James Bence, CSM,SSM

Experience

• 

  Independant Singer/Songwriter

  Jan 2008 - now

  Singer/Songwriter

  Singer, songwriter, and one half of the Chicago folk duo, Bittersweet Drive.

• 

  Lac La Belle Lodge

  May 2010 - Sept 2010

  Bartender/Server

  • Prepared the bar for opening• Greeted and seated guests• Took and served food orders, mixed drinks upon request, and occasionally prepared food• Cleaned and shut down the bar.

• 

  Starbucks

  Jun 2012 - Feb 2018

  • Oversee and provide support for baristas• Handle customer issues• Ensure accurate counts for POS drawers and change safe• Order food and supplies needed daily • Assisted customers with orders• Performed transactions at POS• Prepared food and drink orders• Kept entire store clean and orderly• Built up knowledge of all available products

  • Shift Supervisor

    Feb 2013 - Feb 2018

  • Barista

    Jun 2012 - Feb 2013
• 

  Independant Music Instructor

  May 2013 - May 2017

  Independant Music Instructor (Guitar, Music Theory)

  • Teach basic chords and notes on the guitar• Provide an introduction of music theory, ear training, songanalysis, and chord progressions• Plan weekly lessons

• 

  Capital One

  Feb 2018 - now

  Hired to provide frontline customer service for product and service information, technical assistance, facilitating financial literacy workshops and community partnerships through events, initiatives, and volunteerism.•Discover unique ways to bond and continue the connection with Cafe guests in order to educate customers on our digital platform, products, and services •Collaborate with local businesses, nonprofits, and charities to plan internal and external events.•Communicate and work effectively with team members on a daily basis to ensure Cafe operations and Customer Experience are meeting Capital One service standards•Demonstrated leadership skills by driving the improvement of the Customer Experience in the Café. Independently researched, curated, and presented a collection of “deep-dive" presentations on various Capital One products and processes to be shared with my team and beyond. Show less

  • Process Manager

    Mar 2023 - now

  • CFAM Fellow at Capital One, Agile Delivery Lead

    Sept 2022 - Mar 2023

  • Cafe Ambassador

    Feb 2018 - Sept 2022