Manager Customer Service

A DAMA D IAKITE

**** ******** **** ***** ~ Capital Heights, Maryland 20743

301-***-**** Home ********@*****.*** Mobile 703-***-****

QUALIFICATIONS

Dynamic, results-producing Manager with an exceptional track record of increased sales,

customer satisfaction, and employee retention. Expertise in fund management and cash flow for

diverse organizations. Outstanding leadership, communication, presentation, and interpersonal

skills, with the ability to engage team members for optimal productivity. Very customer service

focused, as evidenced by increasing customer count 20% in current environment. Sound

multicultural experience. Technically proficient with Microsoft Word, Excel, PowerPoint, and

Outlook, as well as numerous industry-specific applications. Fluent in English and French.

Willing to travel

PROFESSIONAL EXPERIENCE

STARBUCKS COFFEE, Alexandria, Virginia 2005 – Present

Store Manager (2007-Present)

• Earned designation as Manager of the Quarter in 2009 and 2012, from a field of 100+, by consistently

achieving profitability goals, even a down economy, with monthly year-over-year increases a

minimum of 10%.

• Increase guest count 20% and guest satisfaction by reclaiming the loyalty of regular customers and as

well as increasing new customer base.

• Deliver less than 25% employee turnover, well within or below company standards, in an industry

with averages in the triple digits, by gaining buy-in through training, development, and promoting

into management, boosting morale through various methods, increasing the frequency of positive

staff meetings, and effectively implementing company policies and procedures.

• Facilitate in-store training, and create and execute in-store promotional events, for new product and

program rollouts.

• Optimize workflow by developing and implementing brewing best practices, including customizing

company guidelines to fit the store layout and business pattern.

• Reduce food costs by employing sound inventory management.

• Process twice- monthly payroll activities, ensuring employees were paid as expected and on time

• Other responsibilities include managing crisis situations, preparing schedules, and repairing

equipment as needed.

Assistant Manager (2005-2007)

• Ensured achievement of daily sales goals by strategic and operational planning, identifying needs, and

delegating responsibilities to a crew of 20.

• Developed action plans to drive the implementation of company programs.

• Increased productivity through on-going team member development that included coaching,

feedback, and opportunity for advancement.

• Achieved labor costs by managing staffing levels and acquiring talent as needed

• Boosted profitability by actively engaging in sales opportunities

• Managed daily cash deposits and maintenance of register cash flow

• Supports store manager in implementing company programs by working directly with shift team to

execute action plans that meet operational and organization objectives.

• Promoted to Store Manager based on performance

ADAMA DIAKITE Page Two

PROFESSIONAL EXPERIENCE

(Continued)

CVS PHARMACY, Alexandria, Virginia 2002 – 2005

Assistant Manager

• Delivered efficient, productive store operations by developing sales-by-hour forecasts, generating

daily cash reports, and overseeing transactions with vendors.

• Reduced daily losses by tracking store progress and training employees in loss prevention.

• Increased impulse buying and consumer interest by promoting sale of seasonal and promotional

merchandise through effective visual displays and store organization.

• Maximized employee productivity by taking into consideration team member strengths and

challenges in delegating tasks.

1999-2000

UNION TECHNIQUE DE LA MUTUALITE MALIENNE, Bamako, Mali

Community Research Studies Intern

• Performed more than 5 healthcare facility feasibility studies for local communities desiring their own

service outlet.

• Contributed to raising $10,000 in funding for poverty-stricken communities by creating partnerships

and providing financial advice.

• Facilitated training for 15 local healthcare services employees by organizing sessions with the Head

of Service Development.

• Established and improved relationships by actively counseling service users and providing technical

counseling to 100+ members of the local population

• Aided with periodic audits, supported management team in annual physical inventory, subsequently

managing and manipulating inventory-related data

EDUCATION

STRAYER UNIVERSITY, Washington, DC

June 2004

Master of Business Administration, Management-GPA: 3.75

UNIVERSITY OF MALI, Bamako, Mali June 2000

Bachelor of Science in Business Administration

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