Zhana McAnally
Douglasville
Summary
Customer-focused professional with over 9 years of experience in delivering exceptional service and resolving issues in hospitality, retail, and administrative sectors. Expertise in customer support, conflict resolution, and team leadership enhances ability to manage priorities and foster strong relationships. Adept at training teams, addressing escalated concerns, and ensuring high service standards while utilizing Microsoft Office, Google Workspace, CRM platforms, and customer support systems.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Shift Supervisor
Starbucks
Douglasville
2025.11 - Current
- Led a team of 5-15 employees during high-volume shifts.
- Trained and coached new team members on customer service standards and operational procedures.
- Resolved customer concerns and maintained service standards.
- Managed cash handling procedures, ensuring accuracy in register reconciliation, safe counts, deposits, and cash adjustments.
- Resolved guest concerns and handled escalated issues to enhance customer experiences and satisfaction.
Shift Lead & Customer Operations
Your 3rd Spot
Atlanta
2023.10 - 2025.11
- Assisted hundreds of guests weekly in a high-volume hospitality environment.
- Coordinated reservations, guest inquiries, and issue resolution.
- standards.
- Trained team members on operational procedures and customer service standards, fostering a knowledgeable workforce.
- Coordinated cross-departmental efforts to enhance customer experiences.
Office Assistant
Clark Atlanta University
Atlanta
2019.08 - 2023.05
- Supported students, faculty, and visitors through phone, email, and in-person assistance.
- Answered and routed incoming calls, emails, and inquiries while providing timely customer support.
- Maintained accurate records and scheduled appointments to streamline office operations.
- Managed confidential information with professionalism and accuracy.
Front of House Manager
Chic Fil A
Nashville
2016.11 - 2021.08
- Supervised front of house operations and ensured smooth daily service.
- Trained staff on customer service standards and operational procedures.
- Resolved customer concerns and ensured exceptional guest satisfaction in a high-volume environment.
Education
Bachelor of Arts - Mass Communication
Clark Atlanta University
Atlanta, GA 2019.08 - 2023.04
Skills
- Customer Service & Customer Support
- Call Handling & Phone Etiquette
- Complaint Resolution
- Problem Solving
- Order Processing
- Appointment Scheduling
- Data Entry
- Virtual Communication
- CRM management
- Email Management
- Microsoft Office
- Google Workspace
- Team Leadership
- Training & Onboarding
- Remote Customer Support
- Time Management
- Written & Verbal Communication
- Customer Relationship Building
- Administrative Support
Customer Service Representative | Customer Support Specialist
-
Timeline
Shift Supervisor
Starbucks
2025.11 - Current
Shift Lead & Customer Operations
Your 3rd Spot
2023.10 - 2025.11
Office Assistant
Clark Atlanta University
2019.08 - 2023.05
Bachelor of Arts - Mass Communication
Clark Atlanta University
2019.08 - 2023.04
Front of House Manager
Chic Fil A
2016.11 - 2021.08