Customer Service Direct Support

Michael Zelaya

*** *** ******, ******, ****** ***14 971-***-**** ad8lll@r.postjobfree.com

PROFESSIONAL SUMMARY

With 20 years of customer service experience, primarily focused on making coffee, I am dedicated to delivering exceptional service and quality. I am currently aspiring to transition into a career as a tattoo artist, bringing a strong background in client interaction and a passion for creative expression.

EXPERIENCE

Direct Support Worker – Resource Connections of Oregon, McMinnville, Oregon July 2012 – August 2018

Provided support and assistance to adults with disabilities, enhancing their quality of life. Assisted with daily living activities, including personal care, meal preparation, and medication management.

Developed and implemented individualized support plans to meet clients' unique needs and goals.

Promoted community inclusion by facilitating participation in local events and activities, fostering social interactions.

Completed additional training to work with a wider range of clients, including those with high-needs conditions.

Worked with a high-needs child, tailoring support strategies to meet complex care requirements. Collaborated

with other professionals and family members to ensure comprehensive care and support. Shift Lead – Starbucks Coffee, Seattle, Washington October 2018 – June 2022

Brewed coffee consistently and adapted to making new drinks based on company updates and customer preferences.

Managed employee breaks and shift scheduling to ensure smooth store operations. Handled cash transactions and maintained financial accuracy. Trained new baristas on proper drink-making sequence, techniques, and customer service standards.

Recognized as Employee of the Quarter and Barista Champion for exceptional performance and customer service.

Thrived in a fast-paced environment, efficiently managing high customer volume and ensuring quick, quality service.

Transported to different stores as needed to support various locations and maintain operational efficiency.

Store Lead –

Mud Bay, Seattle, Washington

July 2022 – September 2023

Delegated tasks to team members to ensure efficient store operations. Unloaded shipments and organized inventory to maintain store presentation and stock levels. Assisted customers with their pet needs, providing product recommendations and addressing inquiries.

Utilized solution-oriented training to effectively resolve customer issues and enhance satisfaction.

Transported to different stores as needed to support various locations and ensure smooth operations.

Dining Supervisor – Friendsview Retirement Community, Newberg, Oregon October 2023 – September 2024

Delegated and trained staff to ensure smooth operations and efficient service. Managed daily dining room activities to provide a positive dining experience. Cash handling, including daily transactions and maintaining financial accuracy. Worked with kitchen staff to ensure meals are correct and meet quality standards. Made exquisite coffee drinks, Italian sodas, and smoothies. Collaborated with other departments to maintain a high standard of service. Volunteer – Seattle Aquarium, Seattle, Washington

October 7, 2018 – July 2022

Assisted customers with inquiries and provided information about exhibits and programs. Engaged with visitors to enhance their experience and provided educational insights about marine life.

Discussed the importance of conservation and environmental protection. Helped identify species and explained their characteristics and behaviors. Took specialized training to feed Giant Pacific Octopus and other marine animals. Supported aquarium staff in maintaining a welcoming and informative environment. EDUCATION

McMinnville High School, McMinnville, Oregon

Graduated June 2006

SKILLS

Four years of coffee training experience.Strong customer service and communication skills.Proficiency in cash handling and financial management.Ability to collaborate effectively with team members and other departments.Experience in supporting adults with disabilities and implementing care plans.Leadership and task delegation in a retail environment.Solution-oriented approach to customer service and problem resolution.Expertise in coffee brewing and drink-making techniques.Adaptability to fast-paced work environments.Community inclusion and engagement.Specialized training in high-needs client care.Experience in conservation education and species identification.Knowledge of marine animal care, including feeding Giant Pacific Octopus.Flexibility in transporting to different store locations to support operational needs.

CERTIFICATIONS & LICENSESFood Handlers Card – October 2023

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