Shanice Ross
Birmingham
Summary
Customer-focused and reliable professional with over five years of experience across hospitality, retail, customer service, care and security. Experienced in delivering exceptional customer service, assisting members of the public, resolving enquiries and maintaining safe, organised environments. A confident communicator who thrives in fast-paced settings, works well as part of a team, and remains calm under pressure. Holds a valid SIA Door Supervisor Licence and is committed to providing a welcoming, safe and positive experience for customers while maintaining high standards of professionalism.
Overview
7
7
years of professional experience
Work history
Team member
popeyes
07.2025 - 05.2026
- took customer orders accurately and processed payments using the till/POS system.
- Prepared and delivered food and drinks quickly while maintaining excellent customer service.
- Kept the restaurant clean and tidy, including dining areas, counters, and kitchen workstations.
- Assisted with opening and closing duties, including cleaning and preparing the restaurant for service.
- Worked efficiently in a fast-paced team environment to meet customer demand.
- Assisted customers with queries and resolved issues in a friendly and professional manner.
Barista
Starbucks
Birmingham
04.2023 - 11.2024
- Prepared high-quality beverages and food items while maintaining excellent customer service in a fast-paced environment.
- Supported store operations, including opening, closing, and till management, ensuring seamless daily operations.
- Managed multiple tasks with adaptability and flexibility, maintaining a clean and organized workspace.
- Engaged with customers to create a friendly atmosphere, enhancing their experience and promoting repeat visits.
Waitress
The NEC Group
Birmingham
01.2021 - 05.2024
- Welcomed and guided guests, creating memorable dining experiences with tailored menu recommendations.
- Delivered timely and accurate service during high-volume shifts, consistently exceeding customer satisfaction targets.
- Resolved customer concerns professionally, maintaining a calm and positive demeanor in challenging situations.
- Trained and mentored new team members on food handling, safety, and customer service best practices, improving team efficiency.
- Utilized sales techniques to increase upsells of beverages and menu items, driving revenue growth.
Support Worker
Aspire Accommodation
Birmingham
07.2019 - 07.2021
- Provided compassionate assistance to clients, supporting daily living tasks to promote independence and self-esteem.
- Prepared detailed reports and collaborated with departments to deliver tailored care.
- Facilitated community integration through emotional, social, and physical support.
- Encouraged clients to set and achieve personal goals, fostering growth in social skills and independent living.
- Developed and implemented personalized care plans, leading to noticeable improvements in client satisfaction and well-being.
Security officer
- Holds valid SIA license for security roles, ensuring compliance and safety across assignments.
- Monitors and manages CCTV operations, enhancing security measures and incident response.
- Collaborates with team to maintain secure environments, fostering a safe atmosphere for all.
- Addresses security challenges promptly, minimizing risks and ensuring swift resolution.
- Utilizes skills in door supervision to maintain order and prevent unauthorized access.
Education
BTEC Level 2 - childcare
Matthew Boulton College
BirminghamGCSEs - English and Mathematics
Kingsbury School and Sports College
BirminghamSkills
- Customer Service
- Cash Handling & POS Systems
- Team Leadership
- Problem Solving
- Time Management
- Health & Safety Awareness
- Hospitality
- Teamwork
- Conflict Resolution
- Communication
Affiliations
- Outside of work, I enjoy maintaining an active lifestyle by regularly going to the gym and keeping fit. I value spending quality time with family and friends and enjoy reading books and articles that support personal growth and continuous learning. I also enjoy meeting new people, developing my communication skills and embracing new challenges. I take pride in being approachable, reliable and maintaining a positive attitude in both my personal and professional life.
Timeline
Team member
popeyes
07.2025 - 05.2026
Barista
Starbucks
04.2023 - 11.2024
Waitress
The NEC Group
01.2021 - 05.2024
Support Worker
Aspire Accommodation
07.2019 - 07.2021
GCSEs - English and Mathematics
Kingsbury School and Sports College
Security officer
BTEC Level 2 - childcare
Matthew Boulton College