinks and assisting customers with recommendations
- Increased handling with customer communication, including over the phone and product guidance
- Promoted to Shift Lead in Spring 2024
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Implemented process improvements that enhanced team productivity and reduced wait times.
- Trained and mentored new staff on coffee preparation techniques and customer engagement strategies.
- Monitored inventory levels, placing orders to maintain stock for peak business hours.
- Resolved customer complaints promptly, ensuring a positive experience and repeat business.
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained and mentored new employees to maximize team performance.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
Education
High School Diploma
Skills
Timeline
Shift Lead
Dacula High School
Clubs/ Volunteer Work
· Volunteered at different events such as Street Wise, Dacula’s Memorial Day Parade, Special Olympics, Walk for Hope, and many more
Dacula Wrestling Manager· Manager for wrestling all four years of high school. Take scores, keep time, worked closely with referee for time, help new wrestlers with match locations, and advocate at club expos.
Student Council· Help coordinate special events i.e. homecoming, color run, A/B honor roll students party
Morning AnnouncementsWorked PowerPoint for the backdrop, teleprompter operator, and anchor for the school’s morning announcements