Zoë Cicatelli
Wilmington,DE
Summary
A highly accomplished professional with over a decade of experience in the customer service industry. Demonstrated expertise in delivering exceptional and consistent customer experiences while cultivating a positive and sustainable work environment for employees. Currently pursuing a business degree with aspirations of entrepreneurship and company leadership. Passionate artist with proficiency in social media management and sales marketing. An invaluable asset to your organization, poised to make significant contributions and drive success.
Overview
8
8
years of professional experience
Work History
Lead Barista
The Bluebird Cafe
04.2024 - Current
- Create full beverage menu, training manual and recipe guide
- Set standards for cleaning and food safety
- Perform all functions of making beverages
- Perform cashier duties,
- Assist in preparing food items
- Help a new business succeed
General Manager
Auntie Anne's
07.2023 - 04.2024
- Oversaw all operations of store
- Maintained a high average of overall customer satisfaction based on surveys
- Responsible for ordering all supplies, completing inventory, and maintaining a low cost of goods
- Scheduled according to labor budget and adjusted as needed based on sales
- Trained all staff according to company requirements and policy
- Set standards for the store such as respecting others in the workplace and vital food safety rules.
- Responded effectively to employee conflict, giving warnings and completing write ups when necessary.
- Managed in such a way that the store profited more than the previous 5 years even though sales and traffic lessened
- Developed and maintained relationships with customers, through learning their names, making small talk, and having their satisfaction at the forefront of my mind
- Monitored daily cash discrepancies and made cash deposits at the bank as much as possible
- Promoted team members if and when it was deserved
- Tracked sales goals daily on a chart for employees to see
- Taught employees the significance of terms like "labor" and "cost of goods," because the team does better when they understand the "why" of a policy
Shift Manager
Prima's Pizza
04.2023 - 08.2023
- Prepared all food items on the menu including grill and fryer items, salads, pizza, sandwiches, and more
- Maintained speed of service and quality of food during busy periods
- Communicated with customers effectively to ensure the accuracy of orders
- Expedited food
- Delivered food to customers via driving, quickly but safely
- Performed all cashier duties
- Preparation of all ingredients including the making and portioning of pizza dough, chopping vegetables and shredding cheese through an industrial machine
- Maintained order of front dining room by stocking products and cleaning surfaces
- Brought new ideas for maintaining cleanliness and food safety
- Consulted on thoughts for increasing sales
- Cooperated with coworkers to improve customer experience and manage storefront.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
General Manager
Moorenko's
09.2021 - 08.2022
- Created espresso drink menu, sales specials, and in store marketing
- Determined staffing and scheduling requirements
- Tracked sales performance and adjusted pricing, ordering, and scheduling as needed in order to profit
- Developed strong relations with customers of Moorenko's
- Created an effective orientation program
- Hired, disciplined, and terminated employees
- Enforced standards and expectations such as food safety guidelines
- Maintained communication with all members of my staff through weekly email updates
- Placed orders and took inventory weekly
- Responsible for the store's appearance and functionality
- Gained significant knowledge of the ice cream industry and mastered the art of making beverages
- Assigned rotating monthly and weekly cleaning tasks to each employee
- Held educational meetings where staff were informed of promotions or changes, but staff was also encouraged to share their ideas and experiences
- Created fun and interactive sections of the store including a free library and a wall to hang small drawings from customers
- Maintained and continued to adjust visual appearance of the store to boost sales and customer experience
- Created opening and closing procedures
Social Media Manager
Moorenko's
09.2021 - 08.2022
- Managed the Facebook, Instagram, and Twitter of Moorenko's Ice Cream and Coffee
- Worked in close contact with marketing experts
- Used my photography, art and design talents to take photos of the stores and product
- Used Canva to graphically design a variety of posts
- Created promotions designed specifically for social media customer acquisition and/or and retention
- Tracked data such as page traffic and user interaction
- Fostered an online relationship with customers that increased knowledge of the company Moorenko's and its employees through interaction with users
- Kept customers informed about holiday closures and other important information
- Boosted engagement rates with the creation of compelling and visually appealing content.
