Sofia Penney
Everett,WA
Summary
Dynamic and customer-focused professional with extensive experience in higher management, excelling in staff training and development. Proven ability to enhance customer satisfaction through effective communication and decision-making. Recognized for improving employee retention rates and fostering a positive team environment, while adeptly managing high-pressure situations with attention to detail.
Overview
3
3
years of professional experience
Work History
Barista
Diedrich Espresso
Everett, WA
12.2024 - Current
- Maintained an organized environment when running the stand alone.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Controlled line and crowd with quick, efficient service.
Barista
Starbucks
Snohomish, WA
06.2024 - 11.2024
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
Manager
Chick-fil-A
Gloucester, VA
11.2023 - 05.2024
- 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.
- Provided exceptional service to clients, building rapport through active listening skills and empathetic responses to their needs.
- Managed high call volumes with ease, maintaining composure and professionalism under pressure.
Lead Trainer
Chick-fil-A
Gloucester, VA
09.2022 - 05.2024
- Increased employee retention rates by providing ongoing support and mentorship to new hires during their onboarding process.
- Managed a team of trainers, effectively delegating tasks and monitoring performance to maintain high-quality training delivery.
- Championed a shift towards blended learning approaches that combined face-to-face instruction with digital tools for an enhanced learning experience.
- Promoted a culture of continuous learning within the organization by regularly sharing industry trends and best practices among colleagues.
- Facilitated learning through on-the-job coaching for over 100 employees.
Education
Associate of Science - Criminal Justice
Rappahannock Community College
Gloucester06-2028
Bachelor of Science - Nursing
Everett Community College
Everett, WA06-2028
Skills
- Time management
- Friendly and outgoing
- Attention to detail
- Team player
- Customer service
- Decision-making
- Verbal and written communication
- Staff training and development
- Task delegation
- Call handling efficiency
- Call management
- Microsoft Excel and PowerPoint
Accomplishments
Senior Beta Club Honors Society member
Timeline
Barista
Diedrich Espresso
12.2024 - Current
Barista
Starbucks
06.2024 - 11.2024
Manager
Chick-fil-A
11.2023 - 05.2024
Lead Trainer
Chick-fil-A
09.2022 - 05.2024
Associate of Science - Criminal Justice
Rappahannock Community College
Bachelor of Science - Nursing
Everett Community College
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