Customer Service Manager

Cort R. Kern

** *. **** **. ***. E, WESTMONT, IL 60559 630-***-**** ehk7r6@r.postjobfree.com

PROFILE

• Managed licensed Starbucks kiosk for over three years

• Extensive product knowledge of coffee and tea varieties, roasts and tastes

• Effective communicator, problem solver and team leader who drives and surpasses goals

• Proven record of strong customer service, organizational skills and attention to detail

• 10+ years of progressive retail experience

• Computer skills include MS Word, Excel and Internet researching

PROFESSIONAL EXPERIENCE

Starbucks Supervisor:

• Executed store operations and assisted store manager during scheduled shifts including; completing

assignments in the Duty Roster Notebook and other supervisory tasks needed throughout the day.

• Implemented training of new baristas.

• Cohesively assigned tasks and supervised baristas.

• Opened and closed store including; security procedures, performing change out and closing all tills and

bank deposit drops.

• Effectively up-sold new products and promotional items.

Starbucks Kiosk Manager:

• Managed and trained a staff of baristas and sales associates in a high profile retail environment.

• Oversaw corporate Starbucks Coffee mandatory operations for licensed stores.

• Ensured customer satisfaction by inspiring and leading a knowledgeable and courteous staff.

• Executed Starbucks Customer Service Program.

• Ordered supplies and consistently maintained inventory levels.

• Prepared and sent financial reports for kiosk to Store Manager and corporate Starbucks Field Supervisor.

• Maintained company standards for both corporate Starbucks and Dominick’s Finer Foods, ensuring

product quality.

• Executed Dominick’s cash management system.

• Ensured kiosk sanitation and pricing standards.

• Conceptualized and fabricated creative interior merchandise displays.

Selected Achievements:

• Awarded seven “Legendary Five-Star Certificates” and received consistent customer service satisfaction

scores of 97% - 100% from Starbucks corporate secret shoppers

• Significantly increased sales and customer service satisfaction at current and previous stores.

CAREER HISTORY

Kiosk Supervisor: Licensed Starbucks store, HMS Host, Hinsdale, IL 11/09 – 04/10

Supervisor: Starbucks Coffee Co., Burr Ridge, IL 10/08 - 10/09

Kiosk Manager: Licensed Starbucks store, Dominick‘s Finer Foods, Naperville, IL 2005 - 2008

Barista: Starbucks Coffee Co., Aurora, IL 1997 - 2005

EDUCATION

High School Graduate

Currently pursuing Associate degree in Business Management

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