Resume
Nicole Brennan
With nine years plus of customer service and coaching individuals. Gradating
with a degree is organizational leaders from Arizona State University. With
experience in difficult situation within the company and customer
satisfaction.
Work Experience:
Starbucks:
Shift Supervisor 6/2015-Current
Acts with integrity, honesty and knowledge that promote the culture, values and mission
of Starbucks.
Maintains a calm demeanor during periods of high volume or unusual events to keep
store operating to standard and to set a positive example for the shift team.
Anticipates customer and store needs by constantly evaluating environment and
customers for cues.
Communicates information to manager so that the team can respond as necessary to
create the Third-Place environment during each shift.
Assists with new partner training by positively reinforcing successful performance and
giving respectful and encouraging coaching as needed. Provides feedback to store
manager on partner performance during shift.
Contributes to positive team environment by recognizing alarms or changes in partner
morale and performance and communicating them to the store manager.
Creates a positive learning environment by providing clear, specific, timely and
respectful coaching and feedback to partners on shift to ensure operational excellence and
to improve partner performance.
Delivers legendary customer service to all customers by acting with a customer comes
first attitude and connecting with the customer. Discovers and responds to customer
needs.
Develops positive relationships with shift team by understanding and addressing
individual motivation, needs and concerns.
Executes store operations during scheduled shifts. Organizes opening and closing duties
as assigned. Follows Starbucks operational policies and procedures, including those for
cash handling and safety and security, to ensure the safety of all partners during each
shift.
Follows all cash management and cash register policies and ensures proper cash
management practices are followed by shift team.
Follows up with baristas during the shift to ensure the delivery of legendary customer
service for all customers.
Provides quality beverages, whole bean, and food products consistently for all customers
by adhering to all recipe and presentation standards. Follows health, safety and sanitation
guidelines for all products.
Recognizes and reinforces individual and team accomplishments by using existing
organizational tools and by collaborating with store manager to find new, creative, and
effective methods of recognition.
Utilizes operational tools to achieve operational excellence during the shift.
Maintains regular and punctual attendance.
Barnes and Noble:
Bookseller 10/2013-6/2015
• Execute on the four core service principles: put the book in the customer’s hand, offer to order,
offer the Member program, and fast cashiering.
• Deliver exceptional customer service that ensures sales and high levels of customer satisfaction.
• Greet and establish rapport with customers, proactively engaging them in conversations about our
products, services and promotions to determine their needs and recommend the right products.
• Ensure all customer transactions are processed accurately and in a timely manner.
• Share knowledge and enthusiasm about all our products, services, and promotions, providing a
personalized experience to multiple customers at the same time.
• Respond to customer’s concerns and questions, and secure the sale.
• Drive customer loyalty through successful selling of Memberships, gift cards, Kid’s Club and
other sales initiatives.
• Communicate specific product needs to managers to ensure the store is stocked appropriately
with in-demand titles and customer requests.
• Recover the selling floor during each shift by, gathering and restocking items, straightening
bookcases, maintaining tables in the Café, maintaining restroom cleanliness, and performing
other store housekeeping tasks.
• Support and promote business development sales and in-store events.
• Assist in any area of the store as needed.
• Adhere to all inventory and loss prevention standards.
• Help orient new booksellers, ensuring a smooth acclimation to the store and our bookselling
culture.
Skill Set:
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Microsoft Access
Microsoft Outlook
Educations:
High School Woodbridge graduate 2013
Arizona State University Graduation 2021
o Degree Organizational Leadership
