Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shannon Layher

Charlotte

Summary

Dedicated and knowledgeable professional with strong customer service skills and a proven ability to thrive in fast-paced, client-facing environments. Experienced in implementation, training, and sales across technology and hospitality industries.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Onsite Implementation Specialist

SpotOn
12.2021 - Current
  • - Install and configure hardware including workstations, pin pads, printers, cash drawers, switches, firewalls, and related peripherals for RPOS systems.
  • - Deliver comprehensive onsite training and live support to restaurant staff and management.
  • - Strong ability to rapidly learn and adapt to evolving technologies, with a proven track record of effectively training clients and internal teams on system updates and hardware deployments.
  • - Customize system menus, employee profiles, print routing, and other back-end settings.
  • - Resolve customer issues and escalate when necessary, often providing subscription discounts as part of resolution efforts.
  • - Maintain a 90% travel schedule with consistent performance in high-pressure environments.
  • - Collaborate with stakeholders including restaurant owners, chefs, and business executives.
  • - Cross-trained across all onboarding functions: welcome calls, training, menu development, and virtual site surveys.
  • - Conduct status checks and support Go Live events, troubleshooting technical and operational issues.

Wine Consultant

Grapevine Distributors
02.2020 - 12.2021
  • - Advised clients on domestic and international wines, with strong expertise in viticulture and regional styles.
  • - Built and maintained relationships with accounts, consistently exceeding monthly sales targets.
  • - Opened new accounts and introduced clients to new products and market trends.
  • - Managed over $800,000 in sales during 2021.

Bar Manager

Dressler’s Metropolitan
04.2017 - 11.2019
  • - Assisted general managers in delivering a high-end guest experience in a fine dining setting.
  • - Led staff wine training and collaborated on cocktail menus and beverage programs.
  • - Used distributor relationships to boost beverage sales and optimize wine selections.
  • - Managed daily cash handling for up to 30 employees, maintaining accountability for $5,000+ bank.

Bar Manager

Rocksalt Charlotte
04.2015 - 03.2017
  • - Promoted to manager within four months of hire due to strong performance.
  • - Managed inventory, ABC reporting, beverage ordering, and cost controls.
  • - Built vendor relationships and organized special events featuring curated food and beverage pairings.
  • - Participated in business development tours to sister locations to align brand and operational strategies.

Bar Manager

The Wine Loft Charlotte
02.2014 - 04.2015
  • - Oversaw staffing, scheduling, payroll, inventory, and compliance reporting.
  • - Led a team of seven bartenders, ensuring high service standards and team efficiency.
  • - Curated and updated wine list selections based on expertise and customer preferences.
  • - Managed vendor negotiations and procurement to ensure product quality and cost control.

Education

Bachelor of Science - Culinary Arts & Food Service Management

Johnson & Wales University
Charlotte, NC
05.2014

Skills

  • Issue resolution
  • Client training
  • Client management
  • Software Implementation and configuration
  • Technical troubleshooting
  • Problem-solving
  • Troubleshooting network issues

Certification

WSET Level 3 – Wine & Spirit Education Trust, May 2019

Timeline

Senior Onsite Implementation Specialist

SpotOn
12.2021 - Current

Wine Consultant

Grapevine Distributors
02.2020 - 12.2021

Bar Manager

Dressler’s Metropolitan
04.2017 - 11.2019

Bar Manager

Rocksalt Charlotte
04.2015 - 03.2017

Bar Manager

The Wine Loft Charlotte
02.2014 - 04.2015

Bachelor of Science - Culinary Arts & Food Service Management

Johnson & Wales University

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