Josiah Druid
Durham
Summary
As a dedicated and results-oriented customer service professional, I bring a passion for providing exceptional support and building meaningful relationships with clients. With 6+ years of experience in the field, I have developed strong communication, problem-solving, and conflict resolution skills that enable me to exceed customer expectations consistently.
I have a proven track record of managing customer inquiries, handling complaints, and ensuring satisfaction through efficient solutions and personalized service. My ability to empathize with customers, coupled with my deep product knowledge and attention to detail, allows me to effectively address both immediate and long-term concerns. I am committed to maintaining a positive company image and contributing to customer retention through proactive engagement and support.
I thrive in fast-paced environments, working both independently and as part of a team, while always prioritizing customer needs. Whether resolving complex issues, providing product guidance, or simply offering a friendly ear, I am focused on delivering a seamless and positive experience that drives customer loyalty.
Overview
7
7
years of professional experience
Work History
Security Officer
Allied Universal Security Services
05.2024 - Current
- Security Monitoring:
Monitor and patrol assigned areas to ensure safety and security, responding promptly to any suspicious activity or incidents. - Access Control:
Ensure authorized access to the premises by checking identification, issuing badges, and confirming visitor details in a polite and professional manner. - Incident Reporting:
Document and report security incidents, accidents, or unusual activities, while maintaining confidentiality and following company protocols. - Customer Service Excellence:
Provide a high level of customer service by assisting visitors, answering questions, and offering directions with a friendly and approachable demeanor. - Conflict Resolution:
Handle potential conflicts or disruptive behavior with professionalism, de-escalating situations while ensuring safety and maintaining order. - Safety Assistance:
Respond to emergencies (e.g., medical, fire, or security) in a calm and efficient manner, guiding individuals to safety and coordinating with emergency services if necessary. - Team Collaboration:
Work closely with other security officers, staff, and management to ensure smooth day-to-day operations and a collaborative team environment.
Lead Bartender
Devils KraftHouse
10.2022 - 05.2024
- Bartending Duties: Prepare and serve alcoholic and non-alcoholic beverages, including cocktails, beers, and wine, ensuring consistency and quality. Engage with customers, take drink orders, and deliver excellent service.
- Supervising Staff: Oversee a team of bartenders and barbacks, ensuring that they follow the bar's standards, policies, and procedures. Provide guidance and support, train new staff, and ensure smooth operations.
- Customer Service: Provide top-notch service by interacting with customers, addressing complaints, and ensuring guests are satisfied. Create a welcoming and lively atmosphere, especially on busy sports event days.
- Inventory Management: Monitor and manage bar supplies, including liquor, beer, mixers, garnishes, and glassware. Track inventory levels, place orders, and ensure the bar is always stocked.
- Cash Handling: Process cash, credit, and debit transactions accurately. Handle tipping and ensure the proper opening and closing procedures are followed.
- Cleaning & Maintenance: Ensure the bar area is clean and organized, adhering to health and safety regulations. Clean glassware, utensils, and equipment regularly, and keep the bar area ready for high traffic.
- Event Coordination: If the sports bar hosts live events, special promotions, or game day gatherings, the lead bartender may help plan and execute these activities to enhance the guest experience.
- Compliance with Laws: Ensure adherence to all local and state laws regarding alcohol service, including checking IDs, refusing service to intoxicated guests, and following health and safety regulations.
- Communication: Coordinate with the kitchen and waitstaff to ensure smooth service and relay any customer requests or concerns promptly.
Sales Associate
Nordstrom
01.2021 - 10.2022
- Customer Engagement: Greeting customers as they enter, providing personalized assistance, and offering expert advice on products to help them make informed purchasing decisions.
- Product Knowledge: Having in-depth knowledge of the store’s offerings, including details about materials, craftsmanship, and design. This ensures they can confidently answer any customer questions and offer styling suggestions.
- Sales Transactions: Processing sales transactions, handling payments, and ensuring that purchases are correctly packaged. They may also be responsible for upselling or cross-selling related products to increase sales.
- Inventory Management: Keeping track of stock levels, ensuring the sales floor is always fully stocked, and assisting with stock replenishment and organization.
- Visual Merchandising: Helping maintain the visual appeal of the store by ensuring displays are attractive, well-organized, and aligned with the store’s brand image.
- Client Relations: Building relationships with repeat customers and offering personalized services such as reserving items, special ordering, or providing after-purchase assistance.
- Maintaining Store Standards: Ensuring the store is clean, organized, and welcoming, reflecting the high-end nature of the brand.
- Problem Solving: Addressing customer concerns or complaints in a professional and empathetic manner, often going above and beyond to ensure customer satisfaction.
- Team Collaboration: Working closely with colleagues and management to meet sales targets and maintain a positive, high-performance store environment.
Lead Sales Associate
Zumiez
03.2019 - 06.2020
- Customer Service & Sales: Greet customers and assist them in finding products that meet their needs.
Provide excellent customer service by creating a positive shopping experience and addressing any concerns.
Upsell and cross-sell products to increase store sales.
Maintain knowledge of current street wear trends, brand history, and key products.
