Dorina Encheva
Buffalo Grove
Summary
Dynamic Shift Leader with a proven track record in team motivation and operational efficiency. Expert in training staff and enhancing customer service, driving positive outcomes in high-pressure environments, creating a positive workflow dynamic and experience for both customers and staff.
Overview
10
10
years of professional experience
Work History
Shift Leader
Starbuck Coffee
Buffalo Grove, IL
08.2017 - Current
- Supervised daily operations to ensure smooth workflow and adherence to quality standards.
- Trained and mentored staff on customer service techniques and product knowledge.
- Strengthened communication skills through regular interactions with others.
- Cultivated interpersonal skills by building positive relationships with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Developed training materials that streamlined onboarding processes for new employees, enhancing learning speed.
- Trained and mentored new employees to maximize team performance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Implemented strategies to enhance team efficiency during peak hours.
- Managed inventory levels, ensuring optimal stock availability for busy shifts.
- Supervised team performance to ensure adherence to operational standards and company policies.
- Trained new staff on core procedures and safety protocols to enhance productivity and compliance.
- Resolved customer complaints effectively, reinforcing positive relationships and promoting brand loyalty.
- Oversaw cash handling procedures, reducing discrepancies and increasing overall accuracy in financial transactions.
- Established clear lines of communication within the team, promoting collaboration and efficient problem-solving capabilities among staff members.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Skilled at working independently and collaboratively in a team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Front Desk Receptionist
Marriot Hotel
Lincolnshire, IL
03.2016 - 05.2017
- Managed guest check-in and check-out processes efficiently.
- Handled multi-line phone system to address inquiries and reservations.
- Coordinated with housekeeping to ensure room readiness for guests.
- Trained new staff on front desk operations and customer service standards.
- Resolved guest complaints by implementing effective solutions promptly.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Enhanced guest experience by maintaining welcoming and organized reception area.
Education
Associate of Science - Biology
William Rainey Harper College
Palatine, IL05-2018
Bachelor of Science - Business Administration And Management
Western Governors University
Salt Lake City, UT05-2027
Skills
- Positive attitude
- Cash handling
- Team leadership
- Problem-solving
- Customer service focus
- Strong verbal and written communication
- Team motivation
- Training assistance
- Creative problem solving
- Team collaboration and leadership
- Customer service management
- Conflict resolution
- Goal setting and tracking
- Motivational leadership
- POS system operation
- Interpersonal relations
- Diplomatic and fair
- Customer service
- Multitasking
- Organizational skills
- Attention to detail
- Decision-making capacity
- Excellent communication
- Time management
- Task prioritization
- Critical thinking
- Reliability
Languages
Bulgarian
Native or Bilingual
Spanish
Limited Working
Timeline
Shift Leader
Starbuck Coffee
08.2017 - Current
Front Desk Receptionist
Marriot Hotel
03.2016 - 05.2017
Bachelor of Science - Business Administration And Management
Western Governors University
Associate of Science - Biology
William Rainey Harper College