Epiphany Baldwin
Summerville
Summary
Organized and efficient supervisor supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
Southwest Airlines
06.2023 - 07.2025
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Handled disruption situations due to irregular operations such as air traffic control delays, passenger disruptions, etc.
- Led as the stations culture ambassador. Created a harmonious and team built atmosphere
- Improved office operations by automating client correspondence, record tracking and data communications.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Kept high average of performance evaluations.
FOH/BOH Director
Chick-fil-A
09.2013 - 02.2023
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Followed operational procedures and enforced product standards, quality and consistency.
- Supported smooth front end activities through steady product flow and accurate pricing.
Bartender/FOH Supervisor
Zea Rotisserie & Bar
11.2019 - 10.2022
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Initiated server side-work chart rotation to promote solidarity and standard of cleanliness.
- Managed inventory through effectively ordering and stocking uniforms, linens, beverages, and front of house supplies.
- Performed cash handling activities and secured nightly bank deposits.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
Education
Bachelor of Arts - Finance
Howard University
Washington, DCBachelor of Arts - Finance
Jackson State University
Jackson, MS05-2022
Skills
- Employee schedule management
- Performance evaluation
- Team leadership
- Training programs
- Complaint resolution
- Performance management
Timeline
Customer Service Supervisor
Southwest Airlines
06.2023 - 07.2025
Bartender/FOH Supervisor
Zea Rotisserie & Bar
11.2019 - 10.2022
FOH/BOH Director
Chick-fil-A
09.2013 - 02.2023
Bachelor of Arts - Finance
Howard University
Bachelor of Arts - Finance
Jackson State University
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