Olivia Frappier
Winston-Salem
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
6
6
years of professional experience
Work History
Assistant Manager
The Remedy Draft & Coffee Room
03.2023 - 02.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed strategy to increase sales and drive profits.
- Reviewed sales and gross profit report to assess company efficiency.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Kept work areas clean, neat and organized to promote safety, productivity and team success.
- Followed instructions and processes to maintain food and beverage integrity.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Crafted special drink and cocktail menu items for seasonal offerings.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
Customer Service Leader
Camino Bakery
08.2020 - 09.2023
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to proper supervisors when standard processes were not effective.
- Took cash and credit card payments via phone, in person, and through email.
- Coordinated responses for key accounts, using business acumen, and attention to detail to balance company and customer demands.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
- Reviewed associate performance to identify training needs.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Attracted potential customers by answering questions and suggesting information about other products and services.
- Planned schedules and workflows based on expected customer demands.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Cashier
Dairi-O
07.2018 - 04.2020
- Welcomed customers and helped determine their needs.
- Performed cash, card and check transactions to complete customer purchases.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Learned duties for various positions and provided backup at key times.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
Education
High School Diploma -
East Forsyth High School
Kernersville, NC05.2020
Skills
- Service Standard Compliance
- Customer Loyalty
- Process Improvement Initiatives
- Training Development Aptitude
- Training and Development
- Cash Handling
- Quality Assurance
- Maintaining Clean Work Areas
- Order Management
- Client Service and Support
- Stocking and Replenishing
- Customer Service Excellence
- Inventory Control Processes
- Task Delegation
- Team Motivation
Timeline
Assistant Manager
The Remedy Draft & Coffee Room
03.2023 - 02.2024
Customer Service Leader
Camino Bakery
08.2020 - 09.2023
Cashier
Dairi-O
07.2018 - 04.2020
High School Diploma -
East Forsyth High School
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