Rosanna Charles Winifred
Brampton,Canada
Summary
Dynamic operations leader with a proven track record at Starbucks Coffee Company, enhancing customer experiences and streamlining operations. Excels in strategic planning and staff development, blending strong interpersonal skills with efficiency in Microsoft Office. Achieved significant improvements in team performance and customer satisfaction, demonstrating a detail-oriented and customer service-focused approach.
Overview
13
13
years of professional experience
Work History
Store Manager
Starbucks Coffee Company
09.2022 - Current
- Staffing & Scheduling: assessing staffing needs, sourcing candidates and hiring partners who love to serve and live Our Mission & Values
- Create and communicate effective schedules to enable the team to work together to create best moments for customers
- Teaching & Training: Create an environment where partners can learn new skills and knowledge
- Equip trainers with the right resources and plans so they can confidently teach others
- Ensures deployment systems and processes are in place to support teams in working together to deliver the Starbucks Experience to every customer
- Ensure inventory accuracy to have the right products and quantity to grow sales, minimize waste
- Ensures systems and processes are in place to guide improvement and consistently deliver the Starbucks Experience
- Set expectations, remove obstacles and role model what it means to create a safe and welcoming environment
- Have a clear understanding of safety tools, training and resources
- Develop and empower shift supervisors to lead a safe and welcoming environment, address disruptive behaviors and uphold the Third Place Policy
- Create the plan to ensure stores are in compliance with food safety standards and procedures
- The food safety plan supports to identify and eliminate gaps and creates sustainability for standards to be followed
- Effectively utilize communication channels and tools that support shift supervisors and baristas
- Develop and empower my team to ensure they are knowledgeable about key information and communicate effectively
- Planning and prioritizing: Building a robust calendar to ensure all aspects to the business are taken care of
- Have a plan in place to prioritize the right work and achieve established goals
- Business Analysis: Weekly analysis of store metrics, monthly analysis of profit and loss reports
- Analyze specific barriers to growth and ensures partners are focused on top priorities
- Coaching to support partners with continuous improvement
- Create an inclusive culture of excellence where teams thrive and have a collective commitment to delivering the best guest experience
- Build relationships with guests and partners to deliver an excellent guest experience
Café Manager
Hotshots Café
02.2018 - 05.2022
- Worked and managed all sections of the café inclusive of the barista section, till and kitchens
- Plan, organize, direct, control and evaluate the operations of the café
- Determine type of services to be offered and implement operational procedures
- Recruit staff and oversee staff training
- Set staff work schedules and monitor staff performance in her section
- Control inventory, monitor revenues and modify procedures and prices
- Resolve customer complaints and ensure health and safety regulations are followed
- Tasting food for accuracy and adjusting until perfect
- Negotiate arrangements with clients for catering
- Ensure customer satisfaction
- Advising customers on menu choice if required
- Helping in all areas of the restaurant when necessary
Sales Associate- Massy Stores Mega
Massy Stores SLU Ltd.
01.2017 - 12.2017
- Provided fast, friendly service to customers in a supermarket setting
- Meeting and greeting customers, inquiring about their needs and making the necessary suggestions based on those needs
- Compelling the customer to purchase the item while reassuring them that they made the perfect decision
- Creating warranty forms and delivery documents to ensure customers receive the purchased items within a timely manner
- Provided a clean customer friendly and customer ready environment
- Maintained sales floor in relation to physical presentation and price discipline of store goods
- Replenished and merchandised small appliances
- Made orders to replenish white goods (Washing machines, Refrigerators, Cookers etc.)
Sales Associate & Customer Service Representative
Massy
09.2016 - 12.2016
- Provided fast, friendly service to customers in a supermarket setting
- Meeting and greeting customers, inquiring about their needs, and making the necessary suggestions based on those needs
- Compelling the customer to purchase the item while reassuring them that they made the perfect decision
- Creating warranty forms and delivery documents to ensure customers receive the purchased items within a timely manner
- Provided a clean customer friendly and customer ready environment
- Maintained sales floor in relation to physical presentation and price discipline of store goods
- Replenished and merchandised small appliances
- Made orders to replenish white goods (Washing machines, Refrigerators, Cookers etc.)
