Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Gerson Santana

Hyde Park

Summary

I excel in delivering exceptional customer satisfaction through strong communication and thriving in fast-paced environments. With a proven track record of engaging with customers, I actively listen to their needs, providing prompt solutions. My adaptability and quick decision-making ensure positive experiences, even in high-pressure situations. Additionally, as an Experienced Shift Manager, I maintain smooth operations and high-quality service, adept at problem-solving and team management.

Overview

3
3
years of professional experience

Work History

Shift Manager

Bitez
01.2023 - Current
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
  • Managed staff hiring, training and supervision.
  • Monitored daily and weekly key performance indicators to maintain on-track status.
  • Tracked receipts, employee hours, and inventory movements.
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.

Delivery Driver

DoorDash
01.2023 - Current
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.

Barista

Starbucks
07.2021 - Current


  • Enhanced customer satisfaction with high-quality beverage preparation and service.
  • Maintained a clean, organized workspace for optimal productivity and safety.
  • Increased repeat business through exceptional customer service and rapport building.
  • Streamlined order processing with accurate cash handling and efficient use of the point-of-sale system.
  • Assisted in inventory management to minimize stock shortages and reduce wastage.
  • Fostered a positive team environment through effective communication and collaboration.
  • Promoted additional items to boost store sales, including seasonal offerings.
  • Prepared specialty drinks like cappuccinos, lattes, and mochas.
  • Sanitized equipment and surfaces to maintain cleanliness and prevent the spread of germs.
  • Trained new employees on coffee making techniques and customer service standards.
  • Handled customer complaints professionally, ensuring prompt resolution and satisfaction.
  • Demonstrated versatility by assisting in various café tasks as needed, including food preparation and table service.
  • Managed time effectively to handle both front-of-house and back-of-house responsibilities during busy periods.

Payroll Administrator

Kathy Beauty Salon
01.2022 - 09.2023
  • Prepared detailed reports on payroll activities for management review, highlighting areas requiring improvement or attention.
  • Responded to employee inquiries to provide information regarding payroll deductions and related issues.
  • Developed and implemented payroll procedures to streamline workflow.
  • Assured that employees received on time and accurate payments.

Education

No Degree - Accounting And Business Management

Roxbury Community College
Boston, MA

High School Diploma -

Another Course To College
Hyde Park, MA
06.2023

Skills

  • Quality Assurance
  • Team Development
  • Handling Customer Complaints
  • Punctual and Reliable
  • Customer service focus
  • Incidents management
  • Multitasking Abilities
  • Time Management
  • Professionalism
  • Adaptability and Flexibility
  • Problem-solving abilities

Languages

English
Spanish

Timeline

Shift Manager

Bitez
01.2023 - Current

Delivery Driver

DoorDash
01.2023 - Current

Payroll Administrator

Kathy Beauty Salon
01.2022 - 09.2023

Barista

Starbucks
07.2021 - Current

No Degree - Accounting And Business Management

Roxbury Community College

High School Diploma -

Another Course To College

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Gerson Santana