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Shawna
Customer Experience & Operations Manager
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Competencies
Demonstrated experience with Customer Success & Retention.
Demonstrated experience with Client Relationship Management.
Demonstrated experience with Escalation & Issue Resolution.
Demonstrated experience with Team Leadership & Coaching.
Demonstrated experience with Onboarding & Training.
Education
Languages
Summary
Customer Experience & Operations Manager open to new opportunities
Experience
CUSTOMER EXPERIENCE & OPERATIONS MANAGER
Led daily operations for a high-volume business while maintaining exceptional customer experience standards.. Managed, trained, and scheduled a team of approximately 15 employees, overseeing onboarding and performance.. Handled complex customer issues and escalations, resolving concerns efficiently to maintain loyalty and satisfaction.. Oversaw inventory management, order accuracy, and cash handling while ensuring operational consistency.. Acted as primary point of contact for customer concerns, balancing business needs with customer advocacy.
CUSTOMER EXPERIENCE MANAGER
Built strong relationships with a diverse customer base by delivering personalized, solutions-oriented service.. Resolved customer issues and complaints in real time, maintaining a calm and professional approach.. Ensured accuracy across orders, inventory, and financial transactions.. Collaborated with ownership to maintain service standards and operational flow.
CUSTOMER SERVICE REPRESENTATIVE
Managed inbound customer inquiries, orders, and claims while maintaining high satisfaction levels.. Built long-term client relationships through consistent follow-up and effective issue resolution.. Utilized CRM software and Microsoft Office tools to document interactions and track customer needs.. Worked cross-functionally to resolve customer concerns efficiently.
CAFE & BAR MANAGER
Managed day-to-day operations of a combined café and bar, balancing the unique demands of both settings, including staff oversight, inventory control, and customer service excellence.. Designed and executed creative beverage programs, featuring craft cocktails and seasonal menu offerings that boosted sales.. Cultivated a high-performing team by providing hands-on training in barista and mixology skills, fostering a positive work environment, and ensuring consistent, high-quality service.
BAR MANAGER
Oversaw bar operations, ensuring exceptional service, inventory accuracy, and a welcoming atmosphere for guests.. Created innovative craft cocktail menus that increased revenue and customer engagement.. Trained and led bartending staff, maintaining high standards for quality and efficiency.
BAR LEAD
Engaged with a diverse range of customers, understanding their needs, and providing personalized service.. Strong verbal communication skills developed through constant interaction with customers.. Ensured accuracy in taking orders, preparing drinks, and handling transactions.