Customer Support Staff
Converge Solutions Inc.
10.2015 - 07.2016
- Managed the online helpdesk, which involves responding to customer complaints in a friendly yet professional and time efficient manner
- Managed the online ticketing system (Kayako)
- This entails noting tickets containing faults logged by customers followed by assigning these tickets to the next available technician and updating tickets so as to keep the customer informed of the progress which is being made
- Conducted training sessions for management and staff on the online ticketing system (Kayako) to provide the entire organization with a proper understanding of the workflow
- Answered incoming calls/ telephone enquiries and relayed telephone calls and messages to appropriate personnel based on customer needs
Social Media Specialist
Converge Solutions Inc.
10.2015 - 07.2016
- Presented Converge Solutions Inc
- To the public in a manner which was informative yet inviting through the means of social media such as Facebook
- Kept all social media sites up to date with recent information regarding the company and current events in relation to the technological world
- Managed the company’s official web blog, informing users or all the new and interesting thrills in the ever-evolving realm of technology
POS Support Staff and Inventory Management System Support Staff
Converge Solutions Inc.
10.2015 - 07.2016
- Learned the ins and outs of the POS system (AccuPos) to provide relevant training and general assistance to customers
- Learned the ins and outs of the Inventory Management System (Bizops) to provide relevant training and general assistance to customers
- Conducted training sessions on the inventory management system with customers
Junior Technician and Web Developer
Computer Centre Limited
07.2015 - 08.2015
Data Entry Clerk
Water and Sewage Company (WASCO)
07.2012 - 08.2012
Data Entry Clerk
Ministry of Justice: High Court, Criminal Division
04.2012 - 04.2012
Education
Business Management & Marketing Diploma -
College of the Rockies
Cranbrook, BC05.2020
CompTIA A+ Certified -
Computer Networking and Security Services Inc. (CNSS)
Castries, St. Lucia06.2016
Associate Degree - Computer Systems Engineering
Sir Arthur Lewis Community College
Morne Fortune, Castries, St. Lucia05.2015
High School Diploma -
St. Josephs Convent Secondary School
Castries, St. Lucia05.2013
Skills
- Detail-oriented
- Work Planning and Prioritization
- Strong interpersonal and organizational skills
- Efficient in Microsoft Office applications
- Customer service-oriented
- Social media savvy
- Operations management
- Strategic thinker
Community Service
- Member, Pantime Steel Orchestra, 2012-2017
- Member, Girl Guide Association
Timeline
Store Manager
Starbucks Coffee Company
09.2022 - Current
Café Manager
Hotshots Café
02.2018 - 05.2022
Sales Associate- Massy Stores Mega
Massy Stores SLU Ltd.
01.2017 - 12.2017
Sales Associate & Customer Service Representative
Massy
09.2016 - 12.2016
Customer Support Staff
Converge Solutions Inc.
10.2015 - 07.2016
Social Media Specialist
Converge Solutions Inc.
10.2015 - 07.2016
POS Support Staff and Inventory Management System Support Staff
Converge Solutions Inc.
10.2015 - 07.2016
Junior Technician and Web Developer
Computer Centre Limited
07.2015 - 08.2015
Data Entry Clerk
Water and Sewage Company (WASCO)
07.2012 - 08.2012
Data Entry Clerk
Ministry of Justice: High Court, Criminal Division
04.2012 - 04.2012
Business Management & Marketing Diploma -
College of the Rockies
CompTIA A+ Certified -
Computer Networking and Security Services Inc. (CNSS)
Associate Degree - Computer Systems Engineering
Sir Arthur Lewis Community College
High School Diploma -
St. Josephs Convent Secondary School