Customer Service Manager

M a u r e e n S h i r i - Wa s t o

***** ** **** **. *****: 206-***-****

Kirkland, WA 98033 Email: *************@*******.***

C U S T O M E R S E RV I C E M A N A G E R

A hardworking and organized front of house manager credited with providing excellent customer service, staff

management client services with direction and drive to deliver substantial revenue growth in highly competitive

business markets. Performing at high level expertise in managing multiple tasks at once, communication, recruiting

strong teams, managing retail and office environments, quick problem solving, and excellent customer service.

AREAS OF EXPERTISE

Management Organization Leadership

Operations Planning Partner Building

Customer Service/Sales Team Leader Shift Scheduling

KEY SKILLS ASSESSMENT

Strategic Key Accounts Performance – Develop and implement strategic, tactical sales and marketing avenues to

aggressively sell products, build a strong customer base, and create strong teams.

People Management – Committed to recruiting/engaging internal teams through the exchange of knowledge,

experience, and goal sharing.

PROFESSIONAL EXPERIENCE

Starbucks, Kirkland, WA January

2013 – August 2014

Store Manager (2012-2014)

• Customer service leader with compelling vision and loyalty, expert at creating and supporting

competitive winning strategies and teams aligned with the company’s vision.

• Develop a positive, respectful, productive, and professional work environment that drives the

business/brand forward, manage 21 employees/partners.

• Exceed goals at 95% throughout management career, dedicated to exceeding customer and

management expectations.

• Successfully sell the brand, with an avg. $40K per quarter in sales, building relationships with

returning customers.

Starbucks Manager in Training (January 2012 – December 2012)

• Utilized clear communication to accurately ensure effective store operations on a daily basis.

Maureen Shiri_Wasto Resume, Page 2

• Managed 21 partners, developed positive relationships with shift team by understanding and

addressing concerns.

• Communicated with customers to understand their needs and the needs of the community.

• Modeled a “customer comes first” attitude with partners and store employees, creating successful goal

margins at $40K per quarter.

• Reviewed store environment and key business indicators to identify problems, concerns.

• Supported store manager to implement company objective with shift team to execute action plans.

• Acted as a mentor to partners by assessing performance, providing feedback/ coaching to improve

partner performance.

Starbucks Shift Supervisor (January 2011– December 2011)

• Maintained a calm demeanor during periods of high volume to consistently keep store operating to high

standards.

• Communicated information to manager about customer desires, adapting to changes as needed.

• Created a positive learning environment by providing clear, specific, timely, and respectful coaching.

• Executed store operations during scheduled shifts/ managed opening and closing of store.

• Managed cash and register policies, ensuring balanced books at closing.

• Followed up with barista during shift to ensure the delivery of legendary customer service.

• Followed health, safety and sanitation guidelines for all products in the store.

Starbucks Barista (October 2007 – December 2010)

• Delivered legendary customer service to all by implementing a “customer comes first” attitude.

• Anticipated customer needs by constantly evaluating environment and reading cues.

• Assisted with new partner training by positively reinforcing successful performance /coaching.

• Followed Starbucks operational policies and procedures for cash handling, and safety and security, to ensure

the safety of all partners during each shift.

• Maintained clean and organized work space, ensuring efficiency of store partners.

• Provided quality beverages, whole bean, and food products consistently for all customers by adhering to all

recipe and presentation standards.

EDUCATION & TRAINING

BA, Business Management. Eastern Washington of Bellevue, 2012-Present

Associate of Arts and Science, Bellevue Community College, 2007-2010

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