Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hannah Shotzberger

Worcester

Summary

Dynamic leader with a proven track record at Honey Dew Donuts, enhancing team productivity and customer satisfaction through effective conflict resolution and shift leadership. Skilled in POS system operation and fostering a collaborative team environment, I excel in customer service management and employee training, driving sales and operational efficiency. I connect very well with customers, will do what’s needed to complete the job task, will stay late or come early to shifts.

Overview

6
6
years of professional experience

Work History

Shift Lead

Honey Dew Donuts
09.2023 - Current
  • Completed store opening and closing procedures and balanced tills.
  • Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
  • Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
  • Completed cash and credit card transactions accurately using POS software.
  • Responded to and resolved customer questions and concerns.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Enforced company policies and regulations with employees.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Helped store management meet standards of service and quality in daily operations.
  • Trained and mentored new employees to maximize team performance.
  • Trained new employees and delegated daily tasks and responsibilities.
  • Streamlined inventory management processes to reduce waste and increase profitability.
  • Evaluated employee performance regularly, providing constructive feedback for growth opportunities within the team structure.
  • Trained new employees on company policies, procedures, and best practices for optimal performance.
  • Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
  • Mentored team members in professional development activities that ultimately led to promotions within the organization.
  • Enhanced customer satisfaction through effective conflict resolution and prompt service.
  • Established positive rapport with customers and staff members alike through strong communication skills.
  • Maintained a clean and organized work environment, ensuring safety standards were met consistently.
  • Resolved conflicts between employees to maintain positive and productive work environments.

Sales Associate

Savers Thrift Store
03.2022 - 08.2024
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.

At Your Service Agent

Macys Credit And Customer Service
12.2022 - 09.2023
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Assisted in training new team members on company policies, procedures, and best practices for successful integration into the team.
  • Upheld company reputation by adhering to strict guidelines regarding privacy protection when handling sensitive client information.
  • Demonstrated adaptability by quickly learning new systems, tools, and procedures as needed for optimal performance.
  • Managed timely and effective replacement of damaged or missing products.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained well-developed relationships with customers and fellow employees using strong problem-solving and positive engagement skills.
  • Completed all necessary paperwork accurately and efficiently to ensure proper documentation of transactions.

Service Champion

Taco Bell
01.2021 - 11.2021
  • Managed cash transactions accurately, balancing the register at the end of each shift without discrepancies.
  • Promoted a positive atmosphere through friendly interactions with customers and coworkers.
  • Contributed positively towards overall store goal attainment through consistent work ethic.
  • Contributed to team success by consistently meeting or exceeding performance goals.
  • Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
  • Supported inventory management efforts by restocking supplies as needed and alerting management when items were running low.
  • Greeted customers, answered questions and took orders.
  • Increased efficiency by multitasking during high-volume periods while maintaining excellent service quality.
  • Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
  • Documented customer orders and conveyed special requests to kitchen staff.
  • Kept drawer balanced by accurately processing cash, credit and debit payments.

Barista

Dunkin’ Donuts
09.2018 - 01.2019
  • Maintained regular and consistent attendance and punctuality.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Followed exact recipes for mixing and preparing beverage and food items.
  • Prepared specialty drinks such as cappuccinos, lattes and mochas.
  • Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
  • Controlled line and crowd with quick, efficient service.
  • Packaged bagels, muffins and other food items for customer purchase.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.

Education

Gerald Creamer Center
Worcester, Ma
06.2022

Skills

  • Customer service focus
  • Employee training
  • Guest service
  • Team motivation
  • Conflict resolution
  • Rules enforcement
  • Sales proficiency
  • Shift leadership
  • Positive attitude
  • Cash handling
  • Problem-solving
  • Team leadership
  • Creative problem solving
  • Team supervision
  • Strong verbal and written communication
  • Staff training and development
  • Customer service management
  • POS system operation
  • Flexible schedule
  • Team collaboration and leadership
  • Training assistance
  • Sales and upselling

Timeline

Shift Lead

Honey Dew Donuts
09.2023 - Current

At Your Service Agent

Macys Credit And Customer Service
12.2022 - 09.2023

Sales Associate

Savers Thrift Store
03.2022 - 08.2024

Service Champion

Taco Bell
01.2021 - 11.2021

Barista

Dunkin’ Donuts
09.2018 - 01.2019

Gerald Creamer Center

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Hannah Shotzberger