- Leadership: Lead, train, and mentor junior sales associates.
Serve as a role model for the team by demonstrating excellent customer service and sales techniques.
Ensure the team maintains store standards, including visual merchandising, cleanliness, and organization.
Assist in setting and achieving store sales goals.
- Inventory Management: Oversee inventory to ensure accurate stock levels.
Assist in the stockroom by restocking shelves, receiving deliveries, and organizing merchandise.
Monitor the sales floor to ensure popular items are in stock.
- Visual Merchandising: Help set up store displays to showcase new collections, seasonal products, and promotional items.
Ensure products are presented in an appealing and stylish manner consistent with brand identity.
- Cash Handling & Transactions: Process transactions accurately using the point-of-sale (POS) system.
Handle returns, exchanges, and customer issues with professionalism.
- Store Operations: Assist with opening and closing duties, including cash reconciliation and store security.
Monitor the store environment to ensure it’s secure and safe for customers and staff.
- Team Collaboration: Work closely with store management to plan and implement sales strategies.
Participate in team meetings to discuss sales goals, promotions, and other store updates.
Barista
Starbucks
03.2018 - 03.2019
- Customer Service: Greeting customers as they enter the store.
Taking customer orders, either at the counter or through the drive-thru.
Offering menu recommendations, especially seasonal or new items.
Ensuring a friendly and positive experience by engaging with customers.
- Drink Preparation: Brewing coffee and espresso-based drinks (e.g., lattes, cappuccinos, macchiatos).
Operating coffee machines, grinders, blenders, and other equipment.
Preparing and customizing drinks according to customer preferences (e.g., adjusting milk, flavors, or sizes).
Making pastries or food items available for sale.
- Cleaning and Maintenance: Keeping the workspace clean, which includes wiping down counters, cleaning machines, and ensuring the bar area is tidy.
Ensuring dishes, mugs, and utensils are clean and sanitized.
Restocking items like cups, napkins, and milk when necessary.
Taking out the trash and recycling as needed.
- Cash Register and Payment Handling: Ringing up customer orders and handling cash or electronic payments.
Giving accurate change or processing card payments.
Managing mobile orders and deliveries, ensuring all are completed in a timely manner.
- Team Collaboration: Working with colleagues to ensure smooth operations, especially during busy times.
Communicating efficiently about customer needs or product availability.
Supporting fellow baristas when the line gets long or there’s a high volume of orders.
- Inventory Management: Keeping track of stock levels for coffee beans, syrups, milk, cups, lids, and other supplies.
Notifying supervisors if inventory levels are low or if products are running out.
- Compliance and Safety: Following health and safety standards in handling food, beverages, and equipment.
Education
Associate of Arts - Business Administration And Management
Durham Technical Community College
Durham, NC05-2021
High School Diploma -
Hillside High School (IB)
Durham, NC06-2019
Skills
- 1 Communication Skills
- Active Listening: Ensuring customer concerns are fully understood
- Clear and Concise Communication: Effectively conveying information to both customers and team members
- Empathy: Being able to understand and respond to customer emotions
- 2 Problem-Solving and Conflict Resolution
- Critical Thinking: Identifying issues quickly and finding solutions
- De-escalation Techniques: Calming frustrated customers and resolving issues amicably
- 3 Leadership and Team Management
- Team Motivation: Inspiring and encouraging a team to reach goals
- Delegation: Assigning tasks based on team strengths and ensuring workload balance
- Performance Coaching: Helping team members improve through feedback and support
- 4 Customer Orientation
- Customer-Centric Approach: Putting customer needs and satisfaction first
- Relationship Building: Creating long-term connections with customers through excellent service
- 5 Time Management and Organization
- Task Prioritization: Balancing multiple responsibilities and customer needs effectively
- Multitasking: Handling several tasks simultaneously, especially in a busy environment
- 6 Adaptability and Flexibility
- Change Management: Adjusting to company or policy changes and guiding the team through it
- Learning Agility: Quickly acquiring new knowledge and skills as needed
- 7 Technical Proficiency
- CRM Software: Familiarity with customer relationship management tools
- Data Entry and Reporting: Accurately maintaining records and generating reports
- 8 Attention to Detail
- Quality Control: Ensuring service is consistently at a high standard
- Follow-Through: Ensuring no customer issue is left unresolved
- 9 Emotional Intelligence
- Self-Regulation: Managing your own emotions during stressful interactions
- Empathy in Action: Understanding both customers' and team members' emotional needs
- 10 Sales Skills
- Upselling/Cross-selling: Identifying opportunities to offer additional services or products
- Closing Sales: Effectively guiding customers toward making purchasing decisions
Timeline
Security Officer
Allied Universal Security Services
05.2024 - Current
Lead Bartender
Devils KraftHouse
10.2022 - 05.2024
Sales Associate
Nordstrom
01.2021 - 10.2022
Lead Sales Associate
Zumiez
03.2019 - 06.2020
Barista
Starbucks
03.2018 - 03.2019
Associate of Arts - Business Administration And Management
Durham Technical Community College
High School Diploma -
Hillside High School (IB)
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