Zhaunna Smith
Owings Mills,MD
Summary
Energetic, results-driven Department Manager committed to maintaining highest quality of customer excellence. Develops and implements innovative incentives to drive employee motivation. Adeptly navigates cost-concern and workforce-management issues to maintain streamlined operations.
Overview
5
5
years of professional experience
Work History
Department Manager
Giant Food/Starbucks
Owings Mills, MD
10/01/22 - Current
- Managing the day-to-day operations of a Starbucks store
- Hiring, training, and developing employees
- Ensuring customer satisfaction and resolving complaints
- Upholding safety and quality standards
- Handling cash transactions and inventory
- Creating schedules and managing staff performance
- Developing and implementing strategies to increase sales and profitability
- Lead and manage a team of 10 employees in the Department, ensuring that all tasks are completed efficiently and on time.
- Ensured compliance with all safety regulations in the workplace.
- Conducted regular performance reviews to monitor progress of individual employees.
- Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
- Evaluated employee feedback surveys regularly to identify areas of improvement in customer service delivery.
- Collaborated with other departments to ensure smooth flow of operations across multiple teams.
Front End Supervisor
HomeSense
Owings Mills, MD
02.2021 - 10.2022
- Oversee and manage all front-end operations, including cash registers, customer service, and checkout lines, ensuring efficiency and customer satisfaction.
- Train, schedule, and supervise front-end staff, including cashiers and customer service representatives, to ensure adherence to company policies and high standards of service.
- Trained new employees in customer service techniques and store policies.
- Monitored cash register transactions to ensure accuracy and compliance with company policies.
- Resolved customer complaints in a professional manner.
- Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
- Supervised the proper maintenance of all equipment used at the checkout area.
- Assisted management team in developing operational strategies that improved overall store performance.
Barista Shift Supervisor
Giant Food Stores/Starbucks
Owings Mills, MD
01.2019 - 02.2021
- Supervised and trained new baristas on all aspects of the job, including beverage preparation techniques, customer service protocols, cash handling procedures, and safety regulations.
- Monitored stock levels of coffee beans, syrups, cups, lids, and other supplies needed for operation.
- Maintained a clean and well-stocked work area throughout shifts.
- Assisted customers in selecting beverages based on their preferences.
- Received payments from customers and returned correct change when necessary.
- Resolved customer complaints in a polite and professional manner.
- Performed opening duties such as setting up espresso machines for the day's operations.
- Closed store by counting money at end of shift, restocking shelves and cleaning work areas.
- Promoted positive team morale by encouraging collaboration among staff members.
- Encouraged baristas to suggest creative ideas for improving customer experience.
Education
High School Diploma -
New Town High School
Owings Mills, MD06-2019
Skills
- Sales Reporting
- Staff Management
- Customer Service
- Employee Scheduling
- Team Supervision
- Sales expertise
- Problem-Solving
- Motivational Leadership
- Relationship building and management
Timeline
Front End Supervisor
HomeSense
02.2021 - 10.2022
Barista Shift Supervisor
Giant Food Stores/Starbucks
01.2019 - 02.2021
Department Manager
Giant Food/Starbucks
10/01/22 - Current
High School Diploma -
New Town High School
Similar Profiles
Leah MickleyLeah Mickley
Barista Trainer at Giant Food Stores - StarbucksBarista Trainer at Giant Food Stores - Starbucks
Caroline HaleCaroline Hale
Shift Leader, Trainer, Coffee Master at Starbucks, Giant EagleShift Leader, Trainer, Coffee Master at Starbucks, Giant Eagle
Samantha OliveriSamantha Oliveri
Barista at Starbucks, Giant EagleBarista at Starbucks, Giant Eagle