Shanna Koetsier
Colorado Springs
Summary
Experienced in excellent customer service skills, communication, and team building. Utilizes strong leadership and organization skills to manage a team, event, and/ or operation smoothly. Track record of effective problem-solving and conflict resolution, ensuring professionalism, and satisfaction between team members and customers. Highly flexible, reliable, and specializes in inter-department communication, building rapport between team members and/or customers to create the best experience for those involved.
Overview
2026
2026
years of professional experience
Work History
Shift Lead
Dutch Bros
01.2024 - Current
- Created an experience for customers through personalized service, resolving complaints, and creating high quality beverages.
- Boosted sales through the upselling of additions to drinks.
- Accurately balanced end of day drawers and collected payments from customers.
- Supervised daily operations to ensure efficiency and high-quality customer service.
- Trained new baristas on beverage creation and customer service techniques.
- Fostered positive relationships with regular customers that catered specifically to their needs on each visit.
Registrar Service Desk Supervisor
Charis Bible College
01.2023 - 01.2024
- Supervised a team insuring students requests were fulfilled timely and accurately.
- Managed student registration processes, ensuring accuracy and ease for students and faculty.
- Developed and implemented efficient record-keeping systems to enhance data retrieval, reporting, and process ease.
- Coordinated communication between departments to streamline student enrollment procedures.
- Utilized customer service techniques to insure a quality experience for students and promptly resolved any complaints.
Student Accounts Specialist
Charis Bible College
01.2022 - 01.2023
- Resolved complex billing and payment issues for balanced and accurate accounts.
- Managed multiple accounts simultaneously, demonstrating organizational skills, multi-tasking skills, and attention to detail.
- Analyzed financial data to generated accurate reports for management.
- Provided exceptional customer service to students and staff regarding account inquiries.
- Managed student accounts, ensuring accurate billing and timely payments.
- Developed and implemented streamlined processes for account reconciliation.
Theater Team Member
Cinemark
2022 - 2022
- Managed cash registers accurately, processing transactions efficiently and upselling promotional products to increase company profits.
- Demonstrated attention to detail when monitoring audience behavior during shows and promptly addressing any disturbances.
- Provided a clean environment for guests to experience.
- Provided customer service by assisting patrons with accessibility needs or resolving any concerns.
- Created a positive work environment among fellow staff members through communication, teamwork, and respect.
Front End Sales Associate
Lowe's Home Improvement
01.2021 - 01.2021
- Assisted with product selection and provided knowledge on products to meet the customer's needs.
- Collaborated with team members to achieve daily sales targets.
- Trained new associates on customer service protocols and store policies.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty to the store brand.
- Coordinated with separate departments to resolve customer issues efficiently and timely.
- Troubleshooted issues with customers orders to ensure the experience was positive.
- Fulfilled customer requests by pulling products and having the customer's order ready when they arrived.
- Processed transactions quickly and accurately, ensuring a seamless checkout experience for customers.
Cashier
Wine Castle
01.2020 - 01.2020
- Processed customer transactions accurately and efficiently.
- Assisted customers when needed, and advised customers on products, to drive more profit for the company.
- Managed cash drawer to ensuring accuracy daily.
- Trained new cashiers on procedures and best practices for efficiency.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Stocked, tagged and displayed merchandise.
Photo Lab Technician
Washtenaw Community College
01.2019 - 01.2020
- Maintained inventory of photographic supplies.
- Assisted students with any photographic equipment issues.
- Conducted regular equipment checks to ensure optimal performance and reliability.
- Collaborated with faculty, providing technical support for photography courses.
- Filled tanks of processing machines with solutions such as developer, dyes, stop-baths, fixers, bleaches and washes.
- Used inkjet printer, canvas and metal prints and mat boards to print and mount images.
Birthday Party Hostess, Counter, and Food Staff
Super Bowl
01.2017 - 01.2019
- Demonstrated flexibility by being able to seamlessly transfer between departments when needed.
- Coordinated themed birthday parties, ensuring guest satisfaction.
- Trained and mentored new staff on best practices for hosting birthday events, food service, and front counter service effectively.
- Collaborated with departments to source decorations, catering, and lane service efficiently.
- Provided customer service by addressing inquiries and resolving issues promptly.
- Maintained cleanliness and organization of bowling area to promote safety and enjoyment.
- Handled cash transactions accurately while maintaining strong attention to detail during busy periods of operation.
- Assisted customers with lane set-up, shoe rental, and equipment selection for optimal performance.
- Fostered positive relationships with regular customers that catered specifically to their needs on each visit.
- Created a welcoming atmosphere by greeting customers upon arrival and thanking them as they left.
Education
AS - Liberal Arts in Creative Writing
Washtenaw Community College
04.2019
Certificate - Photographic Imaging
Washtenaw Community College
12.2019
Skills
- Communication
- Multi-Tasking
- Adaptable learner
- Employee training
- Staff supervision
- Flexible
- Customer service focus
- Team motivation
- Conflict resolution
Accomplishments
- Coordinated with multiple experts in separate departments to create an effective record keeping system to process student requests.
- Organized and led an initiative to intergrade new students into a preexisting student body.
- Organized and coordinated two separate school registration events.
- Achieved bringing in the highest amount of credit applications in a period of time.
Timeline
Shift Lead
Dutch Bros
01.2024 - Current
Registrar Service Desk Supervisor
Charis Bible College
01.2023 - 01.2024
Student Accounts Specialist
Charis Bible College
01.2022 - 01.2023
Front End Sales Associate
Lowe's Home Improvement
01.2021 - 01.2021
Cashier
Wine Castle
01.2020 - 01.2020
Photo Lab Technician
Washtenaw Community College
01.2019 - 01.2020
Birthday Party Hostess, Counter, and Food Staff
Super Bowl
01.2017 - 01.2019
Theater Team Member
Cinemark
2022 - 2022
AS - Liberal Arts in Creative Writing
Washtenaw Community College
Certificate - Photographic Imaging
Washtenaw Community College