Katrina - Topanga Marshall
Carp,ON
Summary
Dynamic Sommelier and Shift Manager with a proven track record at LCBO, enhancing wine sales and customer satisfaction through expert wine pairing and exceptional service. Skilled in wine list management and team leadership, I've successfully curated unique wine selections and fostered strong client relationships, significantly improving team performance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Sommelier
Wine Tasting
09.2018 - Current
- Traveled to vineyards to discover obscure vintages and varieties and better understand the winemaking process.
- Increased wine sales by effectively presenting a diverse range of options to customers, showcasing knowledge and expertise.
- Enhanced customer satisfaction by recommending and pairing wines with menu items based on individual preferences.
- Kept current on industry trends and market fluctuations through continuous education and networking opportunities.
- Evaluated potential new additions to the wine list through systematic blind tasting protocols, guaranteeing only top-quality offerings were featured.
- Organized exclusive wine tastings and events for VIP clients, fostering strong relationships and repeat business.
- Sourced unique wines from lesser-known regions or producers, offering guests exciting choices not found elsewhere.
- Developed and maintained an extensive wine list, catering to varied tastes and price points for optimal selection.
Shift Manager CSR
LCBO
11.2014 - Current
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Promoted a positive work environment through open communication and constructive feedback.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Kept employees operating productively and working on task to meet business and customer needs.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Handled emergency situations with a calm demeanor, ensuring the safety of both customers and employees during critical incidents.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Exercised composure under pressure and in escalated customer service scenarios and set positive example for shift team.
- Coordinated merchandising, promoted new products and increased brand awareness.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
Education
Wine Sommelier
Algonquin College
Ottawa, ON12.2018
High School Diploma -
Bell High School
Nepean, ON06.2012
Skills
- Wine pairing knowledge
- Wine Aging Potential
- Wine Faults Detection
- Wine List Management
- Wine Knowledge
- Wine service techniques
- Wine list curation
- Customer Service
- Team Leadership
Languages
English
Native or Bilingual
Certification
Smart Serve
First Aid
Timeline
Sommelier
Wine Tasting
09.2018 - Current
Shift Manager CSR
LCBO
11.2014 - Current
Wine Sommelier
Algonquin College
High School Diploma -
Bell High School
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