Kellie Laurent
Bowling Green
Summary
Dynamic Shift Manager with extensive experience at Starbucks, excelling in employee training and customer service. Proven ability to enhance team performance and ensure compliance with health standards. Recognized for resolving escalated issues effectively while fostering a positive work environment. Punctual and reliable, with a strong focus on operational excellence and customer satisfaction.
Overview
21
21
years of professional experience
Work History
Shift Manager
Scooters Coffee Shop
Bowling Green, KY
08.2023 - 06.2026
- Supervised daily operations to ensure efficient service and customer satisfaction
- Trained and mentored new staff on coffee preparation and customer service protocols.
- Monitored quality control standards for beverages, ensuring consistency across all products.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
Shift Manager
Starbucks
Bowling Green, KY
01.2005 - 07.2023
- Supervised daily operations to ensure efficient workflow and exceptional customer service.
- Coordinated inventory management, ensuring optimal stock levels and minimal waste.
- Trained and mentored staff on operational procedures and quality standards.
- Resolved customer inquiries and complaints swiftly, maintaining high satisfaction levels.
- Monitored compliance with health and safety regulations, fostering a safe work environment.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team while mentoring new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Exercised composure under pressure and in escalated customer service scenarios.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
Education
GED -
Homeschool
Bowling Green Kentucky Skills
- Customer service focus
- Employee training
- Opening and closing procedures
- Punctual and reliable
- Flexible scheduling
- Shift leadership
Timeline
Shift Manager
Scooters Coffee Shop
08.2023 - 06.2026
Shift Manager
Starbucks
01.2005 - 07.2023
GED -
Homeschool