Camila Felix
Dee Why,NSW
Summary
Proven leader in customer service management at Salty Crush PTY, adept in problem-solving, significantly enhancing customer satisfaction and loyalty. Skilled in fostering teamwork and collaboration, I have driven continuous service improvements, evidenced by a notable reduction in customer complaints and streamlined support processes. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Salty Crush PTY
Full-time - Brookvale, NSW
01.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Researched and corrected customer concerns to promote company loyalty.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Improved service delivery consistency by monitoring and adjusting workflows.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Manager
Salty Crush PTY
Part-time - Brookvale, NSW
04.2021 - 01.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Researched and corrected customer concerns to promote company loyalty.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Improved service delivery consistency by monitoring and adjusting workflows.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Customer Service Supervisor
IGA Supermarket
Full-time - Mosman, NSW
03.2020 - 10.2021
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Organized spaces, materials and catering support for internal and client-focused meetings.
Stock Management Assistant
IGA Supermarket
Full-time - Mosman, NSW
07.2019 - 12.2019
- Coordinated with suppliers to ensure timely delivery of products, maintaining optimal stock levels at all times.
- Streamlined the stocktaking process by introducing barcode scanning technology, reducing manual errors and saving time.
- Reduced stock discrepancies by conducting regular audits, identifying discrepancies, and addressing root causes.
- Monitored inventory levels closely to prevent overstocking or stockouts, ensuring a balanced approach to managing resources.
- Worked closely with management to develop and implement strategies for reducing excess inventory while maintaining adequate stock levels to meet customer needs.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Packed, secured, labeled and applied postage to materials to prepare items for shipment.
- Greeted customers and directed to requested products.
Cashier Supervisor
IGA Supermarket
Part-time - Mosman, NSW
02.2019 - 06.2019
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times.
- Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns.
- Maximized efficiency in checkout lines by effectively managing cashier schedules during peak hours.
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Waitress Supervisor
Hit Cafe
Part-time - Narrabeen 2101
12.2017 - 11.2018
- Managed table turnover rate effectively allowing for more guests served per shift.
- Ensured timely delivery of food orders by closely monitoring kitchen processes and collaborating with chefs to resolve any issues efficiently.
- Fostered a positive working environment by addressing employee conflicts promptly and fairly, promoting open communication between team members.
- Increased overall dining experience by maintaining high standards of cleanliness and organization throughout the restaurant.
- Boosted customer retention rates with exceptional service quality, personalized interactions, and prompt resolution of complaints or concerns.
- Boosted customer satisfaction with quick and accurate order processing.
- Improved service delivery times, coordinating seamlessly between kitchen staff and waitstaff.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Stayed current with industry trends and innovations to boost competitiveness and customer appeal.
Waitress Supervisor
Baccino Cafe
Part-time - Dee Why, NSW
12.2016 - 09.2017
- Enhanced customer satisfaction by efficiently managing waitstaff schedules and ensuring optimal coverage during peak hours.
- Assisted in hiring and training new waitstaff, ensuring excellent service levels were maintained at all times.
- Upheld company policies and procedures while providing guidance to waitstaff on proper etiquette, presentation skills, and conflict resolution techniques.
- Maintained compliance with health regulations through consistent adherence to safety protocols within the workplace.
- Implemented staff training programs focusing on food allergy awareness, reducing instances of allergic reactions among restaurant guests.
- Provided detailed daily reports on sales figures resulting in better financial planning and budgeting.
- Streamlined the ordering process for customers by implementing a new menu layout and training staff on upselling techniques.
- Collaborated with management to develop seasonal menus incorporating popular dishes based on customer feedback surveys collected after each meal service period.
- Negotiated with suppliers for better pricing, reducing operational costs without compromising on quality.
- Improved service delivery times, coordinating seamlessly between kitchen staff and waitstaff.
- Adapted quickly to menu changes, ensuring team was always informed and prepared.
- Trained new staff to uphold service standards, ensuring consistency in customer experience.
- Addressed customer complaints with empathy and efficiency, turning potential negative experiences into positive outcomes.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Monitored food inventory and supplies to prevent waste.
- Planned routine upkeep of kitchen equipment and facilities for safe and efficient operations.
- Controlled expenses and boosted profitability by managing food and labor costs.
Event Planning Manager
Capacita Events
Full-time - Porto Alegre RS, Brazil
05.2010 - 12.2014
- Contributed significantly towards company growth through consistent surpassing of established objectives regarding attendee satisfaction, event income and overall ROI.
- Developed creative event concepts with attention to detail, resulting in memorable experiences for attendees.
- Managed registration processes to ensure accuracy and ease of use for attendees.
- Collaborated with cross-functional teams to align event goals and objectives, ensuring smooth execution and positive outcomes.
- Cultivated strong relationships with clients through exceptional communication skills and responsiveness to their needs.
- Managed vendor relationships to ensure timely delivery of services and products for successful events.
- Controlled inventory levels by coordinating efficient setup and teardown procedures at multiple venues simultaneously.
- Exceeded revenue targets by securing sponsorships from key partners within the industry.
- Led pre-event planning meetings with stakeholders to establish clear expectations and deliverables for each project phase.
- Oversaw budget management, carefully tracking expenses and making strategic adjustments as needed.
- Negotiated favorable contracts with venues, vendors, and suppliers, reducing overall event costs.
- Assisted in the development of comprehensive risk management plans to proactively address potential challenges during events.
- Enhanced client satisfaction by meticulously planning and executing high-quality events.
- Coordinated logistics efforts, including transportation, accommodations, and on-site support for seamless events.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Coordinated florists, photographers, and musicians for events.
- Trained and supervised event staff to complete tasks on time.
- Implemented protocols and procedures to effectively manage planning process.
- Negotiated contracts with venues, vendors and suppliers to obtain best rates and services.
- Coordinated travel and accommodations for event attendees.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation, and proposal development for various events.
- Developed and distributed event surveys to gather feedback and assess event success.
Education
Bachelor's Degree in Public Relations
Pontificial Catholic University of RS
Porto Alegre, RS - Brazil12.2011
Certificate III in Business
NSW Business College
Sydney, NSW03.2017
English
ELSIS
Sydney, NSW08.2015
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Shopify, Stamped, Gorgias, Refundid
- Customer-focused
- Customer Relations
- Excellent time management skills
- Effective workflow management
- Customer Relationship Management (CRM)
- Teamwork and Collaboration
Timeline
Customer Service Manager
Salty Crush PTY
01.2022 - Current
Customer Service Manager
Salty Crush PTY
04.2021 - 01.2022
Customer Service Supervisor
IGA Supermarket
03.2020 - 10.2021
Stock Management Assistant
IGA Supermarket
07.2019 - 12.2019
Cashier Supervisor
IGA Supermarket
02.2019 - 06.2019
Waitress Supervisor
Hit Cafe
12.2017 - 11.2018
Waitress Supervisor
Baccino Cafe
12.2016 - 09.2017
Event Planning Manager
Capacita Events
05.2010 - 12.2014
Bachelor's Degree in Public Relations
Pontificial Catholic University of RS
Certificate III in Business
NSW Business College
English
ELSIS