Gabriella Della Mattia
Langley,BC
Summary
Enthusiastic Shift Supervisor who takes pride in delivering the Starbucks Experience and acting as an ambassador for the brand. Delivers excellent service to a wide range of individuals. Frequently earns recognition for quality of work from peers, management, and customers. Utilizes strong verbal and written communications skills and is well-versed in clerical duties. Organized and flexible to complete variety of changing duties.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Retail Shift Supervisor/Barista
Starbucks
Aldergrove, BC & Ottawa, ON
03.2015 - Current
- Awarded “Partner of the Quarter” April 2021
- Promoted to SSV September 2021
- Certified Member of Joint Health and Safety Committee
- Keyholder responsible for store opening and closing procedures including store security and cash management
- Maintains morale among partners and creates a culture of warmth and belonging where everyone is welcome
- Effectively allocates tasks during high-traffic times to keep operations running smoothly and baristas focused
- Prioritizes the customer experience and reads customer cues to create a personalized experience that goes above and beyond to delight the customer
- Acts as an escalation point of contact to resolve critical and complex customer concerns; coaches and offers support to baristas on strategies for handling unhappy customers and challenging situations with empathy, professionalism, and tact to drive customer satisfaction and repeat business while ensuring to also maintain the Third Place for partners
- Fosters relationships with regular customers and shows interest in their wellbeing, generating genuine connections and a friendly community atmosphere
- Implements daily operating procedures to keep store clean, safe, adequately stocked, and well-organized, while routinely performing operations audits and station assessments in order to report improvement opportunities to SM and ensure compliance with Starbucks standards
- Maintains accurate weekly inventory counts to align inventory processes with demand projections to sustain operations and maximize organizational efficiency
- Gained perspective on store types and leadership styles by seeking opportunities to work shifts in many different stores in multiple provinces
Recreation Attendant
Township of Langley
Langley, BC
04.2022 - Current
- Answers a high volume of complex inbound calls in a fast-paced public recreation centre environment while simultaneously managing in-person inquiries regarding activities, facilities, and services within the community
- Conducts facility opening and closing procedures including cash handling
- Effectively provides information to a diverse public, communicating policies, processes, and fees
- Schedules recreational and educational programs for patrons, records administrative data and maintains records
- Exercises initiative and performs tasks without supervision
- Responsible for variety of clerical tasks
- Processes credit card payments via phone
- Completes contracts for membership financing
Dining Room and Banquet Server
Rideau Club
Ottawa, Ontario
11.2018 - 03.2020
- Delivered excellent bilingual service to VIP private members and their guests with confidentiality and discretion
- Supervised dining table set-up for variety of event types according to contracts while following strict service standards
Seasonal Service Clerk
Mermaid Pools
Ottawa, Ontario
05.2017 - 09.2017
- First line of contact and designated liaison between customers and contracted technicians
- Managed the service department phone line; actively listened to customer complaints, quickly and accurately answered questions, suggested effective solutions
- Researched information to provide solutions to unique customer inquiries
- Transcribed technician notes and closed work orders by issuing invoices, receiving payments, issuing receipts, and filing documents
- Completed contracts for pool cleaning service
Education
Honours Bachelor of Social Science - Political Science
University of Ottawa
Ottawa, ON06.2023
Courses in - Communications And Political Science
University of The Fraser Valley
Abbotsford, BC2014
Skills
- Delegation & Supervision
- 60WPM accurate typing speed
- Customer Conflict De-escalation
- Academic Writing
- Copy Editing
- Empathetic Communication
- Excellent Telephone Etiquette
- Attention to Detail
- Undergraduate Research
- Employee Coaching and Training
- Municipal Policy and Procedures
- Problem Anticipation & Resolution
- Adaptable to Changing Demands
- Administrative Documentation
Certification
Emergency First Aid & CPR/AED
Level C
Canadian Red Cross
Issued January 2022
Timeline
Recreation Attendant
Township of Langley
04.2022 - Current
Dining Room and Banquet Server
Rideau Club
11.2018 - 03.2020
Seasonal Service Clerk
Mermaid Pools
05.2017 - 09.2017
Retail Shift Supervisor/Barista
Starbucks
03.2015 - Current
Honours Bachelor of Social Science - Political Science
University of Ottawa
Courses in - Communications And Political Science
University of The Fraser Valley
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