- Collaborated with team members to develop creative campaigns for social media platforms.
Server
The Original Pancake House
01.2022 - 06.2022
- Operated point of sale, Aloha
- Handled both cash and card card transactions
- Took orders from customers and accurately entered them into the POS
- Had complete menu knowledge
- Provided excellent customer service and created relationships with customers for customer retention
- Ran all food and drinks
- Completed side work every shift, such as rolling silverware, restocking, and cutting fruit
Team Member/Kitchen
Shake Shack
10.2020 - 04.2021
- Made a goal to succeed, then excelled at meeting the physical demands of working over a 425 degree flat top grill
- Passed assessments that measured my proficiency on five different stations in the store within my 7 months working there
- Fostered excellent relationships with management, consistently performing duties considered above and beyond such as cleaning and sanitizing areas that required more than just a little elbow grease
- Became the primary team member assigned to sandwich preparation because of my ability to multitask, keep up with the fast pace and demands of fast casual dining, and endure and persist through peak hours
- Became the primary opener for the store, which included preparing of multiple ingredients such as syrup bottles, pickles, and bacon
- Learned important knowledge about food safety such as the risk of working with raw meat
- Operated the station designated for custard and milkshakes, learned new recipes according to seasonal menu changes
- Maintained strict adherence to company policies and procedures while sustaining high-quality work standards under pressure.
Barista/Cashier
Starbucks
09.2019 - 06.2020
- Followed store policies and procedures for operational flow
- Served customers quickly and efficiently and prevented delays in lines and during peak hours
- Ensured good speaking skills, maintaining composure and practicing good etiquette
- Maintained knowledge of menu items and recipes to effectively service customer
- Provided great customer experience to exceed Starbucks standards
- Performed cashier and transactional duties
- Greeted customers with a friendly and professional attitude
- Experience opening and closing the store
- Learned about coffee extensively and used the knowledge to increase the quality of beverages
- Maintained appearance of store by restocking, sweeping, and cleaning
Hostess
Cozara
01.2019 - 05.2019
- Operated OpenTable
- Sat guests and took their drink order
- Completed side work,
- Had full menu knowledge
Education
Associate's degree - Business
Delaware Technical Community College-Stanton/Wilmington
Wilmington, DE05.2024
Studied in Political Science -
Temple University
Philadelphia, PA04.2019
High school diploma -
Walt Whitman High School
Bethesda, MD06.2016
Skills
- Expert barista and knowledge of espresso
- Mixology and artistry of nonalcoholic beverages
- Working in a corporate restaurant environment
- Basic cash handling and transactional skills
- Food safety knowledge
- Restaurant management
- Inventory control
- Serving experience
- Microsoft Office
- Tip distribution
- Customer service
- Upselling and other sales techniques
- Customer acquisition & retention strategies
- Catering sales, coordination, preparation, and delivery
- Effective communication skills to employees and supervisors
- Labor cost analysis
- Ice cream knowledge and expertise
- Visual art
- Video and photo editing
- Store design
- Excellent organization, prioritization, and timeliness
- Menu development
- Originality and uniqueness
- Memory retention
- Ability to maintain friendly, positive attitude
- Active and compassionate listening
- Establishing relationships with customers
Certification
- Driver's License
- ServSafe (2023-2028)
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Lead Barista
The Bluebird Cafe
04.2024 - Current
General Manager
Auntie Anne's
07.2023 - 04.2024
Shift Manager
Prima's Pizza
04.2023 - 08.2023
Server
The Original Pancake House
01.2022 - 06.2022
General Manager
Moorenko's
09.2021 - 08.2022
Social Media Manager
Moorenko's
09.2021 - 08.2022
Team Member/Kitchen
Shake Shack
10.2020 - 04.2021
Barista/Cashier
Starbucks
09.2019 - 06.2020
Hostess
Cozara
01.2019 - 05.2019
Associate's degree - Business
Delaware Technical Community College-Stanton/Wilmington
Studied in Political Science -
Temple University
High school diploma -
Walt Whitman High School
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