Tiana Grau
Orlando,FL
Summary
Serviced-focused General Manager dedicated to delivering positive customer experiences to promote loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, good planning abilities and interpersonal communication strengths.
Overview
18
18
years of professional experience
Work History
General Manager
Goodwill Industries of Central Florida
04.2018 - 06.2023
- Generated revenue, controlled store expense budget, and stayed within defined guidelines, including payroll expenses
- Supervise, plan, and maintain organization of store personnel
- Managed budget development, forecasting, and financial reporting processes to track progress toward organizational objectives accurately.
- Evaluations of employees, and when needed take appropriate disciplinary actions and make termination recommendations
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- I maintain effective communication with other department leaders to work in collaboration
- Ensured store was maintained and standard to company safety policies, and that all employees were trained and knowledgeable of safety policies and procedures.
Shift Supervisor, Manager
Starbucks
06.2012 - 09.2016
- Scheduling, weekly reports, and payroll
- Maintained a professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintaining store cleanliness, food safety
- Ensuring the store complies with company standards and state and federal laws.
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on the same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Delivered successful training to more than 25 employees during tenure, educating them on successful work processes and productivity strategies.
Sales and Service Specialist
Bank of America
09.2010 - 03.2012
- Advise and assist customers with their banking needs
- This included opening checking and savings accounts, credit cards, CDs, and investment accounts, and applying for home mortgages
- Meeting daily goals in referrals and amount of accounts opened.
- Developed strong rapport with customers, fostering loyalty and trust for sustained business growth.
- Delivered exceptional customer service, resulting in increased repeat business and client referrals.
Shift Supervisor, Manager
Starbuck
08.2007 - 10.2009
- Managed workflow during shift, delegated tasks, trained new partners, handled money in-store safe, stored deposits, and inventory, ordered supplies, made sure partners were up to date with new company policies and store manager updates
- Maintaining store cleanliness, food safety
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.
- Delivered successful training to more than 25 employees during tenure, educating them on successful work processes and productivity strategies.
Receptionist
Institute For Contemporary Psychotherapy
10.2005 - 07.2007
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Assisted with onboarding new clients and securing paperwork completion.
Education
Human Resource Management -
Southern New Hampshire University
Online05.2024
Skills
- Leadership and team building
- Customer Service
- Problem Resolution
- Operations Management
- Team Player
- Training and coaching
- Training and Development
- Verbal and written communication
- P&L Management
- Customer Retention
- Data Entry
- Organization skills
Timeline
General Manager
Goodwill Industries of Central Florida
04.2018 - 06.2023
Shift Supervisor, Manager
Starbucks
06.2012 - 09.2016
Sales and Service Specialist
Bank of America
09.2010 - 03.2012
Shift Supervisor, Manager
Starbuck
08.2007 - 10.2009
Receptionist
Institute For Contemporary Psychotherapy
10.2005 - 07.2007
Human Resource Management -
Southern New Hampshire University
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