Customer-Focused Beverage & Team Leader

LH Lesya Hoopman

North Highlands, CA ***** 530-***-****

*****.*********@*****.***

PROFESSIONAL

SUMMARY

Knowledgeable Desired Position with solid background in creating high-quality beverages and providing exceptional customer service. Consistently recognized for maintaining clean and efficient work environment, contributing to team success. Demonstrated abilities in managing inventory and cash handling as well as multi-tasking.

SKILLS • Regulatory Compliance

• Administrative Support

• Personnel Monitoring

• Relationship Building

• Team Collaboration

• Policy Interpretation

• Operations Management

• Performance Management

• Performance Evaluations

• Conflict Resolution

• Time Management

• Team Leadership

• Account Updating

• Product Knowledge

• Data Entry

• Complaint Resolution

• Decision-Making

• Prioritization

• CRM Software

• Customer Education

• De-Escalation Techniques

• Account Management

• Customer Service

• Active Listening

• Multi-Task Management

• Call Center Operations

• Escalation Management

• High-Energy Attitude

• Technical Proficiency

• Coordination

• Logistics

• Critical Thinking

WORK HISTORY STARBUCKS BARISTA 02/2025 to CURRENT

Safeway Roseville, CA

Maintained a clean and organized workspace for optimal productivity and safety.

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Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.

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Pleasantly interacted with customers during hectic periods to promote fun, positive environment.

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Contributed to a positive team environment through effective communication and collaboration with colleagues.

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Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.

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TEAM MEMBER 06/2024 to CURRENT

Wendys Restaurant Sacramento

• Upheld high standards of productivity and quality in operations.

• Analyzed company's expenditures and developed financial models. Worked closely with human resources to support employee management and organizational planning.

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• Assisted customers with product selection and ordering process.

• Collaborated with team members to maximize productivity and efficiency.

• Monitored expiration dates on food items for freshness assurance.

• Operated cash registers to process payments from customers. RIDESHARE DRIVER 07/2022 to CURRENT

Uber And Lyft Sacramento, CA

Prioritized safety as the top concern for rides, strictly adhering to community guidelines and promptly engaging emergency personnel when necessary.

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Earned consistently high customer ratings on post-trip surveys, showcasing excellence in timeliness, vehicle cleanliness, and customer service.

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Successfully managed over 25 customer rides per day, demonstrating efficiency and reliability in meeting transportation demands.

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Implemented rigorous cleaning and sanitization practices for the rideshare vehicle, contributing to the prevention of germ and infection spread.

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Picked up riders at designated locations, providing a welcoming and professional greeting upon vehicle entry.

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Built and maintained positive relationships with passengers through friendly and professional service, fostering a pleasant and comfortable travel experience.

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Responded to passenger concerns and complaints with courtesy and professionalism, ensuring a high level of customer satisfaction and conflict resolution.

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AUTHORIZATION REPRESENTATIVE 03/2023 to 12/2024

First American Home Warranty

Responded to high call volume professionally and efficiently, ensuring prompt customer service.

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Authorized repair/replacement claims up to $1500, exercising decision- making authority.

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Interpreted and evaluated contract language to determine claim eligibility for coverage.

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Analyzed claim facts, gathered, reviewed, researched, and documented necessary information for informed decision-making.

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Collaborated with Contractor Relations, Sales Support, and Claims Resolution teams for accurate claim closure.

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• Processed cash-settlement offers, contractor dispatch requests, enforced pricing agreements, and facilitated parts/equipment purchases. Adhered to department Methods & Procedures, call center metrics, and Quality Assurance standards, ensuring consistent and high-quality service.

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PARTS MANAGER 07/2018 to 07/2022

AT Appliances INC. Sacramento, CA

Oversaw employee performance, addressing issues and implementing corrective measures to enhance efficiency and meet productivity targets.

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Developed and implemented new procedures to improve inventory control, reducing the time required to locate parts by modifying part numbers and locations.

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Managed the ordering of parts for various stakeholders, including customers, repair shops, and technicians, ensuring a timely and accurate supply for appliance repairs.

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Collaborated with managers to implement operational enhancements for paperwork processing, streamlining administrative workflows.

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Monitored and evaluated supplier performance to uphold the quality of parts, ensuring consistency in product standards.

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Identified new vendors with improved costs per unit, negotiating favorable terms and pricing structures to optimize company expenses.

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Rearranged the parts department and warehouse layout to adapt to changing trends, improving organization and efficiency in workspaces.

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AUTHORIZATION SPECIALIST 07/2017 to 07/2018

AT Appliances INC. Sacramento, CA

Served as the initial point of telephone contact for all warranty companies, providing information related to performed services and ensuring effective communication.

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Proactively reached out to warranty companies to secure prior authorization for testing and repairs, demonstrating diligence in adherence to procedural requirements.

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Verified coverage for policyholders before dispatching technicians for repairs, ensuring efficient and accurate service delivery.

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Organized and meticulously tracked all warranty authorizations, maintaining a systematic approach until invoices were submitted for payment.

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Submitted comprehensive reports to warranty companies, detailing all completed repairs and providing transparent documentation for accountability.

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Demonstrated a commitment to detail and accuracy in navigating the complex landscape of warranty procedures and service authorizations.

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Contributed to the seamless interaction between the company and warranty providers, fostering positive relationships and efficient resolution of service-related matters.

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DISPATCH COORDINATOR 08/2015 to 07/2017

AT Appliances INC. Sacramento, CA

Efficiently received new orders, prepared documentation, and assigned technicians, ensuring a streamlined workflow for service delivery.

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Facilitated effective communication between customers and field technicians, addressing inquiries and resolving concerns promptly.

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Managed a high volume of phone and email requests, providing accurate and timely logistics information to customers.

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Organized paperwork and submitted completed repair invoices for payment, maintaining accurate records for financial transactions.

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Collected customer payments upon completion of repairs, demonstrating strong attention to financial processes and customer satisfaction.

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Answered phone calls and responded to customer emails promptly, showcasing a commitment to excellent customer service.

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Demonstrated effective multitasking and organizational skills in handling various aspects of order processing, communications, and administrative tasks.

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EDUCATION High School Diploma

Visions in Education, Carmichael, CA

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