Mark Cooley
Mesa,AZ
Summary
Dynamic and results-driven barista with extensive experience at Black Rock Coffee Bar, Dutch Bros, and Main Street Sweets. Expert in staff management and customer service, successfully training teams and enhancing customer satisfaction. Proven ability to develop unique drink menus and maintain efficient operations, fostering a positive work environment and achieving high performance standards.
Overview
9
9
years of professional experience
Work History
Manager/Head Barista
Main Street Sweets
01.2021 - Current
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Developed and priced a custom drink menu, ensuring competitive pricing and a unique selection.
- Coordinated with the shop owner to balance staffing as workloads changed.
Shift Leader
Dutch Bros
07.2017 - 05.2019
- Trained new employees and delegated daily tasks and responsibilities.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Barista
Dutch Bros
08.2016 - 10.2017
- Maintained regular and consistent attendance and punctuality.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Cleaned counters, machines, and utensils daily.
Education
High School Diploma -
Mountain View High School
Mesa, AZ05-2016
Skills
- Customer service
- Work prioritization
- Schedule preparation
- Staff management
- Coaching and mentoring
- Inventory management
Accomplishments
- Promoted to Shift Lead after 8 months.
- Promoted to Fraud Specialist after 2 months.
- Supervised team of 15 staff members.
- Top performer in Discover Cards Fraud Department, averaging 34 case resolutions/hour.
- Assisted in opening two independently owned coffee shops, creating custom menus and original drink recipes for each.
Timeline
Manager/Head Barista
Main Street Sweets
01.2021 - Current
Shift Leader
Dutch Bros
07.2017 - 05.2019
Barista
Dutch Bros
08.2016 - 10.2017
High School Diploma -
Mountain View High School
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