Customer Service Project Management

Amber Joffily

*****.*******@*****.*** 206-***-****

CUSTOMER SERVICE LEADER PROJECT MANAGEMENT

Results-driven inclusive leader with expertise in sales, management, training, enablement and team building. Kind, curious, and energetic coworker who excels in a diverse and collaborative team environment.

STRENGTHS

● New-hire trainer and mentor

● Transparent and effective communicator

● Collaborating with a diverse team

● Advanced problem solver

● Stellar presentation skills

● Project Management certified

● Listening with empathy

● Earning the trust of peers

WORK EXPERIENCE

Darden Restaurants- Orlando, FL

August 2020 – Present

Manager at Olive Garden

● Manage a diverse team of people who help execute every day operations

● Manage purchasing of weekly inventory and minimize waste

● Oversee store sales, and maintain a weekly average ToGo accuracy and efficiency score of over 94%

● Develop monthly challenges to keep sales and team moral growing Starbucks Corporation – Seattle, WA/Orlando, FL

June 2015 – July 2017 / April 2020 – February 2021 Barista/Point of Sale

● Provided excellent customer service by being courteous and making each customer feel special

● New staff trainer/mentor

● Maintained a guest satisfaction score of over 95% every week The Walt Disney Company – Orlando, FL

August 2019 – January 2020 (6 month college program) Front Line Cast Member

● Adhered to the four keys: Safety, Courtesy, Show, and Efficiency

● Excelled in successful, empathetic conflict resolution with frustrated guests, resulting in an extraordinary and magical guest experience

● Received multiple formal recognitions from management and guests Western Washington University – Bellingham, WA

September 2018 – March 2020

House Manager

● Manage and train new ushers

● Developed and implemented several employee training procedures

● Solved all patron and facility issues with gracefully and respectfully Hi-Liners, Inc. – Seattle, WA

October 2015 – August 2018

Musical Theatre Camp and Dance Instructor/Choreographer

● Developed daily lesson plans and schedules for several musical theater camps

● Choreographed and taught short musical numbers to children of all ages

● Evaluated student learning, and provided individual coaching when needed SELECTED ACCOMPLISHMENTS

● Reduced the average number of customer escalations from 4 per week to 0 per week in my first two months on the job

● Received the “Love of Life” Award from Raisbeck Aviation High School

This award is given to those who have a positive spirit and share it with those around them

● Promoted from server to manager within 15 months within Darden Restaurants BUSINESS TOOLS

● MS Office 365 (including but not limited to: PowerPoint, Word, Excel, Outlook)

● Mastered multiple Point of Sale interfaces

● Effective and constructive communication with all co-workers EDUCATION

Raisbeck Aviation High School 2013 - 2017

Western Washington University 2017 - 2020

*BA in Business Administration: Management

*Minor in Theatre

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