Technical Support Analyst II

• May 2022 - Present

Technical Support Analyst I

• Oct 2020 - May 2022

Wholesale Trainer

• Jul 2016 - Oct 2020

Responsible for education and technical training across three company locations with 15+ employees Provided technical training and education for 15+ wholesale client businesses Established and enforced rigorous quality control protocols and systems company-wide Developing and teaching coursework across multiple certification levels as an Authorized Specialty Coffee Association Trainer Oversee retail operations including staff management and product supply- chain management Managing employee/guest interactions, providing welcoming customer service, resolved guest complaints/service issues $1,200/year reduction in product overhead through product stream optimization Show less

Cafe Manager

• Mar 2014 - Jun 2016

Managed staff and product supply Onboarded and trained new staff in company policies and Steps-of-Service Handled cash deposits and business cash flow Provided exceptional customer service and built customer loyalty Handled complaint resolution to ensure a positive brand experience Managed staff and product supply Onboarded and trained new staff in company policies and Steps-of-Service Handled cash deposits and business cash flow Provided exceptional customer service and built customer loyalty Handled complaint resolution to ensure a positive brand experience

Assistant Manager

• Jan 2014 - Mar 2014

Managed FOH service and employees including guest complaint resolution Supervised coffee program and product supply Skillfully communicated and coordinated between front of house and back of house to provide expedient and quality service Managed FOH service and employees including guest complaint resolution Supervised coffee program and product supply Skillfully communicated and coordinated between front of house and back of house to provide expedient and quality service