Shift Lead
Lillian Johnson
Starbucks
Chicago
2
Certifications
6
years of professional experience
Shift Leader supporting customer service and sales operations through partner support, analyzing business metrics for growth opportunity, encouraging problem-solving capabilities within partners, and cultivating a positive and productive coffeehouse environment. Draws on food service and hospitality experience to resolve bottlenecks, guide customers through service questions, and keep standards steady during busy periods, bringing a service-first approach to fast-paced environments that depend on accurate communication and calm problem solving.
Work History
Shift Lead
2 Years- Monitor daily customer interactions and resolve service issues while maintaining a steady guest experience.
- Oversee barista coverage, delegate tasks, and keep shift priorities moving during busy store periods.
- Complete weekly ordering and inventory to keep stock levels aligned with store demand.
- Handle daily opening and closing routines, including temperature checks, cleaning procedures, safe counts, and till balancing.
Gift Shop Associate, Cafe Manager
1 Year 5 Months- Processed customer transactions daily while balancing registers and supporting accurate cash handling.
- Restocked merchandise and maintained appealing displays to support merchandising and product replenishment throughout the shop.
- Resolved customer concerns with calm communication and customer de-escalation, supporting a steady service experience.
- Prepared the cafe for daily service by completing cleaning tasks, opening procedures, and closing procedures.
Customer Service Specialist III
2 Years 1 Month- Handled reservation calls daily to book cruise and tour itineraries for customers.
- Resolved customer inquiries daily while supporting existing reservations and follow-up needs.
- Managed inbound booking calls for cruise and tour reservations, balancing service accuracy with customer needs.
- Maintained clear communication with reservation vendors and customers to address changes and service requests.
- Created process documents for new hires and supported training to help teammates ramp up faster.
Beauty Advisor
1 Year- Processed online orders daily by locating products, completing fulfillment, and preparing items for pickup.
- Recommended products that matched customer needs and supported upselling efforts tied to quarterly sales goals.
- Stocked merchandise neatly to maintain organized displays and keep product availability ready for shoppers.
- Checked product identification and guided shoppers to appropriate items using clear, knowledgeable recommendations.
Education
Bachelor - Art Studies, Music
High School Diploma - General Studies
- 3.8 GPA
- Key Club Member
Skills
Customer de-escalation
Complaint resolution
Customer service
Cash handling
POS knowledge
Key holder responsibilities
Store opening and closing procedures
Inventory management
Order fulfillment
Product replenishment
Merchandising
Retail scheduling
Online order processing
Team supervision
Certification
ServSafe Certification
Timeline
Shift Lead
Starbucks
11.2024 - CurrentRead More
Gift Shop Associate, Cafe Manager
The Historic New Orleans Collection
05.2023 - 10.2024Read More
Customer Service Specialist III
cxLoyalty
03.2021 - 04.2023Read More
Beauty Advisor
Ulta Beauty
11.2020 - 11.2021Read More
Tulsa School of Arts & Sciences
High School Diploma from General Studies
Read More
Arizona State University
Bachelor from Art Studies, Music
Read More