Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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
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
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
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
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
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
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 - Brazil
12.2011

Certificate III in Business

NSW Business College
Sydney, NSW
03.2017

English

ELSIS
Sydney, NSW
08.2015

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

Similar Profiles

CREATE PROFILE
Camila Felix