Grace Charlton
Peoria
Summary
Dynamic customer service professional with over 5 years of experience in enhancing client satisfaction and fostering lasting relationships. Expertise lies in creating tailored experiences through exceptional communication and interpersonal skills, ensuring every interaction leaves a positive impression. Recognized for adaptability in fast-paced environments, maintaining composure and efficiency while collaborating with team members to achieve operational excellence. Committed to promoting a culture of service excellence, personal growth, and community engagement, ready to make a meaningful impact in a customer-focused role.
Overview
3
3
years of professional experience
Work History
Barista Shift Lead
Ovation Coffee & Tea
04.2024 - 02.2025
- Developed strong relationships with regular customers, fostering loyalty through personalized attention and product recommendations.
- Assisted with managing vendor relationships, stock levels, and inventory systems to ensure uninterrupted product availability and cost control.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Contributed to store profitability by upselling products and promoting seasonal offerings.
- Performed equipment troubleshooting and minor repairs to maintain seamless day-to-day operations and minimize downtime.
- Prepared and served food items with consistency and attention to detail, maintaining high standards across breakfast, lunch and pastry offerings.
- Developed and cultivated personalized relationships with costumers, staff, and third party entities, enhancing repeat business, referrals and overall satisfaction
- Cultivated long-term customer loyalty and personalized service experience by maintaining a tailored costumer log of regulars' names, preferences, and visiting patterns.
- Operated and maintained nitrogen-infused systems and kegged beverages, ensuring both product safety and quality standards.
- Maintained accurate, real time financial records in the POS system, supporting transparency and end-of-day reconciliation.
- Mastered advanced latte art techniques and coached incoming team members on milk aeration, pouring methods and presentation standards.
- Trained and mentored new hires, providing hands-on instruction in barista fundamentals, workflow, and coffee knowledge while fostering growth, accountability, and a collaborative team culture.
Assistant Instructor
Three Beat Farms
01.2023 - 01.2025
- Provided regular riding instruction to beginner through intermediate students, focusing on foundational skills, equitation, and progression toward intermediate-level jumping.
- Conducted jumping lessons, facilitating rider development up to 2'9".
- Collaborated closely with the head trainer to align lesson plans, support rider goals, and ensure consistency in training methods.
- Aided in transitioning riders into jumping disciplines through structured flatwork, pole exercises, and gridwork, preparing students to move into more advanced programming.
- Served as the only additional regularly scheduled instructor, providing lesson coverage and program continuity across a variety of rider levels.
- Adapted instruction based on age, learning style, and horse-rider dynamics to create a safe and encouraging learning environment.
- Communicated rider progress and readiness for advancement to head trainer and parents, supporting long-term program development.
- Provided flexible lesson coverage across the program, stepping in for both group and private lessons as needed.
Barista
Dutch Bros
05.2023 - 11.2024
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Prepared and served a wide variety of espresso beverages, teas and blended drinks with speed and accuracy.
- Efficiently memorized 30+ beverage recipes and adapted recommendations to match costumer preferences and seasonal offerings.
- Delivered exceptional costumer service in a high-energy, fast-paced drive-thru environment.
- Handled transactions efficiently, including collecting payments and making accurate change.
- Maintained a friendly and professional demeanor during high-volume rushes and special events.
- Collaborated closely with team members to ensure smooth operations and upbeat customer interactions.
Riding Academy Lead Instructor
Lake Oswego Hunt Club
09.2021 - 04.2024
- Led comprehensive riding instruction for students of all ages and abilities, including individuals with physical and developmental disabilities.
- Paired rider with appropriate equine partners based on temperament, experience, and lesson goals.
- Developed and delivered mounted lessons across multiple disciplines, including Western Pleasure, English Equitation, Dressage, and Hunter Jumper.
- Designed and facilitated unmounted horsemanship lessons covering equine care, anatomy, tack handling, groundwork, and stable management.
- Created and implemented structured lesson plans and seasonal curricula tailored to rider progress and skill-building.
- Oversaw and managed summer camps, in-barn shows, and IEA practices, coordinating logistics, staff, and programming to enhance community engagement and revenue.
- Supervised and mentored interns and junior staff, providing training, evaluation, and support in instructional and operational tasks.
- Evaluated student performance regularly, offering individualized feedback and adapting lesson plans to support growth.
- Oversaw conditioning and training rides for academy horses to maintain responsiveness and movement quality.
- Trained horses in both mounted and in-hand work to reinforce cues and ensure rider safety.
Education
High School Diploma -
American Academy
Salt Lake City, UT05-2023
Skills
Interpersonal & Communication Skills
Instructional & Curriculum Development
Customer Service Excellence
Team Collaboration & Leadership
Adaptability in Fast-Paced Environments
Timeline
Barista Shift Lead
Ovation Coffee & Tea
04.2024 - 02.2025
Barista
Dutch Bros
05.2023 - 11.2024
Assistant Instructor
Three Beat Farms
01.2023 - 01.2025
Riding Academy Lead Instructor
Lake Oswego Hunt Club
09.2021 - 04.2024
High School Diploma -
American Academy